Director of Solutions Center

• May 2022 - Present

Deputy Program Manager/Director Of Client Services

• Mar 2021 - May 2022

Leading a large government agency, Client Services division, including but not limited to Deskside Support, Platform Services (imaging and patching), Endpoint Security Services, Mobile Device Management, Hardware Asset Management and Software Asset Management.

Director of Network Managed Services

• Nov 2017 - Jun 2021

Senior Manager of Customer Support

• Jul 2016 - Nov 2017

• Manage Support Level I and II (Technical Escalation) teams, working across IT and Development environments• Define and drive key performance metrics including call statistics, issue resolution, response times, operational task accuracy, customer satisfaction measures and internal feedback• Provide coaching, mentoring and feedback to team members daily to maximize productivity and quality of service• Establish operating plans and budgets including staffing roles, responsibilities, levels and allocation• Lead conversations with senior leadership at districts and schools, and act as the voice for customer escalations • Develop strong relationships with decision makers at top and/or at-risk district or school accounts to ensure renewal and drive resolution of open issues• Communicate heavily with internal customer-facing stakeholders (Sales, Customer Success, Renewals, etc.)• Provide timely insight and customer feedback to Sales regarding at-risk accounts• Work with marketing department to develop strategies within the Customer Support process to extend relevant marketing messages, provide timely product updates and build customer profile information • Work across teams including IT and Product Development to improve in-house tools to increase the team’s efficiency and effectiveness in completing operational tasks• Support the development of RFP written responses and presentations• Establish a customer success culture within the team• Identify areas for growth within the team and build a comprehensive training program to support development of soft skills, outbound approaches, and product knowledgeNotable Achievements: • Reconfigured Salesforce Features and Functionality to better track trending and report and analytics• Implemented live agent chat within Salesforce to provide proactive and reliable live chat to partners• Developed planned and implemented completely new phone system due to discontinuation of corporate phone system

Senior Call Center Tactical Operations Manager

• May 2015 - Jul 2016

Lead day-to-day management of critical TacOps team responsible for issue triage and resolution across entire operational landscapeAnalyze and track team’s performance against defined metricsUtilization of various reporting elements to gauge efficiencies and identify areas for improvementQuickly and effectively triage issues ranging from small isolated disruptions to larger wide-spread outages Lead crisis calls on issues impacting members, call centers, and partnersFlexibility and availability in schedule to work outside of normal business hours as needs ariseEnsure the team’s accuracy and timeliness in distribution of trouble tickets and issue logsContinue to maintain new and strong relationships with internal AOL departments within Operations, NOC, Product Managers, and various Business Owners to facilitate communication, reporting of issues, and resolution statusOngoing interactions with external vendor partners across multiple communication platforms including phone, email, text, and AIMServe as primary escalation point for potential impactful issues and outagesDrive compliance against Standard Operating Procedures and general Rules of EngagementRecognize repeat issues and provide coordinated strategy to drive improvementContinue process improvements in procedures and documentation for the TacOps team

Service Desk Manager

• Jul 2014 - Apr 2015

Customer and Partner Excellence - Support Lead

• Jun 2006 - Apr 2015

MCW is acquired by DMIhttp://www.prnewswire.com/news-releases/digital-management-inc-dmi-enhances-its-mobile-computing-services-with-acquisition-of-top-service-provider-for-mobile-infrastructure-management-and-mobile-device-management-166096506.html

Solutions Support Center - Senior Team Lead

• Jun 2006 - Jul 2012

Support Support