| Process Improvement, Training and Consulting |
|
The Donna’s goals and objectives are to provide you with the tools you need to improve the way you do business. These tools include Process Improvement Assessments, consulting and training surrounding the Information Technology and the Technical Support Center industries best practices.
|
| |
| IT and Support Center Turn-around Specialist |
 |
ITIL Best Practices Adoption and Implementation Consulting |
|
Implementing a call center, customer services center or technical support center from inception to become a key resource for IT and Business Alignment |
|
Process Improvement Assessments, providing specific recommendations and implementation |
| |
|
Training/Certification |
|
ITIL Certification Training – V2 and V3 Foundations, All Intermediate Practitioner Certification Courses |
|
Customer Service Certification Training |
|
Customer Service for the Information Technology Associates |
|
SDI Certification Training – Service Desk Analyst and Service Desk Manager Certification |
|
Get Tough with Stress – Training and Workshop |
|
|
Experienced
Speaker
A much sought after presenter, Donna has made
presentations at HDI National Conferences, The Signature
Conference, Government Customer Service Conferences, HDI-Japan
Conference in Tokyo, and the Help Desk and IT Support Show
in London, as well as at many local user-group gatherings.
Her presentations mix humor with audience interaction, to
greatly enhance the learning process. |
|
The Donna
is available for speaking engagements on the following
topics:
|
|
|
|
ITIL-izing
your Help Desk/Support Center |
| |
How
to Audit Your Own Help Desk/Support Center |
|
Developing
a World Class Help Desk – 101 |
|
The
Secrets of Successful Stress Management |
|
Call
Monitoring to Improve Employee Performance |
|
The
ABCs of SLAs (Service Level Agreements) |
|
To
Certify or Not to Certify |
|
Fun
in the Workplace – The Great Stress Reliever |
|
Process
Improvement – Why? |
| |
ITIL – What’s it all about? |
| |
But we’ve always done it that way! |
Let us
develop a presentation to fit your needs.
|
|
"To
feel success in a customer-driven market is to hear
the echo of the customer’s smile.” –
Monique Turnell
|
