1. Elise Filanowff
23 Tweed Street • Cranston, RI • 02920
PHONE (401) 383-3554 • E-MAIL eliseafilanowff@gmail.com
Experienced Customer Focused and Service Delivery Manager
Summary
Operations management professional with over 13 years industry knowledge in planning, coordinating, and
meeting SLA’s while ensuring a LEAN environment and beating financial goals and cost savings. Natural ability
to lead project teams and interfacing with diverse customer base in the Northeast Region towards analyzing
and implementing service deliverables for individuals, departments, or organizations seamlessly.
Competencies
Audio Conferencing & Data Sharing WebEx GoToMeeting
AT&T Connect AT&T Web Meeting SharePoint
SAP / Access Microsoft Office Suite365 Communicator
Qualifications
 Presented monthly process improvement recommendations working toward a lean environment.
Instructed staff/clients individually and in groups with project management, meeting and beating
deadlines and ensuring customer/staff satisfaction.
 Managed multiple accounts with high volume reporting as a third-party vendor with service level
agreements, desk side support and delivery tracking.
 Diagnosed IT issues including: desk side support, printer and copier service panaboards, plotters and Zebra
printers. Familiar with ISO, cGMP and FDA audit environments. AV and security set ups and diagnostics.
 Records keeping, shipping and receiving including IATA/DOT certified. Extensive experience in quality
control. Provided written changes in Standard Operating Procedures. Consistently delivered and exhibited
a friendly, positive, user-focused, customer service attitude.
Experience
Novitex (Formerly Pitney Bowes Management Services) 2001 – 2015
Area Operations Manager 2007 –2015
Service Delivery Manager III 2005 – 2007
Service Delivery Manager I 2002 – 2005
Team Lead 2002 – 2002
Customer Service Associate November 2001 – May 2002
Professional Development
Learning Management System (LMS), Novitex, Woburn, MA
• Investigating , resolving and escalating desk side support tickets
• Ticket management and delegation
• Desk side support installing software, resolving print and network issues, internet connectivity
• Disaster recovery planning for Computer Related Systems
• Managing Access to Restricted Areas and Computer Related Systems
• Group security administration