Christopher E.
Sr. Manager, SLA & Quality
- Role
- Sr Manager, SLA & Quality at Globalstar
- Location
- Miami, FL, US
- LinkedIn followers
- 500 followers
Experience
Sr Manager, SLA & Quality
Dec 2021 — Present · Covington, LA, US
Customer Escalation & Complaint Handling- Interface for service reviews with customers and Globalstar team- Jeopardy management of service levels against customer SLA\'s- Support of Incident management, reporting & logging- Internal process development, documentation and production of how to guides- Driving Process / system improvement projects- Leadership, motivation, management and development of the quality team to ensure all staff are adequately skilled & capable of performing their functions- Ensuring all processes, and activity level instructions are well documented and understood by Globalstar team- Interface with manufacturer on quality, anomaly response, repair, and warranties- Plan, execute, and oversee inspection and testing of incoming and outgoing product to confirm quality conformance to specifications and quality deliverables- Assist operations and local quality function in tracking, documenting, and reporting quality levels as well as CSR- Analyze and investigate customer service complaints or reported quality issues to ensure closure- Monitor risk-management procedures, and maintain and analyze problem logs to identify and report recurring issues to management
Skills
- Windows Server
- Navigation
- Operations Management
- System Deployment
- Servers
- Team Leadership
- Cisco Technologies
- Network Administration
- Project Management
- Management
- Team Management
- Software Documentation
- Troubleshooting
- Integration
- Visio
- Cisco Systems Products
- Security
- Satellite Communications
- Networking
- IT Management
- Vendor Management
- Disaster Recovery
- Budgets
- Maritime
- Project Planning
- Microsoft Office
- System Administration
- Telecommunications
- Marine Engineering
- Computer Hardware
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