Yvonne Teich

About Yvonne Teich

An international leader with over 20 years of hands-on experience in Technology support and account transformation while providing operational and progressive thought leadership. A client facing, innovative, and results oriented leader with outstanding communication skills proven to strengthen the overall customer relationship, as well as manage the performance and motivation of several highly functional and focused teams. Proven financial results, growth, and continuous improvement via innovation and process enhancement, and introduction/ transition of new business while maintaining high levels of customer satisfaction, employee satisfaction, and shareholder value. Keen focus on staff development, metrics, emergent technologies, corporate expenditures, and operating efficiencies. SKILLSThought Leadership, Financial Management, Disaster Recovery, Strategy, Portfolio Management, Technology Outsourcing & Governance, Relationship Management, Service Delivery, Systems Management, Enterprise Infrastructure, Cloud, Digital Transformation, Digital Workplace Services, Change Management, Staff Development, Project Delivery, ITIL, IT Service Management (ITSM), Virtualization, Solutioning, and Vendor ManagementACHIEVEMENTS- Recognized as Dream Forward North America Most Valuable Team Member 2022- Atos Global Top Talent Alumni 2022- Recognized as HLS Hero for Customer Service and Support 2021- Key contributor to the to the solutioning, development, and execution of multiple multi-million-dollar contract renewals- Implementation of Service Now with integration to secondary incident management systems- Managed shift left initiative resulting in 50% reduction of on-site dispatches - Development and support of multiple Technology Bars, ultimately bridging the gap between technology and the user community- Implemented, managed and consistently maintained achievement of >95% of SLA & XLA’s within multiple customer engagement- Active contributor to the development of the Global Service Delivery Management Framework- Achieved 75% reduction in open ticket backlog through process improvements and active monitoring of SLA metrics- Led the successful transition of Service Desk from onshore to offshore solution on time and under budget

Experience

1. Global Client Delivery Executive - Healthcare & Life Sciences

   Atos

   Dec 2023 — Present

   Global Delivery Executive responsible for delivery of end user services to a large global Healthcare and Life Sciences account responsible for* Support users in 12 languages across 70 countries and 6 continents* Service Desk handling 1 million calls annually with 70% first call resolution from 5 call centers* Deskside support for including L2 support, refresh, and proactive support* Support for 220 regional/country data centers

Education

• HEC Paris

  GOLD for Business Leaders - Global Executive Talent Program

  2022

• Berkeley College

  Business Administration and Management & Microcomputer Accounting

  1992

Skills

• IT Service Management
• Service Management
• Change Management
• Managed Services
• P&L Accountability
• P&L Ownership
• Itil
• IT Outsourcing
• IT Solutions
• Business Process
• Contract Management
• Contract Negotiation
• Account Management
• Pmo
• IT Business Management
• Sla
• IT Operations
• Incident Management
• Continuous Improvement
• Business Continuity
• Resource Management
• Vendor Management
• Information Technology
• Program Management
• Business Strategy
• Outsourcing
• Professional Services
• Project Portfolio Management
• Infrastructure
• IT Strategy
• Pmp
• Project Delivery
• System Deployment
• Integration
• IT Management
• Service Delivery
• Data Center
• Operations Management
• Management
• Disaster Recovery