Jeffrey Boh
Florence,KY
Summary
Dedicated Service Delivery Manager with extensive experience in leading service desk and field services teams to optimize client satisfaction and improve service delivery processes. Skilled in driving teams towards excellence, enhancing operational efficiency, and forging strong client relationships. Adept at implementing cost-saving strategies without compromising service quality.
Overview
34
34
years of professional experience
Work History
Service Delivery Manager - Service Desk & Field Services
Stefanini North America and APAC
04.2022 - 08.2024
- Served as the primary contact for client concerns, ensuring swift and effective resolutions.
- Led a diverse team, focusing on maximizing profitability through strategic program management.
- Successfully handled the day-to-day responsibilities for Service Desk and Field Services.
- Created concise and impactful presentations for monthly business reviews (MBR's).
- Created comprehensive reports using Excel and Power BI for various timeframes
- Demonstrated strong leadership skills by coaching and mentoring team
- Successfully implemented, monitored, and adhered to established standards.
- Executed process enhancements
- Demonstrated proficiency in managing work scope and adapting to changes in requirements.
- Successfully maintained compliance with SLAs such as ASA, FLE, FTC, abandonment rate while consistently achieving desired response and resolution times.
Support Manager
New Era Technology
12.2020 - 03.2022
- Handled the daily operations and functions of the support team
- Led cross-functional team consisting of 6 US-based employees and coordinated with 13 offshore support engineers
- Addressed and resolved escalated customer support issues promptly
- Maintained high levels of performance from the support team, consistently meeting or exceeding monthly SLA/KPI objectives.
- Provided regular updates to the team regarding changes in supported products and customer support procedures
- Drove team performance by fostering a culture of coaching, mentoring, and continuous improvement.
- Executed performance assessments and upheld disciplinary actions in alignment with company guidelines.
Service Delivery Manager
NSC Global
07.2016 - 12.2020
- Achieved delivery excellence by effectively managing customer relationships, support towers, and client care while maintaining financial accountability.
- Led a team of 34 direct reports across various managed service accounts.
- Handled end-to-end employee lifecycle management, including recruitment, training, and separation processes.
- Managed account escalations and major incidents as the primary point of contact.
- Established trusting and productive relationships with clients by fostering open and honest dialogue
- Delivered comprehensive status reports to both the customer and NSC Global leadership team on a monthly basis.
- Ensured consistent success in meeting or exceeding Service Level Agreements for delivery teams.
Call Center Operations Manager
Staples, Inc.
07.2013 - 07.2016
- Achieved desired productivity and time standard metrics by effectively managing a team of 25 agents.
- Utilized reporting for identifying areas of growth within the team, then employed coaching and motivation techniques to drive improvements.
- Effectively coached and mentored team members leading to consistent achievement of key performance metrics
- Conducted quality audits on agents and service representatives using Nice Perform software for effective call review monitoring.
- Modified and updated quality requirements through calibration and necessary additions/modifications to decision tree
- Ensure prompt resolution of all escalations related to services and agents
- Effective management of agent and service rep schedules to handle call volume and workload efficiently.
Education
High School Diploma -
08-1988
Skills
- Solutions Development
- Client Relationship Management
- Customer Engagement
- Operations Support
- Business Analysis
- Risk Mitigation
- Coaching and Mentoring
- Staff Motivation
- Remote Team Management
- Reporting skills
- Employee Motivation
- Call Monitoring
- Client Relationship Building
- Report Writing
- Employee Development
- Teamwork and Collaboration
- Customer Service
- Cross-Functional Collaboration
- Incident Management
- Staff Management
- Time Management
- Organizational Skills
Relevantexperience
- Managed staff of 34 associates in Field Services ITO environment
- Manage delivery of services and overall operations to multiple Fortune 500 companies
- Oversee, manage, and ensure all Service Level Agreements are maintained with client accounts
- Ensure P&L margins are met for each supported account
- Client relationship management
- Utilization of such ITSM tools as Service Now and Manage Engine
- Perform interviews and hiring decisions for new associates
- Provide ongoing technical, customer service training and program support to respective teams
- Conduct associate disciplinary action when necessary
- Streamlined internal processes for handling customer issues, and implementation of rotating on-call schedules
Professional Development
American Management Association Courses - Conflict Management, Management Law, Performance Management, Managing Corrective Action, Recruiting and Hiring, Project Management
References
Professional and Personal References Available Upon Request
Languages
English
Professional
References
References available upon request.
Timeline
Service Delivery Manager - Service Desk & Field Services - Stefanini North America and APAC
04.2022 - 08.2024
Support Manager - New Era Technology
12.2020 - 03.2022
Service Delivery Manager - NSC Global
07.2016 - 12.2020
Call Center Operations Manager - Staples, Inc.
07.2013 - 07.2016
Conner High School - High School Diploma,
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