Technical Services Manager
Oversaw all aspects of day-to-day activities, with an emphasis on developing key initiatives to enhance operations and serve as a major revenue source. Applied project and organizational management skills to identify the roadblocks in the current procedures along with personnel transition to rebuild department from the ground up. Designed and implemented a complex series of matrices that implemented benchmarks to measure departmental improvement. Strategically negotiated and priced contracts to maintain competitive leveraging, drive revenue growth, and maximize bottom-line profitability. Proficiently compiled and produced detailed reports instrumental to supporting employer in defining future business plans and strategies.
- Improved operational efficiency by decreasing the average Call Resolution time from 9 hours to less than one, an 800% increase in productivity.
- Earned a stellar reputation by achieving consistent improvements in overall performance.
- Contributed information gathering, needs assessment and analytical skills toward effectively and diplomatically responding to issues for timely resolution.
- Expanded operations into new markets such as Costa Rica, Lebanon, Uruguay, and Ecuador.