Customer Service Business Operations

Internal Use - ConfidenƟal

GEORGE C DIAZ

Hutto, TX

512-***-**** ********@*****.***

GLOBAL SENIOR MANAGER, BUSINESS OPERATIONS

George C Diaz

Global Sr. Manager} Business Operations

Dell Financial Services

One Dell Way

Round Rock, TX 78664

To whom it may concern,

Delivering excellence customer service, account development, and operations management is the hallmark of my career. Review of my qualifications will showcase excellent leadership, analytical, organizational, customer relationship management (CRM), account management, and motivation of internal teams. In addition, I offer exceptional tenure resulting in numerous promotions into critical leadership roles at Dell due to my dedication and work ethic. These experiences have enabled me to examine and understand client needs and utilize best practices, technical tools, and superior communication skills to meet timelines while pushing strong quality execution. Other highlights of my career that will help me to excel as Global Sr Manager, Business Operations:

Globally managed direct/Indirect reports with servicing portfolios ranging from small and medium businesses through large corporate accounts, including federal and public accounts, internal to the US and overseas.

Maintained a clear understanding of corporate goals and managed a team to consistently meet goals set forth by the business, while ensuring the highest level of team morale and effectiveness.

Contributed to strategic planning and assisted in training and developing new Dell Financial Services sites globally.

Cultivated positive relationships with clients and colleagues, adept at communicating with clarity and diplomacy to individuals from diverse and cultural backgrounds. My resume will provide additional details concerning my accomplishments. I welcome the opportunity for an interview to discuss the performance you can expect from me. Thank you in advance for your time and consideration. I look forward to hearing from you soon. Sincerely,

George C Diaz

Internal Use - ConfidenƟal

George C Diaz – Résumé Page 2

GEORGE C DIAZ

HuƩo, TX

512-***-**** *************@*****.***

ACCOUNT MANAGER CUSTOMER SERVICE OPERATIONAL PLANNING Program Management Vendor Coordination Training/Staff Leadership & Development Results-producing Strong Leadership, Customer Service and OperaƟonal Manager highly regarded for a background in leasing, accounts receivable, and customer service. Dynamic career showcasing a 18-year tenure with Dell in progressive leadership roles. Known for providing decisive operaƟons management through excellent analyƟcal, organizaƟonal, customer relaƟonship management (CRM), account management, and moƟvaƟon of internal teams. Maintains an uncompromising focus on high-quality standards and boƩom-line operaƟonal and customer service standards improvements. EffecƟve technical and communicaƟon abiliƟes across internaƟonal offices and global organizaƟons. SELECTED HIGHLIGHTS

Globally managed 25 direct and 109 indirect reports with servicing porƞolios ranging from small and medium businesses through large corporate accounts, including federal and public accounts, internal to the US and overseas.

Named Inspiring Leader resulƟng from performance and employee surveys for the past 18 years

Maintained a clear understanding of corporate goals and managed a team to consistently exceed goals set forth by the business, while ensuring the highest level of team morale and effecƟveness.

Oversaw department quality program development, implementaƟon of custom Invoicing policies, and reporƟng of our conduit business.

Contributed to strategic planning and assisted in training and developing of new Dell Financial Services sites globally.

CORE COMPETENCIES

Vendor Management Account Management Business Development

Customer Service Inspiring Leader Strategy/Growth

Project Management OperaƟons Management Customer RelaƟons Management

Employee Mentor Program Staff Supervision Training

EffecƟve CollaboraƟon Subject MaƩer Expert Accounts Receivable

Business Analysis SoluƟon Selling Offshore Team Leader PROFESSIONAL EXPERIENCE

Dell Financial Services Round Rock, Texas 2000 – Present Global Sr Manager, Business OperaƟons 2023-Present Senior OperaƟons Manager 2016 – Present

OperaƟons Manager II 2008 – Present

OperaƟons Manager I 2006 – Present

Promoted to posiƟons of increasing authority and responsibility, globally managing up to 109 reports with servicing porƞolios ranging from small and medium businesses through large corporate accounts, including federal and public accounts, internal to the US and overseas. Maintain a clear understanding of corporate goals and managed a team to consistently meet goals set forth by the business, while ensuring the highest level of team morale and effecƟveness.

Managed and trained team on all policies and procedures that impacted team accounts, including collecƟons, credit, customer service, operaƟons, end of the lease, cash applicaƟon and return logisƟcs.

Oversee our Cash team(s),EMC & Dell Servicing Team(s), End of Lease and Customer Service departments along with managing and developing our quality program and reporƟng of all metrics for all of North America regions(US, CA& Mex)

Manage daily unapplied cash funds to ensure proper payment applicaƟon and collecƟon acƟviƟes for DFS’s top clients.

Internal Use - ConfidenƟal

George C Diaz – Résumé Page 3

Conducted performance evaluaƟons and provided month end reporƟng and presentaƟon to the execuƟve team.

Contributed to strategic planning and assisted in training and developing new DFS sites globally. Assistant Sales Manager 2004 – 2006

EffecƟvely drove inbound and outbound calls, emails and proposals to focus on maintaining and expanding business relaƟonships with our sales teams, as well as gaining market share with exisƟng and new customers. Developed key relaƟonships to lead sales, partnering with mulƟple salespeople for both strategy and execuƟon to develop new accounts and expand exisƟng accounts.

Created and implemented a new strategic approach to idenƟfy, evaluate, and recommend business finance soluƟons, performing analysis on mulƟple market factors to both anƟcipate/idenƟfy customer problems/needs.

EffecƟvely balanced demands from mulƟple stakeholders, developing and implemenƟng account plans that drove the aƩainment of criƟcal business objecƟves.

Small Medium Business Sales coach 2000 -2004

EffecƟvely drove pen rates and originaƟons by working with Dell Management to support up to 100 Dell representaƟves, by coaching them to improve their financial business knowledge and sales skills.

Monitored team performance and reported on daily metrics

IdenƟfied key development opportuniƟes with sales agents and provided one on one coaching and service observaƟon to drive performance.

Assisted with launching the payment specialist program to ensure higher quality while selling our payment financing program.

ADDITIONAL CREDENTIALS

TECHNICAL SKILLS MicrosoŌ Office (Word, Excel, PowerPoint, Outlook, Visio) HONORS & AWARDS Vice President Award, Most Valuable Player Award, Inspiring Leader Champion ORGANIZATIONS

Meals on Wheels, LaƟno Connect

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