Summary
Overview
Work History
Education
Skills
Timeline
Generic

DASEAN W. NECLOS

WASHINGTON,DC

Summary

Experienced Service Delivery Manager with a proven track record of enhancing operational efficiency and customer satisfaction through expert management of Managed Print Services and imaging solutions. Proficient in Microsoft Office Suite and incident management, I successfully reduced worker accidents and improved service quality, showcasing exceptional problem-solving and customer service abilities. Seeking a growth-oriented position to leverage my education, experience, and skills in making a positive impact on the company, its employees, and its customers.

Overview

24
24
years of professional experience

Work History

Service Delivery Manager

Ricoh USA
02.2013 - Current
  • Supervise staff, manage performance, and address personnel issues
  • Create a customer-focused environment, engage with customer IT departments and senior leaders, and improve information workflow
  • Oversee Managed Print Services (MPS) strategy, ensure service level agreements (SLAs) are met, and manage business document output devices
  • Function as a consultant to improve business processes through workflow enhancements and Ricoh services
  • Analyze data to maintain performance standards, recommend solutions, and provide metrics and trend reports
  • Manage machine moves, installations, and asset management, including lease expiration tracking and meter reading validation
  • Arrange end-user training, support implementation of MDS solutions, and engage with external contractors for performance management
  • Developed and maintained strong client relationships
  • Functioned as the primary point of contact for clients, addressing their concerns and ensuring their needs were met
  • Identified and implemented service improvement initiatives to enhance service quality and operational efficiency
  • Conducted root cause analysis and resolved service delivery issues
  • Prepared and presented regular reports to stakeholders
  • Ensured compliance with service delivery standards and best practices
  • Led and coordinated cross-functional teams to deliver services efficiently
  • Conducted performance management, training, and development of team members
  • Partner with sales to see that revenue goals are met by ensuring timely delivery of goods and accurate billing of service, as well as participating in Quarterly Business Reviews for customers
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Improved service quality, addressing client concerns promptly and professionally.
  • Reviewed established business practices and improved processes to reduce expenses.
  • Reduced worker accidents by implementing improved safety standards and monitoring procedures.
  • Led improvement initiatives to advance operational efficiencies and increase revenue.
  • Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.

Site Manager 2

Ricoh USA
06.2008 - 01.2013
  • Managed daily operations of medium to large teams across multiple sites, ensuring contract compliance and service excellence in areas such as Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services
  • Recruited, hired, onboarded, and developed staff
  • Conducted performance management, employee counseling, and succession planning to foster a high-performing, inclusive team environment
  • Maintained a customer-focused environment through regular feedback and satisfaction surveys
  • Functioned as a consultant to improve business processes and workflow enhancements
  • Implemented process improvements to enhance operational effectiveness and quality
  • Managed change effectively and resolved complex issues to ensure optimal customer satisfaction
  • Ensured service excellence by applying Ricoh Service Excellence tools, resulting in improvement in operational efficiency
  • Maintained customer satisfaction by conducting regular end-user feedback sessions and surveys
  • Achieved Service Level Agreements (SLAs) consistently, collaborating closely with customers to improve business processes
  • Developed staff through Individual Development Plans
  • Resolved issues related to pricing, orders, and invoicing by collaborating with the sales department
  • Created and presented reports and business reviews to ensure alignment with contractual requirements
  • Conducted regular site meetings with team members, fostering open communication channels for efficient problem-solving and progress updates.
  • Reduced safety incidents by conducting regular site inspections and enforcing strict adherence to safety protocols.
  • Created weekly and monthly reports and presentations for management team.
  • Maintained detailed records of all site activities, providing valuable data for future planning efforts and analysis of best practices in site management techniques.

Technical Specialist

Ricoh USA
03.2007 - 06.2008
  • Managed copy and mail center services, conference rooms, AV management, and convenience copier fleet
  • Ensured customer satisfaction by preparing, inspecting, and assembling projects accurately and on time
  • Calibrated and troubleshooted office and complex technical equipment
  • Performed diagnostics, installation, removal, and retrofits on complex office products
  • Maintained optimal machine performance and corrected simple machine problems
  • Ordered and maintained inventories of equipment parts
  • Managed inventory of equipment parts and maintained a clean, organized work area
  • Maintained and operated complex technical equipment, troubleshooting hardware and software issues
  • Provided exceptional customer support, resolving complex technical issues with effective communication skills.
  • Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.

Assistant Site Manager

IKON Office Solutions
02.2002 - 03.2007
  • Assisted in managing daily operations and supervised a team of five employees
  • Conducted performance management activities, including employee counseling and career development
  • Improved quality of operations by implementing effective processes and tools
  • Maintained formal contact with customers, ensuring their requirements were met
  • Facilitated resolution of service delivery issues and adjusted process documentation as needed
  • Maintained customer satisfaction by conducting regular end-user feedback sessions and surveys
  • Oversaw all daily office operations and equipment maintenance.
  • Achieved Service Level Agreements (SLAs) consistently, collaborating closely with customers to improve business processes
  • Developed staff through Individual Development Plans
  • Resolved issues related to pricing, orders, and invoicing by collaborating with the sales department
  • Created and presented reports and business reviews to ensure alignment with contractual requirements
  • Continuously reviewed processes for areas of improvement opportunities that ultimately led to increased overall operational efficiency at job sites.
  • Mentored junior staff members, providing guidance on best practices for construction projects and fostering professional development within the team.
  • Assisted the Site Manager in monitoring budgetary constraints, maintaining financial accountability throughout each project phase.

On-Site Services Specialist

IKON Office Solutions
03.2001 - 02.2002
  • Serve as the primary interface to customers for the Customer Interaction Center
  • Operate MS Office and Email systems to perform basic scanning and copying tasks
  • Ensure copier functionality: Conduct daily inspections, clear paper jams, and inform technicians of issues
  • Maintain records for management reports and inventory of supplies
  • Distribute office supplies and manage incoming/outgoing mail and faxes
  • Perform furniture/conference room setup and fulfillment functions
  • Calculate job charges and maintain logs
  • Respond to service calls and coordinate with customers
  • Deliver completed jobs to designated locations
  • Maintain daily meter and service logs
  • Travel between buildings as required
  • Answer customer questions regarding job requests
  • Ensure upkeep of copier areas
  • Perform shipping/receiving duties in a mailroom environment
  • Use various office equipment such as shrink-wrap machines, paper cutters, and bindery equipment
  • Perform filing duties including purging and archiving documents
  • Understand Ricoh Services Portfolio & Technology
  • Perform other duties as assigned

Education

Highschool -

Frank W. Ballou Highschool
Washington, DC
06.1998

Skills

  • Proficient in Microsoft Office Suite (Excel, PowerPoint, Word)
  • Knowledge of Ricoh products and services
  • Experience with managed print services and imaging solutions (Kofax, Streamline NX, Trac, etc)
  • Service Now
  • Customer Satisfaction
  • Incident Investigation
  • Incident Management
  • Data Entry

Timeline

Service Delivery Manager

Ricoh USA
02.2013 - Current

Site Manager 2

Ricoh USA
06.2008 - 01.2013

Technical Specialist

Ricoh USA
03.2007 - 06.2008

Assistant Site Manager

IKON Office Solutions
02.2002 - 03.2007

On-Site Services Specialist

IKON Office Solutions
03.2001 - 02.2002

Highschool -

Frank W. Ballou Highschool

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DASEAN W. NECLOS