Manager of Partner Solutions

• Apr 2019 - Present

I manage a team of technical support agents responsible for providing support to end users. We operate as an outsourced end user help desk specializing in cloud software with an emphasis on M365 services.

Partner Solutions Engineer

• Jan 2019 - Apr 2019

Service Delivery Manager

• Apr 2016 - Jan 2019

Core Responsibilities:Delivery Oversight for Outsourced SuppliersProvide support delivery oversight and manage outsourced day-to-day frontline deliveryMaintain overall responsibility for delivery in accordance with defined standardsUndertake day-to-day performance mgmt. of suppliers incl. service level monitoring, and escalate high risk and systemic issues to SSMsDrive issue resolution, reduced customer effort, cost efficacy and policy adherenceManage high priority escalations as appropriate and engage service delivery leaders where appropriateAddress tool issues, policy clarifications, and other similar requestsCoach clients and partners on ordering process. Act as SPOC and manage new clients, partners during the first 30 days Follow up with premier clients and partners to discuss service delivery challenges Analysis and preparation of service reports on client and partner issues and ticketsIncrease revenue by identifying road blocks in onboardingScrutinize partner data and work interactively with Sales, Support, and Service Delivery to address concerns and achieve client satisfaction Show less