Vini Miki ITIL MBA

As a Service Delivery Manager, I am working as the single point of contact for all services being provided to our client by our Managed Services and Professional Services Teams. I lead all aspects of the account and provide proactive guidance in order to improve the client’s business needs. Some of my responsibilities include financial management, program management, Client and Staff escalations, Quality Control, SLA Management, and overall Client Satisfaction. I collaborate across all appropriate Compugen organizations to maximize overall customer satisfaction.

Lead kickoff meetings providing initial assessments of client technical, financial, and legal requirements in order to create proposal responses, strategy and plan. Build a collaborative environment, leading groups of national stakeholders and teams (account management team, directors, VPs, legal and technical leadership), resulting in a highly effective and creative RFx response process. Keep a high level of accuracy by reviewing proposal responses ensuring that RFx requirements are met. Decrease required effort in future RFx responses by archiving historical project technical and financial information used in submitted winning responses. Tools and Process Focal, working as a Project Manager leading automation and enhancements projects. Create/Manage MS Power BI reporting of current proposals and projects activities to management and executive leadership.

Successfully led a team of 25 employees, focused on exceeding client and company's goals by building customer relationships, solving complex escalations and increasing teamwork moral. Project manager responsible for multiple projects, resulting in reduced cost and increased customer delivery. Oversaw post sales and customer support, assisted with disputes, credits, contracting and single point of contact for process inquiries from our largest distributors.

Developed, managed and delivered automation and innovation projects resulting in reduced cost, decreased manual work and increased customer delivery as an extra core activity.

Provided end to end contract management and sales support, while developing and maintaining the relationship with Business Partners. Primary contact for daily orders processing, customer satisfaction, contractual and system support issues. Rectified customer escalations and disputes by collaborating with various areas of the business ensuring timely resolutions. Led the global transition of Non-Complex Contract Business from Canada to Brazil, minimizing client impact and increasing speed and quality resulting in client satisfaction. Responsible for writing monthly innovation articles for our North America Sales Newsletter.

Billed hardware/software Canadian BP maintenance contracts and responsible for the largest accounts. Worked with the BP Channel Support and sales teams to ensure timely contract processing, accurate forecasting and revenue recognition. Reached aggressive revenue targets during month/Q-end cutoffs in a high-pressure environment.

o Billed Multiple BPs hardware/software US maintenance contracts. o Consulted with US brand focal and BPs, to resolve customer requests and disputes. o Key focal for process innovation, simplification and quality control.

Led all restaurant staff and operations to ensure food quality delivering customer and employee satisfaction.