Rebecca Oconnor
Director of Technology Procurement @Zones, LLC
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WORK HISTORY
Director of Technology Procurement @Zones, LLC
Technology Transformation & Strategy: Led the modernization of the service delivery organization by transitioning from an end-of-life, end-of-support call center platform to a cloud-based solution, driving operational efficiency and scalability. • Process & Automation Improvements: Implemented AI-powered chatbots, intelligent knowledge management, and seamless integration with our ITSM platform to enhance self-service capabilities and improve agent productivity. • Operational Impact: Achieved a 10% reduction in average handle time (AHT) and 10% reduction in ticket volume, optimizing resource utilization and improving customer experience. • Program Leadership: Managed a portfolio of enterprise initiatives, aligning technology investments with business goals and ensuring seamless execution through cross-functional collaboration. • Stakeholder & Executive Engagement: Partnered with leadership to define the technology roadmap, enhance service delivery capabilities, and drive continuous improvements in managed services operations. • ITIL Implementation & Service Management Strategy: Transformed service delivery by implementing ITIL best practices, reducing resolution times, minimizing recurring incidents, enhancing knowledge management for faster issue resolution
EDUCATION
University of Washington
BA, Arabic; International Studies
SKILLS
ABOUT REBECCA OCONNOR
Focused and results-driven project leader with over 10 years of experience delivering complex, enterprise-wide initiatives in technology transformation, service delivery, procurement, and vendor management. Expert in program governance, stakeholder engagement, risk and issue management, change management, and cross-functional leadership. Proven success driving process improvements, cost savings, and operational efficiencies. Skilled in Agile, Waterfall, and hybrid delivery approaches, with deep experience implementing ITSM solutions, cloud platforms, and enterprise service transformation.
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