Diane Steiner MBA Customer Service and Business Operations Leader

Zip Code 92023 925-***-**** Available for Travel acxhe8@r.postjobfree.com http://www.linkedin.com/in/dianesteiner

Profile

A profit minded, highly effective leader who proactively manages costs and establishes strategic, mutually beneficial partnerships with users, vendors and service providers. An individual driven to help companies find ways to spend more time focusing on their customers through streamlining processes and cutting waste.

A servant leader that hits the mark between strategic planning and hands-on operations, with a demonstrated background in leading change and motivating groups to meet, and often exceed goals, by delivering improved company operations in diverse areas and across multi-site distributed teams.

Highly experienced leader with over 20 years in Telecommunications, Energy and Healthcare industries.

A leader of project implementations in support of client objectives using effective business and technical acumen.

Exemplary communicator with presentations and documents addressing multiple levels of matrix environments.

Highly motivated and well-rounded director of process improvement and change management.

Uphold the highest level of customer satisfaction across internal and external lines of business.

Skill Highlights

Marketing Strategies Revenue Generator Process Improvement

Customer Retention Customer Operations Call Center Management

Business Operations Relationship Builder Project Management

Professional Experience

Rady Children’s Physician Management Services

Director Client Services 3/2015 – present

A Management Services Organization supporting multiple pediatric medical offices.

Currently directing a million dollar telecommunications project to convert multiple key system based offices over to VoIP and an integrated call center platform. Developed strong, positive

collaborative relationships between internal and external clients to research and implement process and software improvements. Planned, scheduled, managed and participated in full lifecycle projects (waterfall and agile methodologies) including resources, project scope, business requirements, functional requirements, design, development, unit testing, user acceptance testing, training, implementation and post production support.

American Mobile Nursing (AMN) Healthcare, San Diego, CA Senior Director Quality Services 2013 – 7/2014

Leader of a multi-state, 130+ team focused on quality and service delivery. Directed policy changes, business process improvements and project development oversight. Provided a clear vision of goals, set clear and concise expectations, regularly communicate business plan objectives, promoted the link between company and department goals, drove change consistently through the department, promoted safety, and share results. Led the development, training, and team building to inspire the collaboration, development and maturity of people within and outside my department.

Increased employee engagement measures .06% on a 5-point scale.

Reduced attrition 3% per quarter within 12 months.

Decreased clinical credentialing time by 9%.

Cut front line hire to productive time by 25%.

Travel Sabbatical: Europe, Asia, Africa, and Australia. 2012-2013

Diane Steiner MBA Customer Service and Business Operations Leader

Zip Code 92023 925-***-**** Available for Travel acxhe8@r.postjobfree.com http://www.linkedin.com/in/dianesteiner

Pacific Gas and Electric Company (PG&E), San Francisco, CA Director Service Delivery 2009-2011

Directed business user requirements and process change development for the Smart Meter (AMI) ordering and billing systems used by Customer Service and self-service web environments. Managed next generation projects in areas of Energy Efficiency and Demand Response. Facilitated cross-departmental process analysis and design with union and CPUC regulation consideration.

Increased employee engagement 11% (from 69 to 80).

Decreased annual operating costs by 6%.

Six Sigma Project Sponsor delivering $770K in annual savings.

AT&T Inc., Northern and Southern CA

Senior Director Call Center, Product Development, Sales and Operations 1999-2009

Led cross functional teams that designed the customer service, call center and web support applications for IP Video, (U-verse), in the Western Region. Managed project scope, schedule, budget, contract & client resources, deliverables, change orders, progress reporting to both contract agency and client stakeholders & sponsors.

• Achieved $1MM in annual savings with new service support systems.

• Increased consumer retention by 35%.

Directed the call center operations of a $35MM, 350+/- organization of long distance and 800 sales and service teams. Delivered significant value via costs reductions in direct and indirect spend and improved supplier performance.

• Reduced trouble resolution times by 60%.

• Sliced ordering errors by 50%.

• Increased speed of answer productivity by 40%.

Increased business revenue in the California voice-mail and custom voice recognition services market. Directed the creation of contract libraries with process specifications and service delivery standards. Worked closely with the business, technical staff and change management to clarify requirements and ensure consistent progress, including resource leveling of over a dozen employees and contractors, throughout all phases of a high profile software development life cycle (SDLC) projects that transformed the way the organization did business.

• Increased RFP win rates to 40% and annual revenue by $63MM.

• Slashed private sector delivery complaints by 85%.

• Decreased software development timelines by 18%.

Education

Pepperdine University, The Graziadio School of Business and Management

Masters in Business Administration

San Jose State University

Bachelors in Social Science

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