Talking points for the interview and as a leave behind.

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