JO-ANN FUENTES
New York,NY
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Focused on optimizing operations and motivating employees while applying excellent organization and communication skills to manage and lead teams.
Overview
22
22
years of professional experience
1
1
Certificate
Work History
Service Desk/Tools Manager
SWISS RE
05.2019 - Current
- Led team of 14 agents, which is part of a global service desk providing 24/7/365 support services for IT, HR, Real Estate, other employee services.
- Accountable for the positive customer experience while maintaining cost-effectiveness, e2e process management for 10K digital touchpoints, approx. 1k inbound contacts daily with a customer satisfaction NPS score of >90/100.
- Achieving critical Service Desk metrics, e.g. Abandoned Call Rate, Average Handling Time, Service
Quality, First Call Resolution, First Response Time. - Ensure alignment across global team to participate in capacity forecasting and planning, as well as identify and address dependencies and blockers to ensure smooth service delivery 24/7.
- Consistent positive Stakeholder feedback and taking personal accountability on all projects.
- Negotiated favorable contracts with vendors, securing advantageous terms for the company while maintaining strong professional relationships.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols. Achieved Line Manager score >89% for Employee Engagement Surveys.
- Drove digital transformation efforts within the organization by implementing advanced technology solutions that streamlined workflows and improved customer experience.
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits.
ITSM Manager, Service Desk
VISITING NURSE SERVICES OF NEW YORK
04.2016 - 12.2018
- Serve as SME for the IT Service Management transition from internal service desk to external
service desk. - Responsible for managing, monitoring and reporting KPI ad SLAs for various ITSM processes.
- Perform all Liaison duties between Business Users and External Vendors. Responsible for holding
vendor accountable for complying with regulatory and other compliance requirements.
Manager, Service Desk
VISITING NURSE SERVICES OF NEW YORK
11.2013 - 04.2016
- Manage the day-to-day operation of the IT service desk staff of 10 FTE/consultants.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Ensured compliance with industry regulations by participating in quarterly audits.
Various Positions
VISITING NURSE SERVICES OF NEW YORK
08.2002 - 11.2013
Education
Bachelor of Business Administration - Computer Information Systems
Bernard Baruch College
New York, NY06.1996
Skills
- ITIL
- Agile Methodologies (Kanban)
- Office 365 (eg Teams, Onenote, Forms)
- Service Now, NICE Incontact CXOne, Genesis Suite, Support Magic, Vantive, Serena Teamtrack, IPSoft
- MS Office suite (eg Powerpoint, Word, Outlook)
- Excellent Communication
- Detailed Oriented
- Coaching, Mentoring
- Leadership and People Development
Certification
ITIL V3 Foundations Certification
Affiliations
- Helpdesk Institute (HDI)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Service Desk/Tools Manager
SWISS RE
05.2019 - Current
ITSM Manager, Service Desk
VISITING NURSE SERVICES OF NEW YORK
04.2016 - 12.2018
Manager, Service Desk
VISITING NURSE SERVICES OF NEW YORK
11.2013 - 04.2016
Various Positions
VISITING NURSE SERVICES OF NEW YORK
08.2002 - 11.2013
Bachelor of Business Administration - Computer Information Systems
Bernard Baruch College
Similar Profiles
ARPITA DINESHARPITA DINESH
Associate Financial Analyst at Swiss ReAssociate Financial Analyst at Swiss Re
Antonio FerráAntonio Ferrá
Assistant Medical Director - LATAM at Swiss ReAssistant Medical Director - LATAM at Swiss Re
ABDUL RAHMANABDUL RAHMAN
Data Scientist at Swiss ReData Scientist at Swiss Re
Karan AroraKaran Arora
Corporate Actuarial Senior Analyst at Swiss ReCorporate Actuarial Senior Analyst at Swiss Re
Jewel ConyersJewel Conyers
Patient Coordinator at Mount SinaiPatient Coordinator at Mount Sinai