TARGET JOB TITLE

Operations & Project Management Expert Driving Efficiency & Customer-Centric Solutions

A committed and interactive leader skilled in project management, achieving measurable outcomes, and fostering productive relationships. Possesses a strong work ethic, exceptional organizational skills, and the ability to manage multiple projects under pressure while consistently meeting deadlines. Recognized for collaborating with diverse clients, understanding their unique needs, and providing exceptional customer service. 'Team before self' mindset, leveraging diverse legal, people management, and project management expertise to enhance organizational performance. A self-taught background, ability to prioritize business needs, and a drive for achievement have led to success. Always eager to learn new skills, take on challenges, empower colleagues, and mentor others.

SIGNATURE STRENGTHS & COMPETENCIES

Leadership & Communication Coaching & Training Development

Team Collaboration & Employee Engagement Problem Solving & Active Listener

Adaptability & Proactive Anticipation Time Management & Organizational Skills

Relationship Builder & Conflict Resolution Analytical Mindset & Attention to Detail

Budget Management & Financial Acumen Data Analysis & Quality Assurance

Change Management & Process Improvement HR Operations Management & Onboarding

Lean Management (Six Sigma) & Metric Reporting Stakeholder Engagement & Servant Leader

Customer Relationship & Success Management Strategic Planning & Record Keeping

Compliance & Discretion Risk Management & Intellectual Property

Exceptional Multi-tasker & Emotional Intelligence Technical Savvy Quick to Learn Product Knowledge

Vendor Relationships & Supply Chain Management Accounting & Investigative Research

Invoice Billing & Payroll Management Business Operations & Quality Assurance

EXPERIENCE

PROFESSIONAL EXPERIENCE

SPARBY AGENCY – Globe Life-American Income Division Bloomington, MN 2023 - Present

Benefits Manager

Provide comprehensive financial protection plans to meet the needs of individuals and families, including final expenses, hospitalization costs, and paycheck protection.

Licenses in life, accident, and health insurance ensure our clients have access to a wide range of coverage options.

Providing individuals and families with flexibility in insurance choices to safeguard their financial well-being.

Assist clients in making informed decisions about their insurance coverage, emphasizing our commitment to transparency and customer education.

Collaborate closely with clients to design personalized insurance plans that meet their financial goals and preferences, providing tailored solutions for their unique circumstances.

VICTRA – ABC PHONES Greenville, NC 2022 - 2023

Tele-Sales Supervisor January 2023 – March 2023 (Laid Off Due to Reduction in Force)

Implemented consistent training sessions to cultivate and elevate agent proficiency, yielding elevated performance levels and heightened sales figures.

Consistently oversaw and analyzed team metrics encompassing call volume, conversion rates, and customer satisfaction scores to pinpoint improvement opportunities, regularly furnishing detailed reports to upper management.

Established and upheld robust communication channels with cross-functional cohorts, including store managers and customer service representatives, to guarantee flawless operations and optimal customer contentment.

Formulated and executed sales strategies and pioneering initiatives to propel revenue expansion and surpass team objectives.

PROFESSIONAL EXPERIENCE - Continued

Nesting Supervisor for Verizon Customer Call Center January 2022 – January 2023

Conducted regular performance reviews and provided feedback to team members to motivate them to achieve their individual and team goals.

Coordinated with other supervisors to consistently apply policies and procedures across teams and locations.

Managed team schedules and workflows to ensure adequate coverage and efficient operations.

GURSTEL LAW FIRM Golden Valley, MN 2018 - 2019

Senior Manager of Midwest Centralization

Oversaw debt collection services for multiple clients, ensuring high-quality and timely deliverables.

Coached and directed a team of more than 40 employees across four states for maximum performance.

Ensured new hires received comprehensive training and a supportive environment during the onboarding process.

Managed budgets and fiscal projections, meeting financial targets and allocating resources efficiently.

Improved operations and customer satisfaction by implementing lean management processes, conducting leadership training, and fostering a culture of collaboration.

Implemented lean management processes, completed leadership training, and fostered a culture of collaboration for improved operations and customer satisfaction.

FISH & RICHARDSON Minneapolis, MN 2016 - 2018

Manager, Docking and Annuities

Served as the docketing, indexing, and annuities manager at a law firm, ensuring accurate and timely processing of legal documents and payments.

Supervised a 40+ member team across multiple locations, optimizing performance.

Onboarded and trained new employees, fostering continuous learning and development.

Oversaw budgets and financial targets, ensuring resource efficiency and goal adherence.

Provided leadership training for supervisors and streamlined operations.

Enhanced staff efficiency and accuracy through training programs and strategic initiatives.

KINNEY & LANGE P.A. Minneapolis, MN 2013 - 2016

Manager, Intellectual Property Data Administration

Managed Intellectual Property Data Administration, overseeing metrics for EOS lean management.

Improved law firm efficiency with lean principles, reducing costs.

Responsible for maintaining the IP Manager database and ensuring accurate data entry.

Led and trained the Docketing Team for precise legal document processing.

Fostered collaboration, implemented strategic initiatives, and facilitated inter-departmental communication.

ADDITIONAL EXPERIENCE

UNITED TECHNOLOGIES CORPORATION

Patent Manager/Liaison – UTC/Climate Controls Systems

Managed global intellectual property portfolio, ensuring accuracy and timeliness of submissions while supporting inventors and ensuring compliance.

Led administrative oversight of the Patent Review Committee, facilitating effective communication and coordination among members.

Streamlined operations with metric reporting, recommending lean management initiatives to enhance workflow efficiency and reduce costs.

Enhanced service delivery and revenue through strategic initiatives, fostering collaboration and open team communication.

Trademark Paralegal – UTC/Fire & Security

Managed trademark portfolio for UTC/Fire & Security, ensuring accuracy and timeliness.

Reported on trademark metrics, analyzed the portfolio, and tracked the budget for cost-saving recommendations.

Conducted trademark searches for compliance and potential conflicts, assisting with applications and deadlines.

Facilitated effective communication, maintained records, and supported legal compliance and teamwork.

ADDITIONAL EXPERIENCE - Continued

Outside Counsel Liaison – UTC/ Pratt & Whitney Aircraft Corporation

Supervised and managed multiple US and foreign law firms, fostering effective stakeholder communication and collaboration.

Led metric reporting and cost-saving recommendations for US law firms, enhancing process efficiency.

Certified Lean Management Instructor/Practitioner, delivering training to improve workflow and reduce costs.

Oversaw a global patent portfolio, ensuring compliance, timely filings, and collaboration with internal teams.

EDUCATION

Bachelor of Art - Liberal Arts and Sciences UNIVERSITY OF CONNECTICUT

Juris Doctor – Law QUINNIPIAC UNIVERSITY OF SCHOOL OF LAW

TECHNICAL

Microsoft Office Suite (Word, PowerPoint, Excel, Teams, OneNote, OneDrive, SharePoint, Access, Outlook)

Google Suite Products (Gmail, Docs, Calendar, Drive, Sheets, Slides)

Weber Blue Jeans SAP Intellectual Property Software (Inventory and Tracking)

DiAnna R. Scheckel

Hastings, MN 55033 860-***-**** ad2uwu@r.postjobfree.com www.linkedin.com/in/dianna-schenkel

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