Terry Hackett
Kailua,HI
Summary
Accomplished Service Delivery Manager at IBM, adept in client relationship building and exceptional communication. Spearheaded initiatives to streamline service delivery, enhancing client satisfaction and operational efficiency. Proven track record in fostering continuous improvement, achieving significant advancements in client advocacy and service quality. Earnest individual with experience in human services field providing support and guidance to individuals in need. Strong understanding of effectively working with people from diverse backgrounds. Passionate about helping others access needed services. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
44
44
years of professional experience
Work History
Client Advocate
Toshiba Global Commerce Solutions
Kailua, HI
04.2016 - 03.2024
- Streamlined communication channels for improved efficiency in handling client inquiries.
- Established strong rapport with clients by maintaining open lines of communication and promptly addressing concerns.
- Educated clients on available resources, guiding them through processes to achieve desired outcomes more efficiently.
- Managed escalated cases effectively by working closely with other teams and departments, leading to successful resolutions and satisfied clients.
- Collaborated with cross-functional teams to develop strategies for improving overall client satisfaction levels.
Service Delivery Manager
IBM
Minneapolis, MN
03.1980 - 03.2016
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
Education
Electrical Engineering Certificate - Computer Engineering Technology
Control Data Institute
Minneapolis, MN03.1980
High School Diploma -
Taipei American School
Taipei, Taiwan05.1976
Skills
- Client Relationship Building
- Exceptional communication
- Goal Setting and Achievement
- Attention to Detail
- Relationship Building
- Client Advocacy
Accomplishments
100% Club Marketing
Achieving 100% of your marketing goal
Leadership Award – Leadership in Service.
Multiple Bravo/Ovation Awards.
IBM Restricted Stock Award.
Many Thank Awards
Timeline
Client Advocate
Toshiba Global Commerce Solutions
04.2016 - 03.2024
Service Delivery Manager
IBM
03.1980 - 03.2016
Electrical Engineering Certificate - Computer Engineering Technology
Control Data Institute
High School Diploma -
Taipei American School