John Raymond
Charlotte, NC
Executive manager with extensive experience in sales and operations leadership.
Partner Liaison (Global Service Delivery Manager)
Systems Maintainance Services
November 2011 – Present Charlotte, North Carolina Area
• Service Delivery Manager for global subcontracting, with 24/7 responsibility
• Primary POC for service escalations: leveraging internal SME’s, while driving customer-facing resolution
• Responsible for subcontractor vetting and on-boarding, performance grading, and quarterly performance reviews
• Crisis Manager: facilitator for internal technical and customer-facing managerial bridge calls
• Call Center Management team: primary escalation point for Call Center Agents