diana L. ospina

Parsippany, NJ ***** ~ 973-***-**** ~ acfivi@r.postjobfree.com

Qualifications Profile

Bilingual and accomplished Business Professional with solid and progressive

experience in various facets of client services management, operations

management, and process improvement. Proven success streamlining processes,

introducing process improvements, and implementing technology solutions.

Thrives in multi-cultural environments using bilingual fluency in Spanish

to communicate effectively. Additional core competencies include:

( Client Services Management ( Bilingual (Spanish/English)

( Team Leadership & Revenue Growth ( Staff Supervision,

Training & On-Boarding

( Customer Retention ( Process Improvement

( Performance Management ( Reporting & Analysis

Career Highlights

. Played a key role in creating and implementing operational support of

the Latin America region for Wyndham Hotel Corporation.

. Provided support to a sales team of 11 account executives, created a

training manual, and developed a training program for a call center in

Norcross, GA.

. Trained and on-boarded over 70 customers in less than 3 months via

WebEx and onsite.

. Spearheaded the development of formal troubleshooting protocols for

technical issues with the online tool.

. Coached and supported over 115 Jackson Hewitt franchisees in the West

Coast.

. Boosted West Coast franchise revenues by 15%.

. Supported all of Wyndham's franchises in Latin America.

. Selected to serve as a liaison for various internal departments at all

companies due to a reputation for superior performance and sound

business acumen.

Professional Background

JACKSON HEWITT TAX, INC., Parsippany, NJ (2013 - Present)

Franchise Service Manager

Provided direction to all aspects of franchise management, team leadership,

and business operations. Coached and supported over 115 Jackson Hewitt

Franchisees in the West concerning all aspects of business. Played a key

role in formulating and executing strategic plans. Implemented cross-

functional initiatives to better support the franchise community.

. Spearheaded efforts to achieve positive growth across the franchise

portfolio while promoting brand loyalty.

. Ensured Client Care Cases for each franchisee were responded to in a

timely manner, which aided in enhancing customer satisfaction.

. Reviewed and analyzed performance metrics while identifying strategies

for improvement.

. Delivered operational advice on new office openings, relocations,

franchise expansion, new products, process implementation, and

compliance while driving business throughout the tax season.

REED ELSEVIER XPERTHR, New Providence, NJ (2012 - 2013)

Business Operations & Training Specialist

Oversaw customer relations and customer retention initiatives. Achieved

efficient resolution of customer issues. Executed product training and

support functions. Partnered with sales team and clients to prepare

subscription agreements for new and renewal business on Salesforce.com.

Contributed to contract execution while ensuring data integrity.

Communicated with the IT helpdesk in the UK on access and entitlement

issues. Assisted in UAT troubleshooting.

. Ensured optimal customer satisfaction and retention in a highly

competitive market by delivering superior level of service.

. Coached the RCD customer support unit in Norcross, GA to utilize call

tracking system for customer interactions while maintaining 95% SLA

and 90% customer satisfaction scores.

WYNDHAM WORLDWIDE CORPORATION, Parsippany, NJ (2010 - 2012)

Bilingual Representative, Operations Support Desk/U.S, Latin America &

Caribbean (2010 - 2012)

Wyndham Software Implementation Analyst (2010)

Championed efforts to design and implement Latin America Operations while

assisting franchisees with operational and technical issues in Spanish.

Managed compliance and quality assurance tasks.

. Served as the primary liaison for the Latin America franchise

operations team and U.S based corporate group using multilingual

capabilities.

. Facilitated first contact resolution via verbal or written

communication, which significantly boosted customer satisfaction and

brand loyalty.

Education

Master of Science, Hospitality Management (2014)

FAIRLEIGH DICKINSON UNIVERSITY, Madison, NJ

Bachelor of Science, Hotel and Restaurant Management (2009)

FAIRLEIGH DICKINSON UNIVERSITY, Madison, NJ

Technical Skills

MS Word, Excel, PowerPoint, Access, Exchange, Salesforce.com, WebEx,

Oracle, SPE, Unit Testing

Contact this candidate