Stephanie Robinson

Experience

• 

  HP

  May 2009 - May 2015

  · Account’s transition and the acquisition of the knowledge· Create, improve and propose new processes.· Create training process· Identify the Top Product names. · Training sessions · “Go Live”, I contributed to plan the first performance improvement action for the account.· KPI and SLAs completion· Monthly and weekly team meetings to communicate important news and updates. · Recognition meetings and Engagement activities· I followed up to maintain the Team's Schedule Adherence within the target 90%.· I obtained a 100% compliance of mandatory trainings for self and direct reports before due date.· I always assisted the CCL requests as needed.· I worked on a Workshop for the L2 agents to improve their people skills and the way they provided agents with feedback. · I took the time to know my people and understand which were their needs and tried to complement this on a daily basis.· I was constantly involved to fix issues, outages and communicate day-to-day findings to maintain an excellent work ethic and the correct prioritization of specific issues. · I was the team lead in charge of the “Go Live” for the new ticket system Service Now which included organizing meetings, training delivery and the taking care of the client’s visit. · I created an Improvement Plan to improve Quality Assurance evaluation. The improvement plan included a list of parameters to pay attention to details. · I was the lead in charge of the “Office 365 Migration”. · I was in charge of tracking and providing the corrective actions as needed, based on the company´s rules. Show less · I provided Ericsson First Level Agents with technical support.· Ensure calls were taken within SLA.· High call volume strategies.· Creation and delivery of account’s technical training. · Created and uploaded reports.· Schedule Adherence track.· Internal Problem Analysis · I remained well updated in Ericsson Service Desk policies, procedures, standards and documentation. · I contributed to the Knowledge Base technical solutions. · I followed up Process Checks to maintain the target. · I coordinated the seating arrangement along the Service Desk facilities. · I led daily huddles after making sure the information of the huddle was transmitted in a very creative, fun, friendly and understandable way. Afterwards, I completed and monitored the Huddle Tracker on the SharePoint.· I coordinated and led the coaches´ team meetings.· I authorized agents to early leave or late shift starting.· I was in charge of modifying and sending the Deviation File for the Service Desk.· I scheduled the weekly meetings; then, coordinated and distributed the weekly recognition for such meetings.· I approved and justified Aux usage depending on the SLA and business needs.· I modified language skills depending on the SLA needs.· I coordinated with the lead of each support group to make sure my team had the right amount of agents available for phone calls, chats, e-media and RSSG.· I collaborated in the “Go Live” for the new Portuguese support group.· I participated in the QA calibration meetings on a monthly basis.· I coordinated and delivered the BMC introductory trainings.· I requested accesses for new waves, agents who were missing any tool access and agents out of my department such as QA, Problem Analysis, etc. Show less

  • TEAM LEADER | UNIVERSAL MUSIC GROUP

    May 2014 - May 2015

  • LEVEL 2 IT SUPPORT | ERICSSON

    Apr 2011 - Apr 2014

  • LEVEL 1 IT SUPPORT | ERICSSON

    May 2010 - Mar 2011

  • LEVEL 1 IT SUPPORT | P&G

    May 2009 - May 2010
• 

  DXC Technology

  Jan 2019 - Feb 2023

  Client facing related responsibilities.Primary point of contact for clients and account team.Responsible for day-to-day operation.Accomplish organizational objectives by supervising staff, quality of service and processes compliance.Align individual performance expectations with organizational goals.Develop performance goals collaboratively with their direct reports.Provide fair, constructive, and timely feedback towards performance expectations and goals.Provide assistance, guidance, and coaching support as needed.Conduct performance evaluations according to established systems and policies.Maintain safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.Control expenses and billing.Create corrective action plans based on Production Lead KPIs, root causes and tecnical agents knowledge gaps identification.Achieve Top Quality Scores in Leadership Excellence questions on a monthly and quarterly basis.Create strategies to meet the team's Operational and Customer KPIs. Show less In order to become the ideal candidate it requires strong leadership, flexibility, proactivity, sense of urgency, creative thinking, people oriented, teamwork and accountability to work with other departments and locations throughout the organization.Some of the key responsabilities are:Client facing related responsibilities.Primary point of contact for Client and Account Team.Responsible for day-to-day operation.Accomplish organizational objectives by supervising staff, quality of service and processes compliance.Align individual performance expectations with organizational goals.Develop performance goals collaboratively with their direct reports.Provide fair, constructive, and timely feedback towards performance expectations and goals. Show less · Ensure service levels agreements are maintained on a daily basis and has the initiative to act accordingly when service levels needs.· Monitor operational activity (volumes, key performance indicators/metrics. Corrective action reporting, performance plans, trends, etc)· Monitor the quality of service channels.· Analyze, comment and action accordingly on customer satisfaction and team performance.· Responsible for all aspects of people management (training, performance management, coaching, reward and recognition and motivation).· Develop and leverage strategies to ensure high performance and delivery from team.· Responsible for mentoring & coaching the team· Provide monthly reports on team performance.· Handle escalations as per the Group’s policies and procedures.· Conduct monthly one to one meetings with team member to cover individual performance.· Conduct monthly team meetings to provide relevant updates in a group.· Reviews performance metrics on a regular basis, identifying opportunities for improvement. Show less · Create corrective action plans based on Production Lead KPI root causes and Technical Lead agent knowledge gaps identification.· Achieve a Top Quartile score in Leadership Excellence questions on the monthly and quarterly surveys.· Create strategies to meet the team's Operational and Customer KPIs.· Plan and execute team Employee engagement activities.· Support employees with their career development plans.· Employee Performance Management (including PIPs).· Bi-weekly 1:1s with each team member· Weekly Team Huddles· Hiring (interview for new hires)· 2nd point of contact for customer escalations· Sponsor continuous improvement projects for their team· Create clear goals and expectations for each team member· Maintain team awareness on main KPI calculations Show less

  • People and Operations Leader | DXC TECHNOLOGY LONZA

    Apr 2022 - Feb 2023

  • SUPERVISOR | DXC TECHNOLOGY BMW

    Apr 2022 - Feb 2023

  • SUPERVISOR | DXC TECHNOLOGY COTY

    Oct 2019 - Feb 2023

  • SUPERVISOR | DXC TECHNOLOGY UNIVERSAL MUSIC GROUP

    May 2015 - Feb 2023

  • SUPERVISOR | DXC TECHNOLOGY MINERALS AND METALS GROUP

    Jan 2019 - Apr 2020
• 

  IBM

  Jan 2023 - now

  Delivery Project Executive