Open to opportunities

Stephanie D Swasey C

@stephaniedswaseyc

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Experienced transition leader with a focus on customer success.

Panama

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What I'm looking for

I am looking for a role that values strategic leadership and fosters customer success through innovative solutions.

I am a customer success professional with over 23 years of experience in digital transformation and IT service delivery. My expertise lies in complex problem-solving and providing strategic guidance to organizations. One of my key achievements includes leading a Service Desk initiative that successfully transitioned 400,000 staff across 150 countries, resulting in $5M in cost savings. Additionally, I established a global command center that improved SLA performance from 42% to 85% in just two months.

Throughout my career, I have demonstrated exceptional project management capabilities, orchestrating major transformations centered on customer success. I have developed comprehensive training programs and implemented hybrid project management methodologies that reduced project delays by 25%. My strong stakeholder management skills, combined with a data-driven approach, have consistently driven operational efficiency and enhanced customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Remote Support Experience Transition & Transformation

Current

Jan 2016 - Present (9 years 6 months)

Led cross-functional teams to manage intake and support processes for 6,000 applications across Enterprise Technology, Information Security, and Client Technology, achieving $5M in savings. Orchestrated a major Service Desk transformation, seamlessly migrating 400,000 staff to new service platforms and delivering enhanced customer experience.

Cross Functional Team Leadership Project Planning Risk Management Stakeholder Management

Remote Service Delivery Transformation Head of Global Command Center Operation

Jan 2014 - Jan 2016 (2 years)

Established a global command center infrastructure for 140 international operations, maintaining consistent customer success outcomes during multiple business transformations. Achieved a 35% reduction in forecast errors by pioneering a data-driven capacity planning approach, improving customer service delivery and increasing client satisfaction.

Global Command Center Operations IT Governance ITSM Process Automation Vendor Management Change Management Agile Methodologies Risk Management Knowledge Management

Global Service Desk - Country Area Manager

Dell Panama

Jan 2010 - Jan 2014 (4 years)

Directed client success operations for 550 employees serving 30 global enterprise clients, overseeing a leadership team of 25 Account Managers, Quality leaders, and Knowledge specialists. Drove P&L accountability for top-tier LATAM enterprise clients generating $1M annual revenue, implementing strategic account management and client success initiatives.

P&L management Strategic Account Management Customer Engagement Leadership Relationship Management Revenue

Education

Degrees, certifications, and relevant coursework

Universidad del Istmo Panama

Master of Business Administration (MBA), Higher Management Strategies

Specialized in Higher Management Strategies, gaining expertise in advanced business administration and strategic leadership. Focused on developing comprehensive skills for effective management in complex organizational environments.

Universidad Interamericana de Panama

Bachelor of Science, Industrial Engineering

Studied Industrial Engineering, focusing on optimizing complex processes, systems, and organizations. Gained a strong foundation in engineering principles and their application to business and operational challenges.