Open to opportunities

Renee Dorsey

@reneedorsey

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Operations and client success professional specializing in incident management, compliance, and service delivery.

United States

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What I'm looking for

I seek roles where I can lead incident response and service delivery in regulated environments, drive compliance, improve processes, and collaborate with technical and executive teams.

I am an operations and client success professional with deep experience in incident management, service delivery, and compliance within regulated, enterprise environments. I have led major incident responses, coordinated technical teams and executive stakeholders, and implemented documentation and workflows that improved system reliability and SLA performance.

I consistently ensure strict adherence to HIPAA and ITIL standards while streamlining operations, managing escalations, and maintaining meticulous documentation. My background includes NOC leadership, cross-functional collaboration, KPI tracking with Tableau, and building SOPs and CMDBs to support scalable, resilient services.

Experience

Work history, roles, and key accomplishments

Current

Operations & Compliance Para-Coordinator

Current

ESS Inc.

Oct 2025 - Present (3 months)

Manage daily operations in regulated environments, ensuring 100% adherence to HIPAA and safety standards while executing real-time incident response and documentation to maintain continuity of operations.

Incident Management HIPAA Incident Response Documentation Escalation Management Service Delivery Cross Functional Collaboration

Client Support Specialist

Embracing Mactress LLC

Mar 2024 - Oct 2025 (1 year 7 months)

Managed client scheduling, inquiries, and service requests across digital platforms, maintained product listings and coordinated order logistics to resolve complex customer issues and improve retention.

Customer Support Scheduling Digital Content Management Customer Retention Communication

Specialist, Service Management

Prudential Financial

Oct 2022 - Mar 2024 (1 year 5 months)

Managed service delivery and major incident response across business lines, coordinated technical teams and executive communications, and produced KPI/SLA reporting used for risk management decisions.

Service Delivery Incident Management Tableau Root Cause Analysis Confluence Executive Communication Risk Management

Specialist, Incident Management

Prudential Financial

Nov 2019 - Oct 2022 (2 years 11 months)

Piloted full incident lifecycle for high-volume support queues and technical bridges, created standardized incident documentation, and partnered with engineering to reduce repeat incidents via maintenance monitoring.

Jira ServiceNow MS Teams Documentation Maintenance Scheduling Process Improvement

Lead Network Operations Engineer

iconectiv

Dec 2014 - Nov 2019 (4 years 11 months)

Established Tier 2 NOC operations, onboarding, training, and escalation procedures for a startup subsidiary, served as primary escalation point for high-priority incidents and maintained the CMDB and SOPs to drive SLA compliance.

Escalation Management SOP Development SLA Asset Inventory Training