Cassandra Munro

Background

About Cassandra Munro

A top performing Business Relationship Management Professional, Client Relationship Manager and IT Support Team Lead, with extensive experience in the IT consulting and healthcare industries and a proven track record of exceeding goals and improving Service Desk departments. Strong expertise in managing Service Desk teams, facilitating an exceptional customer service culture in team members. Creates a positive customer support experience and builds strong relationships, resulting in an efficient and engaged support team. Experience in evaluating and assessing service delivery performance metrics and creating operational processes to be adhered to by team members to maintain processes and exceed support targets. Highly accomplished in reviewing client complaints, rectifying issues and working with appropriate departments to resolve issues. Provides technical expertise to team members, with excellent training skills for both technical support team and customers. Technical Certifications: Business Relationship Management Professional, ITIL Foundation, Microsoft Certified Desktop Support Technician (MCDST), HelpDesk Institute Customer Support Specialist (CSS) and HelpDesk Analyst (HDA), Microsoft Certified Professional (MCP).