Tena Williams

1. Provide Operations Logistics for enterprise-scale service delivery, coordinating resources and cross-functional teams

Resource Management:

• Resource utilization rate: 85-90%
• Cross-functional team coordination efficiency: within 2 hours average response time
• Workflow completion rate: 95% on-time delivery

Service Delivery:

• Service availability: 99.5% uptime
• Customer satisfaction score: 4.2/5.0 or higher
• Service level agreement compliance: 95%

2. Lead process redesign initiatives that reduce service downtime and improved operational efficiency

Downtime Reduction:

• Service downtime reduction: 40% decrease year-over-year
• Mean time to recovery (MTTR): within 30 minutes
• Planned maintenance window efficiency: 90% completed within scheduled time

Operational Efficiency:

• Process cycle time improvement: 25% reduction
• Number of processes optimized: 3-4 quarterly

3. Work with various teams on direct escalation and Incident Management processes and ensuring SLA targets are consistently met with little to no downtime

SLA Performance:

• SLA target achievement: 99% compliance rate
• Critical incident response time: within 5 minutes
• Incident resolution time: 90% resolved within 4 hours

Downtime Management:

• Unplanned downtime: less than 5% monthly
• Escalation accuracy rate: 95% (properly categorized incidents)
• Repeat incident rate: less than 5% annually

4. Partner with IT Operations and Business Operations stakeholders to ensure compliance and improve service levels

Service Level Improvements:

• Service quality score improvement: 15% year-over-year
• Stakeholder satisfaction rating: 4.7/5.0
• Cross-departmental project success rate: 95%

Project Delivery:

• Project completion rate: 95% on-time

Team Coordination:

• Project milestone achievement: 96% met on schedule
• Team productivity metrics: 30% improvement in delivery velocity
• Stakeholder engagement: 100% attendance at critical project meetings

• Supervised daily operations for a mission-critical command center environment, maintaining 99.5% system uptime and ensuring 24/7 operational readiness within 5-minute response times to critical alerts.

• Directed escalation and incident management processes, achieving 98% SLA compliance with average incident resolution times within 4 hours for critical issues and within 5 minutes for initial response to Priority 1 incidents.

• Built and coached a high-performing team of 12 members that improved customer satisfaction scores from 85% to 95%, while reducing staff turnover by 70% and achieving 95% team performance targets.

• Introduced performance dashboards and KPI reporting systems that increased operational visibility by 80%, improved accountability metrics by 45%, and enabled data-driven decision making across 15+ key performance indicators.

1. Stakeholder Collaboration & Gap Analysis

• Collaborated with multiple cross-functional stakeholders to identify operational gaps and design efficiency improvements that reduced process handle times by 40%

2. Developer Partnership & System Enhancement

• Partnered with development teams to deploy multiple system enhancements that improved system reliability from 85% to 95% uptime.

3. Process & System Testing

• Tested multiple new processes and system implementations with 99% accuracy rate, ensuring zero critical production failures and reducing post-deployment issues by 65% through comprehensive pre-production validation.