Brooke Hogan
Waterford,MI
Summary
Client Services Manager providing leadership for department. Serving as escalation point for clients and internal departments. Provide senior leadership and internal stakeholders with updates and status reports. Delivers excellent client services while building and maintaining client relationships. Strong people management skills coach, lead and develop employees.
Overview
7
7
years of professional experience
Work History
IT Service Manager
Intelligent Technical Solutions
02.2022 - Current
- Responsible for five teams that averaged ten or more employees per team with clients from diverse industries
- Train team leads and employees on technology, ITS policies and procedures, and provided resources for continuous growth and development of their teams
- Identify, review and develop audit processes to ensure critical recurring issues within ITS or our clients are handled appropriately
- Work alongside with other departments including HR, projects, and finance on financial reporting, forecasting, and project implementation
- Involved in onboarding and development of newly acquired teams
- Serve as an escalation point between team leads and clients
- Set and exceeded goals such as increased engineer utilization to 90%
Service Help Desk
PC Miracles
02.2020 - 02.2022
- Create and implement new department processes for efficiency of the department
- Manage all of the department projects from development stage to implementation
- Exceeded quarterly KPI goals including customer margins, MRR, and team operational goals
- Reduced client reoccurring tickets by 45% year over year
- Provided quarterly and annual reviews for employees
- Built out service supervisor role expectations and objectives for future supervisors
- Responsible for client communication, resolutions and new project implementation
Customer Logistics Manager
Ryder System, Inc
07.2018 - 02.2020
- Responsible for a team of thirty drivers including performance, productivity, and team safety
- Ensured location viability and profitability for existing supplier contracts
- Sourced new driver pool and completed initial interviews and new hire processes
Rental Management Trainee
07.2016 - 07.2018
- Trained in location management for eventual intra-company progression
- Sourced new and existing business for Michigan’s largest rental locations and generated 2.3 million in revenue
- Created custom rental solutions for new and existing rental business customers
Education
Bachelor’s - Sports Management
Eastern Michigan University
2014
Skills
- Office suite
- PowerBI
- Quickbooks
- Connectwise Manage
- Technical Support Oversight
- Kickoff Meetings
- Invoice Examination
- Operational Cost Reductions
- Leading Projects
- Managing Multiple Projects
- Client Meetings
- Asset Oversight
- Managing Service Level Agreements
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT Service Manager
Intelligent Technical Solutions
02.2022 - Current
Service Help Desk
PC Miracles
02.2020 - 02.2022
Customer Logistics Manager
Ryder System, Inc
07.2018 - 02.2020
Rental Management Trainee
07.2016 - 07.2018
Bachelor’s - Sports Management
Eastern Michigan University
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