Years of experience: 17
Call Center SupervisorCall CenterBusiness OwnerDocument ProcessorData EntryCustomer Service
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Cynthia's Career Path
Apr. 2018 -Sep. 2024
Matthews InternationalService Deliver Manager
Pittsburgh, Pennsylvania, United States• Drove the initiative to start a bot program to have chat at the Service Desk, implementing a small repository of FAQ’s for the Artificial Intelligence, AI, to use, and have a live agent answer
• Lead projects with deliverables; ex FlexForce users were escalating all tickets for SAP Security, Improved escalation process for login resets to go to Service Desks and escalations for FlexForce us...
Mar. 2017 -Mar. 2018
EnsonoDelivery Manager
Downer's Grove, IL Daily traction of Telecom, Network, Wintel, and Service Desk to ensure customer satisfaction with the IT services provided
Provided thought leadership to the client about business needs
Keep track of projects on both Ensono and Pregis sides to ensure that tasks are performed smoothly
Coordinated with Service Desk to Improve Services and the customer experience to Pregis, which exceede...
May. 2015 -Mar. 2017
CSC - Computer Sciences CorporationOperations Manager- Service Delivery
Pittsburgh, Pennsylvania• Implemented large scale transition to utilize SCRUM techniques to deliver Platform Services quickly; reducing over time and missed SLAs
o Massive transition of knowledge for new location in Puerto Rico from the Pittsburgh office. Broken down into sprints by team, created a database, knowledge path and training
o Unix Dirty Cow patching of 2000 servers to be done in two weeks completed on t...