Stef Valente

Experience

• 

  Atos

  Nov 2015 - Apr 2024

  Within this role, I served as primary point of contact for all client requests, issues, and escalations, along with managing communications and operations across diverse service sectors. During my time, I led negotiations to reset client expectations around service level agreements. Moreover, I guided clients through service request procedures from initiation to implementation, while ensuring alignment with best practices and facilitating collaboration between client and internal teams. Monitored daily SLA compliance through ServiceNow and generated custom reports to drive process improvements. Furthermore, I directed cross-functional teams in the planning and execution of server migration and decommission projects. Participated in annual disaster recovery tests, coordinating with clients and internal teams to implement DR solutions and address identified issues.* Minimized customer escalations by 33% through proactive issue resolution and service delivery improvements.* Increased patching compliance rate from 60% to 95% by implementing enhanced automation and monitoring strategies.* Surpassed ticket reduction targets by achieving a significant decrease in recurring incidents and optimizing workflows.* Facilitated a shift in Windows patching schedules to better meet client needs while maintaining high patching success rates.* Contributed to the implementation of more efficient DR solutions with VMware SRM and actively participated in solving issues arising during yearly DR testing. Show less As a part of this role, I managed and reviewed performance of 6 direct reports and oversaw daily operations of over 30 employees across multiple technical support teams. During this tenure, I settled SLA adjustments and exemptions for unique cases by acting as the primary escalation point for team members, securing additional time and resources to meet client expectations.* Achieved a perfect 10/10 Net Promoter Score, reflecting exceptional client satisfaction and relationship management.* Renegotiated SLA metrics, reduced penalties, and improved SLA performance after setting more realistic client expectations.* Generated $26,000 in revenue by identifying and billing out-of-scope activities; exceeded profit goals through financial oversight. Show less

  • Service Delivery Manager

    Feb 2017 - Apr 2024

  • Service Delivery Manager

    Nov 2015 - Feb 2017