Interview Hand off

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Talking points for the interview and as a leave behind.

Talking points for the interview and as a leave behind.

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  • 1. ΔBusiness Definition Δ Strategic Direction Δ Core Strategies
    Candidate Introduction
    Barry Hammond
  • 2. ΔBusiness Definition Δ Strategic Mission Δ Core Strategies
    Barry Hammond
  • 3. Defining The Purpose
    Performance
    Δ
    Value
    Δ Business Analysis
    Δ Training
    Δ Process Improvement
    Δ Cross Team Building
    Δ Due Diligence
    Δ Responded, triaged, analyzed of problems through their resolution.
    Δ Collaborated with business units, IS and QA to solidify acceptable problem management processes.
    Delivery
    Control
    Vision
    Delivery
    Δ Change agent to imbed excellence within a team
    Δ Drive satisfaction by the customer to each interaction
    Δ Imbed cross-team functionality
    Δ Implement SRP of excellence in customer care
    Δ Training strategy on verbal and action communication
    Carries out management of the client services function. Defines service levels and monitors performance. Responsible for specification, agreement and application of standards and for resolution of clients’ problems.
     
    Control
    Barry Hammond
  • 4. MATRIX
    Client Services Director
    Client ServIcesMatrIx
    Matrix covers the key customer and
    Interfaces as first contact with IT.
    Barry Hammond
  • 5. Tactics
    Standards and Metrics are relegated by the terms of a SLA between the business and Client Services. These standards of service levels determine the STANDARD by which usual and customary response and/or to resolution of a client’s problem. To adequately determine if these levels are met statiscs and metrics are utilized to measure performance.
    When these categories
    are measured in minutes
    against the SLA a sliding
    metric for each statistic can
    be formulated over time to
    determine the SLA
    measurement is both a
    reasonable STANDARD
    by time and complexity.
    Total Open to Total Close
    Total Open to 1st Contact
    1st Contact to Total Close
    Barry Hammond