JoAnn Cooper
Barnum,MN
Summary
Result-driven Service Delivery Coordinator with proven experience in managing and coordinating all aspects of service delivery. Strengths include strong organizational skills, ability to prioritize multiple tasks simultaneously, and effective communication skills. Have consistently improved operational efficiency, reduced costs, and ensured customer satisfaction in previous roles.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
26
26
years of professional experience
Work History
Service Delivery Coordinator
CenturyLink
Duluth, Minnesota
06.1998 - 04.2024
- Developed and maintained service delivery plans for all customers, ensuring objectives were met and exceeded.
- Created and monitored customer service performance metrics to ensure quality of service.
- Provided support to customers in resolving technical issues related to services offered.
- Prepared reports on operational performance and presented findings to senior management team members.
- Collaborated with internal teams such as sales, marketing, operations, and finance departments to ensure successful implementation of new services.
- Assisted in developing training materials for staff members involved in service delivery activities.
- Worked closely with vendors to ensure timely resolution of any problems or issues that arose during the provisioning process.
- Resolved escalated customer complaints in a timely manner by providing appropriate solutions or alternatives.
- Monitored customer accounts regularly for compliance with service level agreements.
- Maintained records of all customer interactions including notes about conversations, follow-up actions taken.
- Participated in industry events and conferences related to service delivery best practices.
- Ensured adherence to company policies related to service delivery activities such as billing, payment processing.
- Researched and corrected problems quickly to maximize customer satisfaction.
- Collaborated with customers to provide customized services to meet specific needs.
- Collaborated with customers and vendors to implement successful delivery plans.
- Evaluated paperwork for accuracy and completion.
- Managed contract terms and conditions and service level agreements.
- Set and directed clear policies to provide consistent delivery standard.
- Coordinated communication between internal teams regarding changes or updates being made within the organization's services portfolio.
- Established relationships with external partners who provide services that are complementary to those offered by the organization.
Education
Some College (No Degree) - Accounting And Finance
University of Maryland Global Campus
Hyattsville, MDSkills
- Incident Management
- Customer Relations
- Paperwork Processing
- Invoicing expertise
- Escalation management
- Workflow Coordination
- Meeting facilitation
- Documentation skills
- Customer Satisfaction
- Address management system
- Team Collaboration
- Attention to Detail
- Analytical Thinking
- Task Prioritization
- Serve customers
- Multitasking Abilities
- Reliability
- Customer Service
- Professionalism
- Problem-solving aptitude
- Address verification
Timeline
Service Delivery Coordinator
CenturyLink
06.1998 - 04.2024
Some College (No Degree) - Accounting And Finance
University of Maryland Global Campus
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