Susan P.
Client Delivery Executive @Cybit
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WORK HISTORY
Client Delivery Executive @Cybit
ABOUT SUSAN P.
Sale GovernanceProposal writingManagement experience in first level IT Service Desks from delivery to financial activitiesExperienced Contact Center Manager for Business Process Outsourcing and also delivery of Business Driven Contact Centers in Mobile/Banking/Insurance services.Experience in delivery of ITIL processesWFM knowledgeDelivery of Knowledge Base experienceMember of World Class Operations associationITIL ExperiencedFinancial budget managmentStrong understanding and exprience of HR proceduresKeen involvement in training and development - obtaining recommendation for development programme within first level service support for Service Desks & Contact Centers.Involved and exprience in transition and transformation activities both in outsourcing and militaryStrong Case Management toolsets knowledgePart of Service Improvement and Continuous Improvement teamsSpecialties: Contracts negotiationsBanking FISA legislationWFM ITIL ProcessesTelephony SolutionsContact Center Management SolutionsSales and pricing solutionsOutsourced first level Contact Centers and Service DesksFinancial P&L experienceTroubleshooting and Service Improvement InitativesRemote Desktop Team ManagementTransition and Transformation experienceContact Center Best Practice Gold Standards knowledgeSLA ManagementClient Account ManagementGovernance processCSC set up
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