General Growth Properties Work Values

Daily Duties at General Growth Properties:

•Supervised Service Desk operations for 4000+ users in the corporate office, 8 regional offices, and 158 properties. •Improved and implemented processes to increase customer service satisfaction. •Managed the transition of an outsourced Service Desk from the United States to India. •Acted as subject matter expert for the transition of an incident management tool, Peregrine System to BMC Remedy in a 4 month period. •Trained internal Information Systems support staff on incident management tools. •Developed, designed, and implemented training sessions - classroom/remote/ individual instruction. •Contributed in the implementation of a process to increase customer survey participation from 3% to 25%. •Served as point of contact for internal and external support teams to resolve service anomalies. •Received the “All Star Award” in 2009 for going above and beyond to assist other IT personnel with completion of their projects. •Served as primary liaison for mall support staff and vendors. •Implemented the deployment of computers for the Gift Card program. 100+ malls. •Trained and coordinated contractors assisting in the Gift Card program project. •Resolver for 1st and 2nd level service desk issues. •Exceeded performance standards by taking 15% of all incoming calls over a year, out of 11 representatives, while cross-training new team members. •Primary trainer for contractors on incident management tools. •Served as Citrix Liaison between Service Desk and Citrix Manager. •Served as team facility coordinator liaison for employee moves and additions. •Received the “Star Player Excellence Award” in 2004 for outstanding customer service.

What they like about General Growth Properties:

Working in an organization that is technologically advanced, creative, and innovative is critical in your assessment of hiring companies. Less important to you are stability of the organization, the length of time an organization has been in business, and the business' plans for the future. You prefer a fast-moving company that will take risks to achieve its goals and objectives. The length of time the company has been in business is irrelevant. Maintaining status quo is unnecessary. You thrive on change, uncertainty and the upside of potential business risks, especially those associated with innovation. Stability for the long haul is not nearly as important as is working in an atmosphere that is charged with a sense of urgency and constant change.

Tags

Bilingual, Customer Service, Trainer, Supervisor, Technical Support, Perigrine, Active Directory, Team Leader, MS Office Suite 2003, MS Office Suite 2007, MS Office Suite 2010, BMC Remedy, Operating system XP/W7

Skills

Presentation, Technology Solutions, Software Implementation, Training Coordinator, Customer Service Delivery

These are some of the questions we asked our climbers about their experiences with General Growth Properties: