Deborah McManus

Experience

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  Pitney Bowes Management Services

  Aug 1986 - Sept 2006

  • Responsible for service delivery operations for Fortune 500 and other companies • Managed staff of 21 including 4 Team Leads • Preformed financial analysis, productivity analysis, labor analysis at each location• Ensured all SLA’s were meet per contract requirements• Documenting operational procedures at each customer location• Responsible for face to face interaction with customer• Improved productivity by 65% at customer locations• Responsible for PL for annual revenue exceeding $3.2 million• Implemented new process for annual revenue increase of $290K Show less Manager for a large law firm headquartered in Miami and also had responsibility for multiple accounts located in the Miami region. Focused on customer satisfaction, employee satisfaction, process improvements and appropriate cost savings and growthstrategies within my accounts. Gained 20 years of experience in facilities management with Pitney Bowes Management Services, starting as a Customer services associate then moving into management position as Account Manager. Gained extensive experience in litigation production requirements, bate numbering methods, and l large documents productions case management. • Responsible for service delivery operations for Legal vertical • Managed staff of 35 in service of 250 clients • Preformed financial analysis, productivity analysis, labor analysis at each location• Ensured all SLA’s where meet per contract requirements• Documenting operational procedures at each customer location• Responsible for face to face interaction with customer• Increased revenue by $400K addition of new services based on immense client satisfaction with continued service delivery performance• Reduced supply inventory 50%• Reduced labor by 20% based on conducting an CIDT audit Show less

  • Customer Operations Manager

    Jan 2006 - Sept 2006

  • Customer Operations Manager

    Aug 1986 - Jan 2006
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  Novitex Enterprise Solutions

  Sept 1986 - now

  Service Delivery Manager IV

  • Responsible for daily contract operation for more than 25 Fortune 500 and other companies Managing over 180 non-exempt employees and 9 exempt employees in 22 cities in 5 states• Responsible for PL for annual revenue exceeding $9.2 million• Job functions include providing leadership for account management, troubled account turnaround, human resources, and procurement; playing key role in budgeting, strategic planning, new client roll-out and coaching Customer Operations Managers on matters regarding staffing, quality, finance, customer care and reporting• Achieved a 30% growth margin • Implemented LEAN strategy across the organization and increased production by 40% in the first year • The LEAN implementation also improved staff engagement and customer satisfaction • Capitalized on expanded growth service opportunities by partnering with Customer Relationship Managers • Negotiated new business contracts with new clients • Oversaw new business implementation at customer locations Show less