Manager Management
Resume:
DIANE M. DRISCOLL
Peoria, IL 61615
*****.********@*****.***
Summary: A proven leader in Program Management with successful track record
in driving continuous improvement and business results. Utilizes extensive
background in Operations to maximize efficiency, standardize best practices
and employ economies of scale to positively impact bottom line. Strong
track record of managing difficult initiatives and maximizing financial
results through hands-on leadership. Highly effective supervisor and
manager with a reputation for developing and mentoring teams, which
exceeded expectations.
Program Management Operational Excellence Leadership Skills
Operations Management Profit and Loss Team / People Building
Management
Certified Six Sigma Process Improvement Continuous Improvement
Black Belt
Change Management Business Assessment and Client Relationship
Improvement Strategy Management
Financial / Cost Control Cross Functional Strategic Planning
Business Partnership
XEROX PROFESSIONAL EXPERIENCE 1989 - 2013
Senior Program Manager: Transition Services (2010 - 2013)
Responsible for all implementation support for accounts ranging up to $100M
including customer service, quality control, equipment
installation/certification/optimization, vendor managed program management,
site goal setting, gap analysis, and cost reduction programs.
. Managed 24 team members: 3 managers with 16 reports and 5 technical
consultants. Also responsible for 17 contract workers
. Provided transition and implementation of Xerox Service Offerings to the
50 United States
. Provided new business support to ensure IT and infrastructure
compatibility
. Reduced Vendor operating costs by 10% through a black belt project
. Led and managed Quality Counsel to ensure flawless implementations.
Established implementation procedures checklist which reduced errors by
15%
Industry Services Delivery Executive and In Position Black Belt (2008 -
2010)
Directed operational support to the 34 largest Xerox customers: responsible
for providing operational expertise to the accounts to make them more
efficient and profitable
. Implemented Document Advisor Program Management: Xerox resources that
manage the customers documents which helped reduce the customers overall
print budget
. Created and implemented Account Improvement Plan: Tool created to
operationally assess an account and provide revenue and profit
opportunities which yielded a 5.6% year over year post sale revenue
improvement
. Certified Black Belt - December 2010 with a Profit Before Tax achievement
of $2.7M
. Created and standardized a supplies replenishment scorecard that reduced
supply costs by 10%
Center of Excellence Program Manager (2007 - 2008)
Responsible for profit and loss initiatives and Account Development
Strategy in over 300 accounts
. Created and managed strategic profit initiatives to support the field
accounts which improved profit margins by up to 5%
. Created, trained and implemented the Account Development Strategy to 200
sales / operations employees which led to improved revenue growth and
customer satisfaction
National Deployment Manager and Value Assurance Program Management (2004 -
2007)
Directed national team of 50 operations employees charged with the creation
methodology and delivery methods for national deployments. Focused on
communications/announcements, deployment/success metrics, creation and
deployment of training.
. Managed Value Assurance Program (VAP) - creation and sustainment
(certification and reporting) of VAP in 3200 sites.
. Received patent for Value Assurance Program http://patents.com/us-
7895128.html
Program Manager: DMSI and Rapid Response Team (2002 - 2004)
Managed the national Document Management Services Implementation process
(DMSI) with responsibilities for development, integration and
implementation of deliverables associated with new business opportunities
which included services, solutions, people, processes and technology with a
staff of 75 Project Managers.
Managed the National Rapid Response Team that provided vulnerable account
protection, process re-design, Lean Document Process and pre-sales support
with $5.2M annualized revenue saved.
National Account Operations Manager (2000 - 2002)
Led strategy for operational success across national account sites.
Responsible for meeting overall revenue, gross profit and gross margin
targets.
. Chief operational strategist and provided sales support
. Achieved $7.8M incremental revenue growth and $1.6M gross profit
improvement
Manager of Customer Operations (1998 - 2000)
Responsible for all operations and management activities including:
strategic management of customer relationships, implementation of new
accounts, improvement of customer and employee satisfaction, profit and
loss management (revenue growth, profitability and productivity). Manager
over 100 accounts, 13 Customer Account Managers and 2 Document Management
Services Implementation project managers.
. Achieved Presidents Club 1998
. Customer revenue retention of 99% and client satisfaction at 97%
. $560K incremental profit
. 25% year over year reduction in absenteeism and exceeded profit and
revenue targets
Account Manager: Sales (1996 - 1998)
Managed overall client relationship as well as facilitated all client
activities for 7 regional customer accounts for sales and operations.
Activities included: strategic contract management, growing the business by
selling/expanding services and providing value add, maintaining /
developing customer relationships.
. Achieved Presidents Club in 1997 - Number 3 Account Manager in United
States.
. Exceeded business plan by 121%
Various Xerox Positions: Operations (1989 - 1996)
EDUCATION
BS, Psychology, Illinois State University, Normal, IL
PROFESSIONAL DEVELOPMENT
Xerox Advanced Leadership Training, Certified Lean Six Sigma Black Belt
(DMAIC/DMEDI), Lean Production for Manufacturing, Crucial Conversations
Training, Principles of Management, Leading Cross Functional Training,
Advanced Management School and Decision Making.
Contact this candidate