Experience

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  Acquire BPO

  • Irving, Texas, United States

  • Client Relationship Manager

    • Sep 2022 - Present
    • Irving, Texas, United States

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  Tokio Marine Highland

  • Dallas, Texas

  • Operations Manager

    • Aug 2021 - Jun 2022
    • Dallas, Texas

    Leader in Specialty Property Insurance Division• Team leader for onshore Customer Service, Research, Loss Drafts (Claims) & Account Services teams• Vendor manager for offshore vendor providing Customer Service related, core operational services• Focus applied on team development, vendor management, workload management, workforce management, change management, relationship management and implementation efforts to support new financial institutions• Responsible for SLA & KPI adherence, knowledge content, metrics reporting and strategic management• Evaluation and improving on business processes through ongoing analysis and inter-departmental collaboration

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  Reliant Rehabilitation

  • Plano, Texas

  • Manager Information Technology Support Services

    • Oct 2019 - Feb 2020
    • Plano, Texas

    Role within Reliant is to lead the internal Service Desk group and engage with the managed service provider as the Manager, IT Services • Initial objective is the in-sourcing of service desk operations from a long-standing managed service provider – inclusive of hardware, software, network, and desk side support• Primary tasks include thorough review and evaluation of existing IT practices and service offerings. Followed by the implementation of changes to promote internal and external facing best practices• Initial focus applied on team creation and development, asset management (to include a hardware refresh across all facilities), incident and problem management, vendor management, deskside support operations, change management and IT work around supporting new facilities and terminating facilities• Responsible for creation and distribution of training documentation, knowledge content and all IT focused customer facing communication• Providing initial and elevated levels of support for a Microsoft Azure and Office 365 environment

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  Alkami Technology

  • Plano, Texas

  • Service Manager

    • May 2018 - Mar 2019
    • Plano, Texas

    Role with Alkami was in the Service Operations group as the Service Manager. Primary responsibilities included sole accountability for:• Communication – External and Internal facing o Creation and distribution of all customer facing email communication for non-production environmental releases, changes and outages. o Responsible for critical incident outage email communication. o Direct interaction with team managing Release Management functions. o Creation of internal facing knowledge content and communication templates for Financial Institutions o Financial Institution Contact List – Add/Change/Delete responsibility• Incident Management o Real time management of Sev 1 incidents – when available o Tracking and weekly/monthly reporting on all Sev1/Sev2 customer facing incidents against contractual requirements o Responsible for all activities around Root Cause Analysis (RCA) – Initial tracking, research/investigation, documenting, reporting and delivery to clients• Vendor Management o Auditing internal vendor profiles for accuracy. Direct engagement with vendors to jointly identify resolution opportunities for Financial Institutions o Maintaining vendor contact list – audits/add/change/delete• Account Management o Responsible for liaison with internal Service Delivery/Account Management team members for research and metric reporting to support customer interactions o Stakeholder representation for Support in new client implementations o Hosted monthly Service Report review for high profile clients• Problem Management o Direct interaction with Problem Management to transition incidents for longer term attention• Reporting o Weekly Service Availability and Critical/High Incident recap tracking and reporting o Monthly service operations reporting around SLA adherence and metrics for 13 high profile financial institutions – created and distributed to customers

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  Sabre Corporation

  • Westlake, Texas

  • Enterprise Support Manager

    • May 2017 - Feb 2018
    • Westlake, Texas

    Employed in the Sabre Hospitality Systems division. Role was that of an Enterprise Support Manager. Primary responsibility is for effectively managing the team of Level 2 Engineers, and the overall support relationship with Sabre’s largest and most lucrative accounts. Other roles and responsibilities include: • As part of a global support group, the domestic team managed provides advanced application support and escalation assistance, in support of a follow-the-sun support model. Work in concert with teams in Uruguay, Singapore, Poland, and Amsterdam. • Direct team management – daily activities and long term strategic direction • Incident and Problem Management with additional focus on Change Management • Creation of new policies/guidelines and revision to older ones • Heavy emphasis on CRM tasks and overall communication with client’s management team(s) • Ensure strict adherence to contractually defined Service Level Standards • In managing local and remote team members, focus on individual/team performance, budgeting, etc. • Primary resource on team projects focused on Enterprise clients.

