Michaelina Kraemer
Morrisville,PA
Summary
Seasoned Operations Manager and talented leader with 20 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Project Manager
Yorktel
06.2023 - Current
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Coordinated installs of MS Teams rooms
- Commissioned and tested MS Teams rooms, to be released to the customer
- Monitor health and success of the MS Teams rooms
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
Video Service & Operations Manager
Yorktel
03.2011 - 06.2023
- Improved operational efficiency by streamlining processes and implementing cost-saving measures.
- Provide SLA reporting, performing metric analytics monthly, (video usage, quality, room utilization, customer satisfaction, ticketing, and ACD calls)
- Monitor and manage incident ticket service (ServiceNow) queues to ensure accurate and timely resolutions.
- Collaborated with customer in the deployment of their MS Teams rooms
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
Video Conference Operator
Yorktel
07.2005 - 03.2011
- Increased overall product quality through meticulous attention to detail during operation processes.
- Led and directed Operational Conference Support Team
- Provided Event Management for VIP video conferences to ensure exceptional delivery of service
- Successfully assisted end users with equipment and operational best practices
- Created best practices for Team members to best support our customers
- Provided Conference Support triage and advanced troubleshooting support
Education
Certificate - Medical Office Administration
Cittone Institute
Princeton, NJ04.1997
High School Diploma -
Morrisville High School
Morrisville, PA06.1996
Skills
- Productivity Improvement
- Project Management
- Procedure Development
- Resource Allocation
- Technical Support
- Schedule Management
- Data Analysis
- Client Rapport
- Data Review
- Customer Relations Specialist
Certification
- ITIL Certified
- Multiple Polycom Certifications
Timeline
Project Manager
Yorktel
06.2023 - Current
Video Service & Operations Manager
Yorktel
03.2011 - 06.2023
Video Conference Operator
Yorktel
07.2005 - 03.2011
Certificate - Medical Office Administration
Cittone Institute
High School Diploma -
Morrisville High School
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