Leeto Mautla
Escalation and Coordination Manager
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About
I am a seasoned Escalation Manager who is passionate about service. With my experience of 15 years in the ITSM industry eith proven success of maintaining 98% SLA archievement. Managing high-valued shared accounts and operational in high pressured environments. I have succesfully led a teams, implemented processes enhancing service delivery and customer satisfaction.
Experience
Escalation Manager
Coordination /Vendor or 3rd party Coordination.
Quality Assurance
Trainer
Responsibility
Managed and coordinated shared accounts reporting directly to the Service Delivery Manager.
Led a team of 28 coordinators and driving their KPI's.
I served as the primary point of contact for all incident and escalations.
Maintain strong client relationships, acting as primary contact for service related matters and monthly SLA reviews both remote and onsite. Compiled and presented weekly and monthly SLA reports and Business Reviews to internal and external stakeholders.
Collaborating with cross functional teams.
Managed 3rd parties, coordinating weekly meetings and aligning service delivery with contractual SLA and OLA agreements.
Training and coaching agents driving continuous service improvement.
Measuring their QA scores and updating and documenting processes and SOP.
Education
Torque IT Institute.
ITILV3, ITILV4 and COBIT5 foundation certified
