Dean Archambo

Background

About Dean Archambo

I am a First line Service Desk manager. Extensive experience in all aspects of service desk operations. Leading multiple customer service desks at the same time. Professional experience - Budgeting - • Ensuring budgets are meet and under cost. • Reducing labor cost • Staffing approval process for hiring/termination • Purchase orders for new hires/renewals • Implementation of cost reductions with staffing with use of automation tools. Automation Anywhere, voice trust, self-help, Watson integration. Onboarding – • On-Boarding agents all background and regulated protocols are compliant. Compliance – • Ensuring ticket tool is setup correctly for ticket coding, reporting, data analytics, right to left analysis. • Contract reviews and ensuring compliance. • Avaya CMS telemonitoring call flows and agent productivity • Service level obtainment - Speed to Answer(availability), Abandonment, FCR/FCE, Chat, Email & Self- Service support • Pandemic support for the IBM Boulder site. New Account Transition & Tool Setup – • Transition in/out accounts to the IBM GTS Service Desk Support for Level 1/1.5, IMAC & Swivel account. Ensuring all tools, training, quality assurance programs are setup. knowledge transfer. New account ID creationsStaffing – • Coaching, Carrier development • Monthly and yearly performance reviews with direct reports