KRISTINE TILLMAN

The Cleveland Clinic is a top-tier, teaching hospital, based in Cleveland, Ohio.

Responsible for efficient resolution of issues and ensuring client satisfaction by demonstrating leadership, collaboration, and initiative.

• Provided timely and accurate solutions to customer inquiries and issues
• Led continuous improvement efforts to maintain and update Knowledge base articles and associated Standard Operating Procedures (SOPs) to improve Support Team service levels
• Collaborated with team members to meet or exceed Service Desk Service Level Agreements (SLAs)
• Leveraged 60 calls using Avaya phone systems per day
• Processed 60 plus tickets per day in ServiceNow ticketing system

Swagelok Company is a $2B global developer and provider of high-performance fluid system solutions serving the oil and gas, power, petrochemical, alternative fuels, and semiconductor industries.

Developed strong working relationships with customers by providing rapid, innovative problem resolutions.

• Managed and prioritized SAP support queues to ensure SLA attainment
• Led technical support for 1000+ VMS shop floor users across reporting, quoting, and warehouse functions
• Responsible for incident and resolution management supporting deskside services
• Achieved ‘Zero-Customer Disappoints’
• Managed supplier order fulfillment SLAs