Tami Anderson
Fort Wayne,IN
Summary
Results-oriented professional with 15 years of experience in developing, implementing, and maintaining Service Desks. Demonstrated expertise in leading teams and driving process improvements to enhance employee performance and client satisfaction. Collaborative leader dedicated to fostering an engaged and empowering work culture.
Overview
27
27
years of professional experience
Work History
Manager of Customer Services
IDEMIA Group
Fort Wayne, IN
03.2023 - Current
- Manage technical help desk teams for the Civil Identity division, supporting 30+ DMV programs, digital fingerprint capture, and our mobile ID app.
- Resource, organize, and facilitate 20 technicians located across 6 states to provide high-quality service to clients.
- Provide support for up to 2,000 cases weekly via phone, email, customer portal, and live chat, with a 73% Tier 1 closure rate.
- Shortened average wait times through team restructuring.
- Boosted operational efficiency and FCR via peer collaboration.
- Established and documented processes, workflow, and escalations.
- Assisted with developing customer contract terms and conditions related to Tier 1 support.
- Designed dashboards and analyzed data to identify trends and track KPIs and SLAs.
- Developed staff schedules according to skills and workload priorities.
- Facilitated new hire onboarding and supported protocol training.
- Performed employee reviews and monitored team performance against established goals and objectives.
- Led regular team and 1x1 meetings to provide ongoing feedback, set clear performance expectations, and identify areas for development.
- Create a positive work environment through transparent communication, employee engagement initiatives, and accessible leadership style.
- Aided in transitioning the company's ticketing system to Salesforce
Director of Support
Waident Technology Solutions
Chicago, IL
03.2011 - 01.2023
- Managed an MSP IT service desk of 17 technicians and engineers located across 4 states, supporting 100+ clients, 500+ computers, resolving 1500+ service requests, and completing multiple projects each month.
- Leadership team member instrumental in developing a roadmap to achieve business objectives, including the acquisition of 3 operations, and ongoing growth, adding new services, clients, and team members.
- Improved support service by developing operational protocols, SLAs, KPIs, and workflows to keep the department organized and running smoothly.
- Established, documented, and implemented departmental objectives, policies, procedures, and strategies.
- Conducted interviews and managed the new hire process.
- Created reports and examined metrics to monitor customer data, health indicators, and documented improvement recommendations.
- Reviewed staff performance on a quarterly basis to provide targeted feedback and identify areas for growth.
- Attended Service Desk peer group events to keep up with best practices, tools, and trends.
Stay at Home Mom
Home-maker
Fort Wayne, IN
12.2006 - 03.2011
- Relocated for family needs, primary caregiver during children's early years
Help Desk Manager
Chicago Mercantile Exchange Group
Chicago, IL
06.1999 - 12.2006
- Managed internal IT Help Desk, overseeing daily operations and a team of 10 help desk representatives.
- Provided support to CME employees, in addition to 3,500 member firm employees, and equipment for both upper and lower trading floors.
- Assisted with development of the electronic training support center, GLOBEX, and coordinated support training.
- Developed firm member support team as a subset of the helpdesk.
- Streamlined processes and created documentation.
- Created help desk reports to monitor service levels and team performance.
- Organized shift assignments and expanded coverage to 24-hour support.
- Performed employee evaluations, identified training needs, and motivated staff.
Help Desk Technician
Chicago Mercantile Exchange Group
Chicago, IL
04.1998 - 06.1999
- Provided level 1 tech support to CME employees and member firms
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Team player, follow processes and procedures, document all work, reliable, always ready to help and learn
Education
Bachelor of Arts - Psychology
St Xavier University
Chicago, ILSkills
- Call Center Operations
- SLA Management and KPI Monitoring
- Adaptive Task Management
- Continuous Improvement Initiatives
- Teamwork and Collaboration
- Performance Review Management
- Employee Scheduling
- Cisco Manager, UCCX
- Chat management, Velaro
- Policy Development & Enforcement
- Strong Communication Skills
- Talent Acquisition and Development
- Salesforce, ITSM, ConnectWise
- Microsoft Office Proficiency
Timeline
Manager of Customer Services
IDEMIA Group
03.2023 - Current
Director of Support
Waident Technology Solutions
03.2011 - 01.2023
Stay at Home Mom
Home-maker
12.2006 - 03.2011
Help Desk Manager
Chicago Mercantile Exchange Group
06.1999 - 12.2006
Help Desk Technician
Chicago Mercantile Exchange Group
04.1998 - 06.1999
Bachelor of Arts - Psychology
St Xavier University
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