Summary
As Process Improvement Manager/ Account Manager, my role is central to creating workflows that enhance organizational efficiency. With a focus on strategy and process, our team has been instrumental in solving complex issues that interlink various company aspects.
Leveraging skills in help desk support and a keen attention to detail, I thrive on developing process techniques that drive the company forward. My tenure in business development and IT analysis has culminated in a profound understanding of how meticulous process design can significantly uplift service standards.
Experience
Large MSP (May 2023-Present)
Client Experience Manager
- Set strategic goals and objectives to drive optimal customer experiences and satisfaction.
- Developed tailored strategies for service delivery managers to excel in client interactions and enhance service quality.
- Increased the frequency and quality of client communications to ensure proactive engagement and relationship-building.
- Responsible for overseeing service delivery for a diverse portfolio of 25 clients, ensuring adherence to SLAs and service standards.
- Supervised a team of 6 service delivery managers, providing mentorship, guidance, and continuous performance improvement support.
Same MSP above (2022-Present)
Process Improvement Manager
- Collaborated with multiple departments to identify operational inefficiencies and develop workflows to align with KPIs.
- Built scorecards for various roles to track performance metrics and ensure accountability across teams.
- Created reporting structures using BrightGauge to provide actionable insights and drive data-informed decision-making.
- Established a client-focused process for account managers to enhance the overall client experience and satisfaction.
- Leveraged Cloud Radial to conduct client environment assessments and implement conditions for optimal service delivery.
- Crafted detailed job descriptions and identified key competencies for multiple new positions to support organizational growth and efficiency.
Same MSP above (2021-2022)
Sales Operations Manager
- Designed and implemented a highly effective cold calling process that significantly increased lead generation and sales conversions.
- Developed and documented end-to-end sales processes to streamline operations and boost overall efficiency.
- Configured and customized HubSpot CRM to automate tasks, create workflows, and integrate with key tools for seamless sales operations.
- Collaborated with sales leadership to analyze data, identify trends, and provide actionable insights for performance improvement.
- Conducted training sessions for sales team members on utilizing HubSpot effectively, ensuring high adoption rates and proficiency.
Smaller MSP (2020-2021)
Business Development Facilitator
- Spearheaded the creation and implementation of comprehensive business processes from the initiation to the completion of the sales cycle.
- Successfully converted existing clients to adopt recurring relationships, emphasizing the value proposition and benefits for long-term partnerships.
- Provided leadership advice and coaching to technicians, fostering a culture of continuous improvement and excellence in service delivery.
- Designed and implemented a client experience form and function to streamline interactions and enhance overall customer satisfaction.
- Managed multiple high-value client accounts, ensuring exceptional service delivery and nurturing long- term business relationships.
Construction Company (2017-2020)
IT & Marketing Analyst
- Coordinated the break from a larger company, managing data migration and setting up a secure cloud platform for seamless operations.
- Conducted thorough research and vetted a new ERP system, ensuring alignment with organizational needs and objectives.
- Designed comprehensive workflows for the new ERP system, optimizing processes and enhancing efficiency across departments.
- Created tailored workflows for various positions within the organization, improving task management and productivity.
- Produced engaging and informative blog posts covering topics such as pest control, foundation repair, and underslab sewer testing and repair.
- Developed compelling social media posts to increase brand awareness, engagement, and drive customer interaction.
MSP in Houston (2016-2017)
Service Delivery Manager
- Led a small team of service professionals, overseeing day-to-day operations and ensuring the delivery of high-quality services.
- Managed call routing to optimize response times and efficiently handle customer inquiries and service requests.
- Enhanced delivery methods within the procurement cycle, streamlining processes for improved efficiency and cost-effectiveness.
- Coordinated schedules for team members to maximize productivity and ensure optimal coverage during peak service hours.
- Provided effective help desk support, troubleshooting technical issues, and offering solutions to meet client needs promptly.
Church Services (2008-2016)
IT/Marketing
- Provide desktop support for 6 locations (Users: 100 in Houston, 30 in Dallas, 15 in Austin)
- Provide remote desktop support for locations in Austin and Dallas
- Order and maintain all computer equipment (Desktops, laptops, thin clients)
- Set up all new equipment for users
- Monitor incoming IT tickets and respond in a time sensitive manner
- Manage multiple servers in virtual environment
- Configure and manage exchange forest via Microsoft Exchange Server 2010
- Manage virtual terminal servers
- Provide regular and routine mainteAnance for virtual terminal servers
- Create and manage BOVPN tunnels via Watchguard firewall equipment
- Monitor nightly backups & correct when necessary
- Retrieve information from backups when requested (currently using VEEAM backup, previously used Symantec)
- Responsible for interfacing between vendors and company
- Responsible for creating and removing people from AVAYA phone system
- Provide multi-level support to experienced and inexperienced staff
- Provide Mobile support for all Android and Apple devices (formerly Blackberry) approximately 100 mobile devices
- Large Projects
- Physically moved customer service and dispatch to a new location with minimal downtime (ISP responsible for downtime as their service crashed when we transferred lines)
- Facilitated the replacement of an out of date phone system
- Acquired additional ISP’s for both integral locations in Houston as a fail over ISP to incur less downtime.
- Created IT ticketing system
- Corralled users from different aspects of the network by introducing security groups and stricter regulations.
- Other Responsibilities
- Manage ordering and stocking of paper goods
- Manage relationship with paper supplier and keep costs down by appropriately ordering materials on an as needed basis
- Post all job postings online
- Respond publicly to reviews on review sites company follows (Angie’s List, Citysearch, & Yelp)
- Field Supervisor
- provided AC and Heating equipment replacement for a national retailer (in Houston only). We had 18 stores, I had 1 salesperson in each store whom i was responsible for managing – checking in on, teaching, molding, and also performed disciplinary actions when needed.
Education
- Associate of Applied Science, Electronics and Computer Technology
Skills
- Data Coordination and Organization
- ERP System Evaluation
- Workflow Design
- Social Media Content Creation
- Marketing Strategy
- Social Media Management
- Call Routing
- Service Delivery Management
- Procurement Process Enhancement
- Scheduling Coordination
