Patrice Boehme
Cumming,GA
Summary
Achieved exceptional SME performance at IBM by leveraging strong analytical skills and a focus on customer satisfaction. Spearheaded the onboarding and training of over 15 team members, demonstrating a blend of expertise in subject matter and mentoring abilities. Enhanced operations through innovative process improvements, significantly optimizing team efficiency and service delivery.
Overview
11
11
years of professional experience
Work History
Spectrum Virtualize SME Team Lead
IBM
06.2022 - Current
- Maintained accurate records of SME performance, using data-driven analysis to ensure an accurate case workload distribution.
- Collaborated with management to keep all informed of the day to day open actions with the team.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Devised and implemented processes and procedures to streamline operations.
- Generated reports detailing SME workload and case management.
- Onboarded and trained over 15 new members to the AG Storwize team.
Spectrum Virtualize SME
IBM
01.2013 - 06.2022
- Work multiple cases often being awarded for top case taker.
- Effectively managed my backlog while adhering to the GSD guidelines follow-up frequency.
- Used time wisely during the workday to incorporate at least 40 educational hours for the year.
- Mentored many team mates and offered assistance to facilitate knowledge transfer.
- Provided the most friendly service while remaining professional and technically helpful.
Education
Master of Science - Psychology
Campbell University
Buies Creek, NCMaster of Science - Information Resource Management
University of Maryland University College
Adelphi, MD05.2007
Skills
- Strong analytical skills
- Training and mentoring
- Expertise in subject matter
- Customer Focus
Timeline
Spectrum Virtualize SME Team Lead
IBM
06.2022 - Current
Spectrum Virtualize SME
IBM
01.2013 - 06.2022
Master of Science - Psychology
Campbell University
Master of Science - Information Resource Management
University of Maryland University College
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