Ronald M. Sharkey
Atlanta,GA
Summary
Visionary executive leader with 15+ years driving enterprise-level service delivery, customer success, and supplier management. Proven track record of scaling multimillion-dollar practices, leading global support teams, and implementing AI-driven CX platforms. Renowned for building high-performing teams and consistently meeting enterprise customer requirements while achieving measurable results. Adept at aligning operational execution with strategic client outcomes to maximize retention, satisfaction, and revenue growth. Skilled in identifying and fulfilling customer needs, managing complex operations, and succeeding in fast-paced organizational environments. Accomplished facilitator and team leader in strategy and operations, with a demonstrated ability to negotiate across departments to design integrated processes that improve efficiency, quality, and financial outcomes.
Overview
26
26
years of professional experience
Work History
Managing Director, Customer Experience Practice
Insight Global
Atlanta, GA
01.2019 - Current
- Lead the strategic expansion of the Customer Experience Practice to over $115M in annual revenue.
- Supervise a team of 6 senior leaders, 35 indirect reports including Customer Success Managers (CSM) and Service Delivery Managers (SDM) and over 3,000 consultants.
- Developed comprehensive strategic roadmaps with targeted services and industries to meet annual revenue growth targets.
- Develop comprehensive customer journey maps to enhance customer satisfaction and ensure customer renewals.
- Grew Practice by 156% to over $115M over 6 years, with an average of 17% YoY growth.
- Generated $112M in revenue during Covid 19 pandemic by standing up a brand-new contact tracing service making my practice the only growing practice within the company and making up 54% of our managed services total revenue.
- Expanded the Practice from a few decentralized programs to over 75 programs, while increasing the customer base from 18 to 48 across various industries with an emphasis on major law firms, top-tier technology companies, financial institutions.
- Ensured exceptional program delivery by adhering to SLAs, KPIs, with a strong emphasis on continuous service improvement to consistently exceed customer expectations and desired outcomes.
- Increased average customer tenure to over 2 ½ years, with 8 programs currently running 4+ years and still under multi-year contracts.
- Forged a strategic partnership with Five9 as our preferred contact center platform and spearheaded the implementation of AI capabilities across all pertinent programs.
- Built SCORE methodology that was adopted division wide for risk mitigation and to ensure successful delivery of programs.
Service Delivery Executive, Managed Services Division
Insight Global
Atlanta, GA
01.2016 - 01.2019
- Excelled in a hybrid role within the Managed Service Division (MSD) that included delivery, solution architecture and program management.
- Led the contact center, service desk and end user support services programs within the division.
- Worked in pre-sales with our account management team to help vet opportunities as well as led client presentations articulating our value to customers seeking our services.
- Led 4 large client programs with over 300 employees and a combined revenue of over $25M.
- Grew largest account (HP) by 48.8% in revenue by partnering with executive leaders to align strategic initiatives and develop an 18-month roadmap to achieve results.
- Maintained a monthly attrition rate of less than 5% with top programs while achieving 100% of agreed upon contractual SLAs.
- Created and conducted service desk maturity assessments on multiple clients, providing recommendations for process improvements and helped client execute on those improvements.
- On largest account, reduced agent 'door to floor' time by 50% within the two major service towers and reduced client training cost by over $1M.
Senior Manager, Tier II Service Desk and Operations Center
Amtrak
Atlanta, GA
01.2016 - 12.2016
- Leader of 7 Lead Service Management Agents, 12 Operations Agents and 5 Tier II Service Desk Agents.
- Responsible for day-to-day operations of both Service Desk and Operations Center including process improvements, training, network and application monitoring.
- In one month, implemented processes that decreased incident ticket backlog by 80% and service requests by 32%.
- Re-designed training curriculum that included cross-functional team leaders as guest speakers to enhance collaboration among teams as well as increase education of current service desk staff.
- Established and implemented performance scorecards as a way of showing relative contribution to both the team and the organizational goals.
Senior Director, End User Services
McKesson Corporation
Alpharetta, GA
01.2013 - 12.2016
- Leader of six cross-functional teams reporting to Vice President with 43 internal employees, including five direct reports and 114 outsourced staff provided both technical service desk as well as desktop support, servicing over 75k employees/contractors globally.
- Service Owner for End User Support which included the support of Windows and Mac PC’s, print services (multi-function printers and personal desktop printers), mobile devices, end-point device backup and application support.
