BETH ZIMMERMAN

• Tracked Key Performance Indicators (KPI) monitoring and measuring
productivity, evaluate team performance highlighting trends and
adjusting strategies to maintain continual operations.
• Create structured processes promoting teamwork, cohesion and
increased performance in remote work environments, driving team
success through shared vision and recognition of quality performance.
• Maintain staff by recruiting, selecting, orienting and training over 15
new hire employees.
• Adjust job assignments and global schedules for up to 28 global support
engineers to align with dynamic business needs, factoring in team expertise, customer demands, and operational processes during peak hours.
• Optimized resource allocation across the department, ensuring balanced workload distribution while maximizing efficiency and meeting service level agreements (SLAs).
• Sustained Customer satisfaction score over 90% year over year.
• Continuously reviewed and adapted schedules based on evolving
priorities, team capabilities, and customer expectations, improving
overall responsiveness.
• Leveraged data and analytics to make informed decisions and drive
business improvements.
• Analyzed data trends to proactively address potential product issues,
reducing downtime for clients.
• Delivered analysis to global business leaders providing key insights on
resource allocation, team performance, and process improvements, identifying common customer issues, reporting timelines, incoming volumes resulting in data-driven decisions to improve efficiency.
• Drove team success through shared vision and recognition of quality performance.
• Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
• Coached employees through day-to-day work and complex problems.

• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Collaborated with cross-functional teams to identify areas for product improvements based on customer feedback.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Transition teams to remote work during global health crisis, ensuring business continuity and employee safety.
• Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
• Lead support for key federal customer accounts, ensuring high levels of satisfaction by addressing client needs and solutions.
• Collaborate with cross-functional teams to meet specific compliance and regulatory requirements, ensuring the delivery of services aligns with federal standards and expectations.

Self-directed manager of 16 direct reports and 8 Matrix employees;
demonstrating high level of accountability and integrity
• Maintained professional, organized, and safe environment for
employees
• Successfully managed critical inter-departmental, customer escalations
• Monitored and analyzed business performance to identify areas of
improvement
• Boosted team productivity and performance meeting or exceeding
service objectives of 95%+
• Set aggressive targets for employees to drive company success while
motivating teams to reach their milestones successfully.
• Created and implemented training initiatives for new hire employees
• Developed a strong company culture focused on employee engagement,
collaboration, and continuous learning opportunities.
• Mentored junior team members for career advancement, fostering a
pipeline of future leaders within the organization.
• Enhanced customer satisfaction by resolving disputes promptly,
maintaining open lines of communication, and ensuring high-quality
service delivery.
• Accomplished multiple tasks within established timeframes.