About Katrina Gordon
CUSTOMER SUCCESS / DELIVERY / OPERATIONS /PROFESSIONAL SERVICES
Operations/ Relationship Management / Service Delivery Director /Customer success
Highly accomplished and results-oriented Service Delivery & Customer Service, Business Change and Relationship Management professional with a distinguished career and proven track record in the management of IT operations and delivery to large scale private and public sector clients, definition and direction of business requirements and improvement processes in dynamic public sector, oil & gas, finance and retail environments, focused on positive transformational change, knowledge transfer management, and business/employee development processes that meet the unique, scalable needs of different organisations.
Success providing business and performance analysis, incident management, service improvement, change management, quality assurance services, and relationship management, with a proven ability to identify and improve issues or vulnerabilities in operational processes, personnel activities, and business strategy.
Dynamic leadership and supervisory abilities; successfully train, mentor, and motivate qualified, productive support representatives in all daily operations.
Influential communications and relationship building talents, presenting service offering, vision, strategy, and ideas and programmes to clients, executives, cross-functional teams, and potential partners.
Excellent analytical and problem-solving abilities; able to identify and thoroughly resolve issues with service delivery, staffing, day-to-day activities, and customer relations.
Extensive experience preparing and delivering instructional development initiatives and staff training programmes to ensure qualified, productive, and motivated staff and management teams, significantly improving quality of service offerings.
Highly effective Management of a variety of ICT support, technical and development teams, Project and business teams either directly or through a matrix management process from 4 to 500 reports.
Achieved continued recognition for leadership and managerial talents, and highly adept at mastering new industry methodologies and infrastructures, producing quality results immediately upon hire.