Kim B Marshall

WORK HISTORY

ABOUT KIM B MARSHALL

Hello! I’m Kim. Life goal: a role that leverages my skill set to benefit the team, the customer and the company. To contribute meaningfully and continue expanding my capabilities in a dynamic environment. My passion and strength lie in helping others. Whether it\'s assisting users with resolving issues, enabling my team to provide exceptional customer service, or helping my peers and superiors succeed, I’m driven by the desire to support others. This includes coaching, mentoring, fostering continuous improvement, defining metrics, achieving project goals, and delivering key performance indicators (KPIs) results.With over 20 years of experience in Service Desk operations, I am an accomplished Senior Manager with a proven track record in ITSM leadership. Demonstrated success in continuous improvement, process enhancement, coaching customer satisfaction, team development, and a strong ability to get things done. Enthusiastic about analyzing data to identify opportunities that drive continuous improvement. Customer focused and dedicated to improving customer experience, driving ongoing improvements, establishing KPIs, and effectively managing team performance.Works collaboratively to ensure a positive customer experience, leveraging my extensive ITSM leadership and team-building skills. By fostering strong teamwork and focusing on continuous improvement, ensures that customer needs are met efficiently while maintaining high service quality. My approach emphasizes clear communication, shared goals, and collective problem-solving to deliver exceptional outcomes.Skilled in ServiceNow, Microsoft: Word, Excel and PowerPoint. In my day-to-day life, I am passionate about baking, constantly trying to perfect my cookie making skills/recipes and making the occasional banana bread. I’m also a big fan of kayaking, but equally enjoy cozying up with a good book on my Kindle. Puzzles are a favourite family activity and so rewarding. I also adore my fur babies - they keep me happily busy!Want to know more? Reach out.