At Enterprise Integration, I direct service delivery for five client-dedicated service desk teams and serve as a key contact for SLA compliance, service quality, and client satisfaction. I raised technician call quality scores from a 70% average to 90%+ through structured audits and targeted coaching.
I also expanded into the Campaign Manager role for the Shared Services team, partnering with clients and Client Engagement Directors to align delivery with account goals. I report on monthly SLA and KPI performance and lead onboarding for new client accounts.
At Horizontal Talent, on contract for Sunrun, I cut the incident backlog from 600+ tickets to under 100 by implementing escalation workflows and knowledge management processes. I also served as the escalation point for critical client issues.
At Randstad Technologies, supporting Blue Cross Blue Shield of Arizona, I served as the client contact and executive liaison and supervised 40+ service desk technicians. I built and maintained a ServiceNow knowledge base that reduced repetitive inquiries and average call volume by 20%.
