Alan Skamarak Email Address

Engagement Manager

Award winning electronic and voice Interdealer Broker facilitating trading activities of its clients in the wholesale capital markets and energy sectors

An accomplished, results driven customer focused IT professional with extensive background in IT Service Management (ITSM), Customer Service, Customer Success and vendor software implementation. Operational and process driven professional with demonstrated skills and strengths leading to Successful implementation and support of Customer Success programs, ITSM programs including Capacity, Change, Release, Configuration, Major Incident and Problem Management. Analytical minded professional able to solve complex problems driving continued process and operational improvements, as well as merging operation process, people and function as a result of financial company acquisition. Excellent program leadership, customer success and customer escalation skills. Expertise in building operational excellence, staff development, coaching, change management and customer experience for highly complex, mission critical environments. Highly effective communicating with technical staff as well as C-level executives. Extensive experience with Service Now and other ITSM platforms Ability to contribute immediately in the following ways: Quickly analyze effectiveness of customer service infrastructure and procedures Identify key areas for improvement Improve customer satisfaction and loyalty by driving key support factors and corporate KPIs Communicate with corporate stakeholders, while delivering a higher quality product through the customer experience Build strong customer relationships Build and manage large and small teams, remotely or globally. Lead the implementation and support of end-to-end Software Solutions, SaaS and Cloud offerings.