Kelly Smith

Experience

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  Lakeridge Health Corp

  Sept 1995 - Dec 2019

  Manager Telecommunications and I.T. Service Desk

  As an Information Technology Manager, I efficaciously conceived, developed, instituted, maintained, and tested an integrated, five-site hospital telecommunication system and managed daily guidance to a team of 30 professionals, including service desk agents and telecommunication attendants. I was the primary contact for managers in the organization and facilitation of annual quality formal training for new/existing staff. I have worked collaboratively with teams to determine requirements for organizational processes, to consistently achieve productivity standards, and to establish adherence with objective criteria. I have conceptualized and adhered to quality standards/procedures to minimize errors while maximizing customer satisfaction levels. I have also created/followed expense budgets while simultaneously lowering expenses and more prepared data-driven recommendations that complied with company strategies and prioritized process improvement initiatives. I have been tasked with updating quality control standards, methods, and procedures, and mitigated customer complaints to foster contentment. I developed vital staff relationships to determine operational difficulties and to promote interdisciplinary, collaborative approaches to customer service. I improved quality processes to grow efficiency and effectiveness. I found and resolved process issues to accomplish smoother procedures, increasing productive work processes, and overall business growth. I directed the initiative that streamlined multiple switchboards into a centralized call center model that significantly reduced overall FTE counts and operating expenses. I coordinated the replacement of numerous mission-critical PBX infrastructures for five separate hospitals; raised them all to a similar technology level and migrated them from digital environments to IP and SIP; oversaw procurement, RFPs, selections, and project management. I have managed both union and non-union environments. Show less