Angela Smith
Service Delivery Manager
Fraziers Bottom,WV
Summary
Accomplished Service Delivery Manager with expertise in data analytics and customer satisfaction. At Toshiba Global Commerce Solutions, led cross-functional teams to enhance service delivery, reducing incident response times by 30%. Skilled in fostering client relationships and mentoring staff, driving operational excellence and continuous improvement. Proficient in customer service management and teamwork.
Overview
30
30
years of professional experience
Work History
Service Delivery Manager
Toshiba Global Commerce Solutions
04.2014 - Current
- Led cross-functional teams to enhance service delivery processes and customer satisfaction.
- Developed and executed service level agreements to ensure compliance with client expectations.
- Streamlined incident management workflows, reducing response times and improving resolution efficiency.
- Mentored junior staff on best practices in service delivery and operational excellence.
- Implemented performance metrics to assess team effectiveness and drive continuous improvement initiatives.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Attended staff and client meetings and served as liaison to manage operations for account.
Service Delivery Manager
IBM
07.1995 - 03.2014
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Enhanced service delivery by developing and implementing efficient processes.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
- Assisted in recruiting, hiring and training of team members.
- Led cross-functional teams to enhance service delivery processes and customer satisfaction.
Education
Associates Degree Electronic Engineering - Electronic Engineering
National Institute of Technology
Crosslanes, WVSkills
- Data analytics
- Incident investigation
- Customer satisfaction
- Case documentation
- Customer engagement
- Teamwork
Timeline
Service Delivery Manager
Toshiba Global Commerce Solutions
04.2014 - Current
Service Delivery Manager
IBM
07.1995 - 03.2014
Associates Degree Electronic Engineering - Electronic Engineering
National Institute of Technology