Jennifer Richardson

About Jennifer Richardson

Experienced leader in technology, operations, and vendor management, excelling in complex environments that demand exceptional quality, innovation, and sustainable solutions. Technical & Service Desk Management: Proficient in the planning, build out, and management of virtual teams with over 100 resources. Skilled in developing business models that are symbiotic between technology teams and clients. Adept in the development of support functions including service level management, process and knowledge management, quality, client satisfaction, and reporting. Customer, Team & Vendor Relations: Exceptional communication, interpersonal, and relationship skills demonstrated by successful partnerships with clients, teams, and vendors. Excel at building strong relationships that drive programs with innovation, growth, and quality.

Experience

1. Director, Global Head of Service Desk Dhl Supply Chain & Desktop Support Services N a

   DHL

   Jun 2013 — Present

   Manage operations, strategy, and budget for the Supply Chain Service Desk Globally, as well as Desktop Support Services for all DHL business units within North America. Includes the leadership of 6 managers and 160+ staff dispersed across the following locations: Brazil, Canada, Costa Rica, Czech Republic, Malaysia, Mexico, and United States. Foster a culture of continuous improvement inspiring initiatives for standardization, process enhancement, innovation, and automation.

Education

• Franklin University

  Bachelor of Science, Business Administration Degree

Skills

• Knowledge Management
• Project Management
• Technical Support
• Business Analysis
• Risk Management
• Technical Writing
• Call Center
• Process Improvement
• Program Management
• Telecommunications
• Change Management
• Disaster Recovery
• Incident Management
• Vendor Management
• Business Process Improvement
• Itil