Jogging
Coached Little League Baseball
Carpentry Skills Home Improvement projects
Billy Harper
Acworth,GA
Summary
Results-driven professional with extensive experience in service delivery management. Expertise in strategic planning, team leadership, and process improvement, leading to enhanced operational efficiency and increased customer satisfaction.
Experienced with managing service delivery processes and enhancing client relationships. Utilizes effective communication and problem-solving skills to ensure seamless operations. Track record of successfully optimizing workflows and improving service quality.
Knowledgeable [Desired Position] with strong background in coordinating service delivery operations and ensuring client satisfaction. Successfully managed multiple projects, optimizing workflows and enhancing service quality. Demonstrated expertise in problem-solving and effective communication.
Overview
1
1
Certification
34
34
years of professional experience
Work History
Service Delivery Coordinator
Unisys Corporation
Metro Atlanta
05.1988 - 07.2022
- Coordinated service delivery processes to ensure timely and effective customer support.
- Facilitated communication between technical teams and clients to address service issues promptly.
- Oversaw progress of service requests, ensuring adherence to established SLAs and performance metrics.
- Developed and implemented process improvements that enhanced service efficiency and client satisfaction.
- Fostered a positive working environment within the team by promoting open communication channels among team members.
Field Service Manager
Unisys Corporation
Kennesaw, GA
06.2003 - 05.2005
- Led service delivery initiatives ensuring alignment with client needs and corporate objectives.
- Managed cross-functional teams to enhance operational efficiency and service quality.
- Developed and implemented strategic plans to optimize resource allocation and service performance.
- Oversaw incident management processes, reducing response times and improving customer satisfaction ratings.
- Established key performance indicators to monitor service delivery effectiveness and drive continuous improvement.
- Collaborated with stakeholders to identify opportunities for process enhancements and innovation in service offerings.
- Conducted regular reviews of service agreements ensuring compliance with contractual obligations and industry standards.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Reduced turnaround time with effective resource allocation and task prioritization.
- Streamlined operations for improved customer satisfaction and retention rates.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Coordinated new hire recruitment, training and development.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Assisted in the development of annual budgets, ensuring alignment with organizational objectives while maintaining fiscal responsibility.
- Contributed to internal and external account reviews.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
- Facilitated completion of deliveries and verified documentation.
- Coordinated and led internal and external site team meetings.
- Planned and managed full [Type] project lifecycles, from conception through final completion.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reported issues to higher management with great detail.
- Developed training programs for technicians to improve service quality and operational efficiency.
- Managed field service operations to ensure timely and effective client support.
- Led cross-functional teams to optimize service delivery and enhance customer satisfaction.
- Collaborated with stakeholders to align service strategies with business objectives and customer needs.
- Established performance metrics to monitor team effectiveness and facilitate continuous improvement.
- Oversaw inventory management systems, ensuring availability of necessary parts for field operations.
- Led team of up to [Number] service technicians in field activities.
- Conducted regular performance evaluations, identifying areas for improvement and implementing corrective actions as needed.
- Managed a team of technicians, providing support and guidance for professional development.
- Increased team productivity with effective scheduling and resource allocation.
- Streamlined field operations for improved efficiency and reduced response times.
- Established strong relationships with clients, fostering long-term loyalty and repeat business.
- Led team in achieving revenue targets through upselling services and expanding client base.
- Ensured compliance with all regulatory requirements, maintaining up-to-date knowledge of industry standards and changes in legislation.
- Monitored service metrics, identifying trends for continuous process improvement initiatives.
- Optimized inventory management systems to reduce costs and eliminate waste.
- Coordinated cross-functional teams to complete complex installations on time and within budget constraints.
- Assessed operational needs and equipment availability to develop personnel schedules and assignments.
- Implemented quality control measures to maintain high standards of service delivery.
- Reduced time to complete service calls and expertly retained key customers.
- Reduced equipment downtime by implementing proactive maintenance plans and schedules.
- Developed comprehensive training programs, ensuring optimal employee performance.
- Installed and provided technical support for equipment.
- Improved safety records through rigorous enforcement of industry regulations and best practices.
