Diana L. Snow

Scarborough, ME 207-***-**** adl1id@r.postjobfree.com

Director of Service Delivery

A skilled professional with proven success merging engineering operations with service delivery requirements to deliver consistent and quality experiences for internal and external customers. Align functional projects and initiatives with KPIs and reporting metrics to enable high levels of service delivery and provide employees with information and tools needed to meet and exceed expectations. Demonstrates ongoing expertise in the development and deployment of process improvements that drive efficiency and productivity while maximizing resource allocation. Leadership Highlights & Organizational Contributions

Improved service delivery through data analysis, process refinement & control.

Assessed KPIs to identify process improvement opportunities and root cause failures.

Created comprehensive planning and budget framework to support staffing forecasts.

Developed business continuity planning for potential labor strike.

Served as a critical team member of the Company’s 2018 collective bargaining committee.

Key Skills & Competencies: • Service Delivery • Process Improvement • Cable Plant Engineering • Project Management • Root Cause Analysis • Team Development & Leadership • Scheduling • Labor Relations Business Continuity Planning • Workflow Analysis • Department Integration • Operational Support Systems Career Experience

CONSOLIDATED COMMUNICATIONS, INC. Portland, ME 2016 to 2021 Director of Service Delivery

Led a high performing team of 63 employees across Northern New England supporting consumer and commercial markets. Collaborate with engineering, operations, IT, product development, and customer service teams to ensure effective & efficient service delivery. Key Contributions & Responsibilities

Directed daily workflow activity to maximize service delivery efficiencies.

Developed seven point root cause analysis plan to identify service delivery gaps.

Reduced labor costs by collaborating with IT to implement support system automation and improvements.

Improved on-time service delivery by 28% while reducing employee overtime.

Engaged contingent workforce during peak seasonal workflow to maximize productivity.

Reduced internal support call response times to less than two minutes.

Collaborated with regional and national departments to integrate workforce, cross-train employees and leverage existing workforce capacity.

Represented Company during 2018 labor negotiations, participated in active proposal development and exchange leading to $5M in cost savings from the new collective bargaining agreement. Manager of Provisioning 2010 to 2016

Oversaw the day-to-day activities of regional teams responsible for inventory, product programming activation, and service delivery assurance for consumer and commercial product lines. Key Contributions & Responsibilities

Supervised engineering support teams with responsibility for electric company billing, pricing, posting, work order distribution, and right-of-way support.

Designed and implemented a cross-training program to gain efficiency and flexibility within service delivery.

Successful business continuity during a 4.5 month labor strike by creating a forward-thinking business continuity plan for the provisioning department that allowed cross-trained non-union and contract labor to cover shift responsibilities.

Diana L. Snow 2

207-***-**** adl1id@r.postjobfree.com

Manager of Outside Plant Engineering 2007 to 2010 Ensured full adherence to strict annual capital and expense budgets for a team of outside plant engineers, scheduling engineer, contractor engineers and New Hampshire right-of-way department. Key Contributions & Responsibilities

Navigated significant organizational change and transition during the 2008 Verizon/FairPoint acquisition and subsequent migration of support systems.

Reviewed engineering work orders to ensure full delivery of required elements while meeting scheduling and budget guidelines through effective project management and resource allocation. Outside Plant Engineer 1999 to 2007

Designed engineering work orders and monitored progress completed by operations, ensuring all network modifications and other requests were addressed in a timely manner and within budget. Key Contributions & Responsibilities

Conducted daily coordination with network and operations departments, state and local agencies, utilities, environmental officers, landowners, and contractors.

Scheduled and conducted on-site meetings with customers to discuss construction and/or modification requests to existing network facilities.

Accurately estimated all job costs for labor, material, engineering and other necessary elements associated with reimbursable requests.

Successfully completed a one-year job rotation from engineering to operations as line and splice foreman. Education

Master of Business Administration

University of Maine Orono, ME

Bachelor of Science in Electrical Engineering

University of Maine Orono, ME

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