Danielle Dinley is a results-focused leader with extensive experience driving organizational change across multiple regi...
DANIELLE C. DINLEY Sellersburg, Indiana 47172 Telephone: (502) 641-5336 Email:
[email protected] MANAGER / DIRECTOR: Global Change Management Technical Projects Results-focused leader with extensive experience driving organizational change across multiple regions and continuously improving core processes. Work with HR, business unit leaders, training & development professionals and other stakeholders to identify requirements, develop solutions and roll out programs and standards that improve customer satisfaction and performance. Monitor performance levels and manage emerging workforce needs. Deliver complex, high-profile projects ahead of schedule Key skills:
Team Leadership Operations Strategic Planning Process Improvement Change Management Communication Relationship Management Needs Assessment Project Management HR Performance Management Schedules Coaching & Mentoring Service Levels Sales Labor Relations / Grievances Time and Attendance Databases Performance Reports
PROFESSIONAL EXPERIENCE AT&T, Various Locations 1999-2014 Leading multinational telecommunications company with more than 246K employees worldwide. Manager, Technical Customer Service (2007-2014): Directed a team of 20 and coached and mentored 15 call center professionals, ensuring compliance with guidelines and performance standards. Analyzed processes, identified opportunities for process improvement and designed and implemented new procedures, skillfully managing organizational change across multiple locations. Liaised with senior team to identify customer requirements and advocate for new strategies. