Summary
Overview
Work History
Education
Skills
Work Availability
Languages
Quote
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Laykoeu Kim

Laykoeu Kim

Woodbridge,VA

Summary

Service Delivery Manager with 10 years of experience in management Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change

Resourceful managers achieved customer fulfillment goals through effective management of cost and logistics determinants. Implemented plan to maximize company revenues with minimal additional resource investment. Worked closely with internal partners, and adopted new functional technology to meet preset goals and objectives.

Overview

20
20
years of professional experience

Work History

Service Delivery Manager

Exela Technology Services
06.2006 - Current
  • Attended staff and client meetings and served as liaison to manage operations for account.
  • Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
  • Coordinated and led internal and external site team meetings.
  • Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
  • Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
  • Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
  • Coordinated new hire recruitment, training and development.
  • Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
  • Maintained efficient functionality of over 100+ MFDS, remotely, and on-site with preventive maintenance and basic repairs.

COPY CONSULTANT/SUPERVISOR/PROJECT MANAGER

FedexKinkos Copy Center
Washington, DC
05.1993 - 06.2006
  • Assist customers on email and applications such as Microsoft Office (word, powerpoint, excel), WordPerfect, Navigating the Internet using Internet Explorer, Adobe PageMaker and Photoshop, and extensive usage of Acrobat Reader Pro.
  • Assign user logins and passwords to customer for access to applications and Internet connection.
    Monitor and maintain Computers on LAN for proper operation.
  • Monitor and guide overall customer service, ensure branch has success.
  • Organize and manage the store's production, express greeter, digital projects via mails and oversees team performance.
  • Operate production machines such as: Xerox DoCuTech 6115, Fiery 12, KODAK 110, and Architectural printing.
  • Supervise and train new team members.
  • Sourced, vetted and managed vendors needed to accomplish project goals.
  • Built successful project plans covering objectives, resources and staffing to meet schedules.
  • Reported regularly to managers on project budget, progress and technical problems.
  • Recruited and oversaw personnel to achieve performance and quality targets.
  • Verified quality of deliverables and conformance to specifications before submitting to clients..
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.
  • Maintained open communication by presenting regular updates on project status to customers.
  • Adhered to budget requirements with excellent planning and consistent expense monitoring.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Prepared a variety of different written communications, reports and documents to ensure smooth operations.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Worked flexible hours; night, weekend, and holiday shifts.

Education

Associate of Science - Computer And Information Sciences

Computer Learning Center
Alexandria, VA
2000

Skills

Customer Service

Decision-Making

Logistics Planning

Detail-Oriented

Improvements Recommendations

Critical Thinking

Work Planning and Prioritization

Component Replacements

Onboarding and Training

Relationship Building

Fleet Inspections

Recruiting and Interviewing

Workforce Management

Service Provider Communication

Client Meetings

Project Planning

Hardware and Software Installation

Printers and Peripherals

Issue Resolution

Operations Support

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages

Cambodian
Native or Bilingual

Quote

"Take care of your employees, and they will take care of the clients."

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Laykoeu Kim