Sallyann Brown
Service Desk Team Lead @Sysco
Signup · Get unlimited contacts
WORK HISTORY
Service Desk Team Lead @Sysco
Leading and supporting a Service Desk team to deliver high-quality IT support across the business• Driving team performance, ensuring SLAs and KPIs are consistently met• Acting as an escalation point for complex incidents and service issues• Coaching and developing team members to build confidence and capability• Identifying opportunities for continuous improvement across service deliveryLeading and supporting a Service Desk team to deliver high-quality IT support across the business• Driving team performance, ensuring SLAs and KPIs are consistently met• Acting as an escalation point for complex incidents and service issues• Coaching and developing team members to build confidence and capability• Identifying opportunities for continuous improvement across service delivery
EDUCATION
Globaledulink
ITIL 4
BPP
AAT Level 4, Accounting
ABOUT SALLYANN BROWN
Customer-focused Support Team Lead with a proven track record of leading high-performing teams and resolving complex escalations. I thrive on delivering exceptional service, mentoring teams, and turning challenges into positive outcomes for both customers and colleagues.Over the past 13+ years, I have led support teams in fast-paced, customer-centric environments, overseeing day-to-day operations, monitoring KPIs and SLAs, and driving continuous process improvements. I regularly manage high-priority escalations, coordinating between teams, stakeholders, and customers to ensure issues are resolved efficiently and effectively, while maintaining strong client relationships.I am passionate about creating environments where teams feel empowered, supported, and accountable. Coaching and developing team members is one of my strongest areas, and I take pride in fostering a culture of ownership, collaboration, and service excellence.My experience includes:• Escalation & issue resolution: Managing sensitive and complex customer concerns while ensuring satisfaction.• Team leadership & coaching: Guiding teams to exceed targets, develop skills, and grow in confidence.• Process improvement & operational oversight: Streamlining workflows, reducing repeat issues, and enhancing efficiency.• Customer experience focus: Ensuring every interaction is positive, timely, and aligned with business goals.I enjoy turning challenging situations into opportunities for improvement, implementing clear processes, and making the customer journey as smooth as possible. My goal is always to balance operational excellence with a strong customer experience, while supporting my team to achieve their full potential.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.