Maykel Morgan

Experience

• 

  Orange Business Services

  Apr 2008 - Jul 2014

  • Senior Project Manager

    Jan 2014 - Jul 2014

  • Head of Solution delivery management

    Jan 2012 - Dec 2013

  • Solution delivery Manager

    Apr 2008 - Dec 2011
• 

  SITA

  Aug 2014 - now

  Customer Success Manager

  •Manage any Service Level Agreements (SLA's) for assigned customers and ensure that all contracted/agreed service levels are met for each element of the services delivered•Manage all customer requests for service promptly and professionally •Lead the Continual Process Improvement process with the customer, including recommendations for service upgrades - Proactively monitor SITA customer services, identify improvement and risk areas and own the various service improvement plans.•Provide support to develop customer proposals by identifying any local factors that may impact the operational model and/or associated internal and external operations support costs •Escalate operational issues as required and act as the operational point of contact for Customers, Users, Service Providers and line management •Manage other client service staff assigned to support the customer(s)•Develop a close working relationship with SITA's account director(s)/manager(s) and actively contribute with Sales in identifying and winning new customer business opportunities or contract renewals.•To contribute for profitably managing organic revenue growth of the contracted services with our customers. - To provide support to line management and bid teams in developing customer proposals by identifying any local factors that may impact the operational model and/or associated internal and external costs.- To evaluate solutions, resources and costs of dedicated or bundled service management proposals. Show less