Jeffrey Lindsey

Master's

Business and Technology Management

RSM

Director of Customer Support Tax Operations Application Support Team

- Customer Support Leader: Establish the overall strategy and direction of the customer support team with a bias to action, and influence cross-functional teams without formal authority by conveying complex issues in a clear, concise, and credible manner - Operational Excellence: Reimagine business process with the understanding to leverage technology to optimize the operational model for support that delivers technology solutions to improve business operations and maximize value for Tax Technology Product Owners as well as the Tax Line of Business - Governance: Possess an in-depth understanding of business processes, tax data, and technology design best practices to identify best fit technologies and map out ITIL based methodologies to enhance the customer experience and expedite ticket resolution times in compliance with SOX and 7216 compliances - Service Delivery: Utilizing ServiceNow prepared a baseline of team performance and implemented customer service KPIs to monitor performance for peak efficiency during Tax busy season and then assist other cross functional teams in TAX LOB for maximal resource utilization during off peak season - ITIL Architect: Created and standardized existing Incident Management, Knowledge Management, as well as implement Problem Management processes to transform the organizational operating model - Collaboration: Developed and managed effective working relationships with key stake holders in a global model to maintain effective ITIL governance structure for a global enterprise across multiple cross functional areas using Key Performance Indicators (KPIs), dashboards, and daily product meetings