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Service Manager

Ref: AS7243520

Atlanta, GA, United States

$85,000

  • Permanent
  • Operational Efficiency And Cost Savings
  • Enhanced Customer Satisfaction
  • Process Improvement

About the candidate

The candidate is a seasoned Service Manager with over seven years of varied experience in high-pressure environments across technology solutions, e-commerce, and telecommunications sectors. They have consistently demonstrated their ability to manage customer support teams, ensuring optimal service delivery in line with stringent service level agreements. With hands-on experience implementing service management frameworks like ITIL and Lean, this professional has led significant improvements in operational efficiency and customer satisfaction.

Known for their strong analytical skills and capacity to coach and empower teams, the candidate fosters an environment geared towards continuous improvement and innovation. They excel at bridging the gap between customer needs and service capabilities, making them an invaluable asset to any organization focused on enhancing service quality and customer experience.

What makes them great?

  • Cost Savings and Efficiency: Driven a 20% reduction in response times and 10% decrease in customer service backlog through strategic process optimization and effective team management.
  • Enhancement of Customer Satisfaction: Successful initiatives include improving resolution times by 15%, contributing to a noticeably higher quality of service and customer satisfaction.
  • Process Improvement: Collaborated on projects that streamline operations, which adjusted workflow and optimized overall process efficiency.

Areas of expertise

  • Service Management Frameworks: Proficient in applying ITIL and Lean methodologies to enhance service delivery and operational efficiencies.
  • Team Leadership and Development: Skilled in coaching diverse teams, leading to improved productivity and employee satisfaction. Has experience in developing and instilling core training programs for new team members.
  • Operational Efficiency: Demonstrates a proven track record of implementing process improvements that reduce response time by 20% and elevate customer satisfaction levels.