- Assessed staff capabilities regularly while offering ongoing support, mentorship, and coaching to foster a high-performance work environment.
- Translated main cable and equipment location blueprints to technicians while declaring system outages and rerouting staff for timely service completion.
- Enhanced customer satisfaction by promptly addressing and resolving service issues.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established team priorities, maintained schedules and monitored performance.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Service Delivery Manager
Unisys Corporation
Norcross, GA
03.2001 - 03.2003
- Mentored junior staff, fostering a culture of knowledge sharing and professional development within the team.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
Regional Financial Analyst
Unisys Corporation
Norcross, GA
03.1995 - 03.2001
- Analyzed regional financial data to identify trends and support decision-making processes.
- Developed comprehensive financial reports to enhance visibility of budget performance across departments.
- Collaborated with cross-functional teams to streamline forecasting and budgeting procedures, improving accuracy.
- Implemented strategic initiatives to optimize resource allocation, resulting in enhanced operational efficiency.
- Led quarterly financial reviews, presenting insights and recommendations to senior management for strategic planning.
- Utilized advanced analytics tools to assess market conditions and guide investment decisions effectively.
- Played a pivotal role in annual budget preparation, ensuring all departments adhered to established guidelines while effectively allocating resources toward high-impact initiatives.
- Developed customized financial reports for stakeholders, enabling more effective communication of key metrics and performance indicators.
- Leveraged advanced Excel functions to create dynamic financial models that facilitated scenario analysis and strategic planning efforts.
- Provided insightful recommendations to senior management based on comprehensive financial analysis.
- Conducted detailed financial analysis to identify and evaluate changes in operations, trends and potential areas of improvement.
- Created and maintained precise and accurate models, charts and reports.
Area Human Resources Manager
Unisys Corporation
Atlanta, CA
05.1988 - 06.1995
- Developed and implemented HR strategies to align workforce needs with organizational goals.
- Facilitated talent acquisition processes, enhancing recruitment effectiveness and candidate experience.
- Led performance management initiatives, ensuring alignment with business objectives and employee development.
- Oversaw compliance with labor laws and regulations, minimizing organizational risk and maintaining ethical standards.
- Collaborated with leadership on succession planning, optimizing talent pipelines for critical positions within the organization.
- Collaborated with department managers to identify staffing needs, resulting in timely recruitment and placement of qualified candidates.
- Obtained approvals for hiring exceptions and provided director with applicant eligibility and rehire status.
- Assisted director in research and preparation of employment lawsuits for corporate and outside counsel.
- Promoted diversity and inclusion through targeted recruitment initiatives, creating a more inclusive workplace culture.
- Offered counsel and guidance on employee relations issues and interpreted company policies, procedures and guidelines to encourage consistency.
- Consulted and reviewed grievances and handled investigations and analyses to prepare answers and resolutions.
- Established performance metrics for evaluating HR effectiveness in achieving organizational goals.
- Implemented performance reviews and motivational strategies to elevate HR team results.
- Organized and led staff orientation programs and training to promote collaboration.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Recruited top talent to maximize profitability.
- Facilitated successful policy implementation and enforcement to maintain legal and operational compliance.
- Fostered positive work environment through comprehensive employee relations program.
- Reduced process gaps while supervising employees to achieve optimal productivity.
- Structured compensation and benefits according to market conditions and budget demands.
Education
Bachelor of Science -
Morris Brown College
Atlanta, GA05.1974
No Degree - Industrial Management
Georgia State University
Atlanta, GASkills
- Customer relations
- Documentation skills
- Invoicing
- Schedule management
Certification
- Interaction Management DDI , [Company Name] - [Timeframe]
Interests
Timeline
Field Service Manager
Unisys Corporation
06.2003 - 05.2005
Service Delivery Manager
Unisys Corporation
03.2001 - 03.2003
Regional Financial Analyst
Unisys Corporation
03.1995 - 03.2001
Service Delivery Coordinator
Unisys Corporation
05.1988 - 07.2022
Area Human Resources Manager
Unisys Corporation
05.1988 - 06.1995
No Degree - Industrial Management
Georgia State University
Bachelor of Science -
Morris Brown College