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  Jack Henry & Associates

  • Allen, Texas

  • Technical Support Manager

    • Jun 2013 - May 2017
    • Allen, Texas

    Employed with Jack Henry & Associates in the ProfitStars division as the Technical Support Manager for the ProfitStars/Enterprise Payment Solutions (EPS) Partner Support Team.• Managed a team of four (4) Technical Support Analysts. These are 2nd Level Analysts providing direct application and operational support to small to large Partners who have acquired ProfitStars payment processing services.• Managed a team of five (5) to six (6) Technical Support Engineers (TSE’s). These are 3rd Level Engineers who hold primary responsibility for providing comprehensive operational and technical support to our business partners processing ACH/Check21/Credit Card transactions through varied ProfitStars software applications.• This Partner Support Team offers a customized model of support to our Partners. Implemented a ‘one stop shop’ model to business partners for their support needs. Support relationships include: CRM, Account Management, Implementation, Operational and Technical roles and extends through the life of the business relationship.• Highlighted roles and responsibilities of position include:• Budgeting – Department responsibility and accountability• Account Management and Customer Relationship Management responsibilities in support of company initiatives• Direct liaison with Executive Management, Research & Development, Sales, Boarding, Risk Management and Change Control• Manage team Service Level Agreements (SLA’s) and Service Level Standards (SLS’s) – to include regular monitoring and reporting and dashboard publication• Human Resource areas to include: candidate identification, training liaison, performance appraisals and team member time management.

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  First Horizon National Corporation

  • Greater Memphis Area

  • ET Manager I - Service Desk Manager

    • Feb 2009 - Dec 2012
    • Greater Memphis Area

    First Horizon National Corporation/ First Tennessee Bank – 2009 to 2012• Bank employment as an ET Manager I (Help Desk Manager) began in February of 2009, with the initial task of insourcing the help desk roles and responsibilities from an external vendor. This Service Desk was implemented using ITIL v.3 principles supporting the FTB Financial Centers, Corporate Office, Remote Offices and Auxiliary locations.• The Service Desk played an integral role in the Service Management, Incident Management and Problem Management within the organization. In addition, the desk played a secondary role in the Change Management process.• This role applies to the management of a 24x7 technical and service desk-oriented team. Direct reports include an internal team of Level One and Level Two Technical Analysts that are comprised of Full Time Employees and Contract resources

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  Hilton

  • San Antonio, Texas Area, Las Vegas, NV, Memphis, TN

  • Manager, OnQ Customer Support

    • May 1992 - Nov 2007
    • San Antonio, Texas Area, Las Vegas, NV, Memphis, TN

    Hilton Hotels Corporation • Employed in a variety of analyst level and supervisory positions within Hilton’s Customer Support group – a group which provides Information Technology support (inclusive of hardware, software and network roles) to team members working at Hilton branded properties globally.• 2004 through November of 2007 – Manager, OnQ Customer Support. Based out of Hilton’s corporate office in Memphis, Tennessee. Managed the team that provides first level technical and operational assistance to over 2,500 properties.2002 to 2004 – Supervisor, Hilton Support Center. Based out of Hilton’s corporate office in Memphis. Responsible for maintaining and improving optimal levels of performance amongst the Level One Customer Support Specialists.• 2001 to 2002 – Level Two Customer Support Specialist. Responsibilities included handling escalated higher level, more complicated computer and business process issues reported by customers.• 1997 to 2001 – Level One Customer Support Specialist. Based out of Hilton’s Las Vegas, Nevada and Memphis, Tennessee offices. Provided initial level of technical support to users encountering system difficulties.• From 1992 to 1997 - held employment with Hilton at two of their corporate managed properties in San Antonio, Texas – the Palacio del Rio and the San Antonio Airport Hilton. In both locations, I worked a number of positions in Front Office Operations – including holding the positions of Supervisor, Assistant Manager, and Assistant Director.