Bike

Outdoor

Snow

Health & Fitness

Director, Client Implementation and Support

I am a hands-on, results oriented leader offering a wide range of experience in leadership and the ability for developing relationships with both internal and external contacts and improving process efficiencies.

•	Develop and deliver processes and implementations that will assist clients with integrating to Payfone and getting their services live and in production by driving test plans, procuring and managing mobile devices, and collaborating with Payfone account management
•	Develop, track, and report on key performance measurements including productivity and quality reports to drive improvements for the technical support team
•	Manage hand-offs/transitions from sales to support and projects to ensure timely and efficient handling of both internal and external resources
•	Liaise and coordinate cross-departmentally to communicate prioritization of projects for the technical support team on a scheduled and real-time basis, as needed
•	Enhance, maximize, and accelerate improvements on all service levels relating to integration and support by creating systems and processes to manage tickets that support direct clients as well as Tier 1, 2, and 3 channel and support partners
•	Drive improvements on overall service levels, transactional efficiencies, and cost management by utilizing and implementing the use of efficient operational applications
•	Hire, train, and actively manage a professional technical support team to execute all implementation and support duties to scale with revenue and TPS forecasts
•	Implement thoughtful and effective plans to organize and triage all customer support requests based on SLAs established by management

•      Partnered with six to eight onshore, nearshore and offshore vended Collection and Customer Care call centers.  Total seats in excess of 2,000
•	Served as liaison to ensure that contractual agreements and business plans are met.
•	Identified and implemented process improvements, strategy and enhanced skills across multiple cross-functional teams.
•	Evaluated, prepared and presented analysis on operations results to management, including C-Level Executives.

Senior Manager, Vendor Management

•	Managed first line supervisors and day-to-day operations of a 300 seat call center. 
•	Coached and mentored direct reports to ensure they receive development to achieve their goals.
•	Responsible for enforcing HR policies including but not limited to attendance, performance management and code of conduct.
•	Responsible for meeting quality assurance metrics and call center metrics at the individual and team level on a daily basis.
•	Promoted superior customer service and technical support for General Business and Public Sector customers.

Manager, Wireless Technical Support

•	Developed, implemented and monitored policies and procedures, operating structure and information flow for support team promoting business continuity across 30 call centers and numerous back off locations.
•	Oversaw the completion of Business Impact Analysis (BIA) studies, risk mitigation and creation of Business Continuity Plans (BCPs). 
•	Provided supplemental network event notification internal departments.
•	Analyzed complex issues and made fact based decisions regarding next course of action.

Manager, Business Continuity Management

•	Responsible for overall service assurance programs for several FTS2001 Agencies and non-FTS Government agencies.
•	Drove isolation and resolution of trouble with fix agencies, Service Engineers, CPE technicians, and management.
•	Trended and presented service assurance issues to management, including Executives on a monthly basis.
•	Responded to Request for Proposals (RFP) for FTS2001 Agencies, non-FTS Government Agencies and Networx.

Senior Network Service Manager

Network Service Manager

Find out detailed information about Karen Gordey, Director, Client Implementation and Support in Lakewood, CO

Karen Gordey: Director, Client Implementation and Support in Lakewood, CO

Karen Gordey

Payfone

Payfone

Sprint

Sprint

Sprint

Sprint

Sprint

Sprint

Sprint

Sprint

Sprint

Sprint

Colorado State University

Prince George's Community College