Eloise Carman
Head of Service Excellence @K3 Advisory Group
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WORK HISTORY
Head of Service Excellence @K3 Advisory Group
ABOUT ELOISE CARMAN
I am a Senior IT Service Management and Operations Director with a career spanning 23 years across Financial Institutions and Pharmaceuticals. 12 years of experience within Technology in managing multi-lingual, Global IT Service Desks. Extensive Stakeholder Management and successfully working with multiple Managed Service Providers.As Global IT Service Desk Lead I oversaw the seamless delivery of customer service operations across multiple channels, including live chat, internal portals, and telephony. I contributed to enhancing the user experience by optimizing processes and focussing on continuous service improvement. I also led global knowledge management and support strategies with a focus on operational excellence and innovative practices consistently elevating service quality and customer satisfaction. Known for my commitment to driving impactful solutions, I aim to transform IT service delivery in dynamic environments.Successes include $150k savings in 9 months, increase of ATTA in 30 seconds from 46% to consistently over 95% over a 12 month period and increase in NPS from 4.1 to 9.3 over 6 months.
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