- Managed P&L, capital and operating budgets, employee compensation, strategic roadmap and employee development plans.
- Successfully negotiated more than $2.4M (24.7%) annual savings by renegotiating IT services contract with supplier.
- Grew customer base by 22% over 12 months by selling centralized support services to multiple CIOs across a highly federated organization.
- Developed and executed strategy for a company-wide innovation initiative to put walk-in support centers (Tech Bar) in the corporate campus locations which resulted in a Net Promoter Score (NPS) of 97.
- Managed multi-million-dollar budget and met or exceeded financial targets for 12 consecutive years across multiple roles all while reducing spend by 2-5% YoY.
- Negotiated $24M, 3-year contract renewal with supplier that included tiered SLAs with higher escalating thresholds and financial penalties and a YoY 5% reduction in cost throughout the life of the contract.
- Managed and coordinated efforts to review the Incident Management Process which led to redesigning training across all of IT.
- Served on board for Event, Change, Problem and Configuration Management as part of owning the Incident Management Process.
- Increased the number of end-point devices patched within the organization by more than 20% by creating a cross-functional robust test population which ensured patches would not cause conflict within the federated environment.
Director, End User Support
McKesson Corporation
Alpharetta, GA
01.2010 - 12.2013
- Managed RFP process evaluating and scoring suppliers on their capabilities to deliver on end user services support strategy that ensured alignment with industry best practices and customer needs.
- Led team of cross functional business partners of varying levels within the organization that assisted in respondent evaluation and scoring of the RFP for services.
- Developed and led C-Level executive forums to discuss strategic initiatives and industry trends that would span across business units.
- Developed a new executive (VIP) support team structure while also introducing metrics that increased technician accountability and decreased mean time to restore.
Service Delivery Manager, End User Support
McKesson Corporation
Alpharetta, GA
01.2007 - 12.2010
- Created governance to assist suppliers and repaired broken relationships between 1st, 2nd and 3rd level support groups and increase customer satisfaction.
- Created framework for monthly dashboards to share with executive leadership which assisted with strategic planning and forecasting that ensured budgets could be met.
- Managed and held suppliers accountable to meet or exceed service levels for 29 consecutive months.
- Build the OLA structure within the corporate IT organization which allowed service teams to meet agreed upon SLAs with 12 business unit customers.
Service Desk Manager, End User Support
McKesson Corporation
Alpharetta, GA
01.2003 - 12.2007
- Managed and consolidation efforts of four business unit Help Desk Teams and integrated them into a single 24x7x365 Service Desk Team with full redundancy and business continuity.
- Improved operational efficiencies which resulted in a 63% reduction in Average Speed to Answer (ASA), and a 47% reduction in abandonment rate while managing a 54% increase in overall caseload with staff attrition of less than 10%.
- Designed and implemented an adherence program that decreased the ASA by over 1:30 in a 3-month span.
- Created analyst scorecard that evaluated performance based on five critical categories and created a competitive high-performing culture.
Support Agent, Support Team Lead
Creative Solutions (Thomson Reuters)
Dexter, MI
01.2000 - 12.2003
Education
Bachelor of Science - Business Administration
Oakland University
Skills
- Team Leadership & Development
- Strategic Planning & Execution
- Customer Success & Retention
- Service Delivery & Transformation
- Program & Project Management
- P&L Budget and Contract Negotiation
- Metrics, Outcomes & Analysis
- Account Expansion
- Revenue Growth
Personal Information
Title: Customer Experience Leader
Timeline
Managing Director, Customer Experience Practice
Insight Global
01.2019 - Current
Service Delivery Executive, Managed Services Division
Insight Global
01.2016 - 01.2019
Senior Manager, Tier II Service Desk and Operations Center
Amtrak
01.2016 - 12.2016
Senior Director, End User Services
McKesson Corporation
01.2013 - 12.2016
Director, End User Support
McKesson Corporation
01.2010 - 12.2013
Service Delivery Manager, End User Support
McKesson Corporation
01.2007 - 12.2010
Service Desk Manager, End User Support
McKesson Corporation
01.2003 - 12.2007
Support Agent, Support Team Lead
Creative Solutions (Thomson Reuters)
01.2000 - 12.2003
Bachelor of Science - Business Administration
Oakland University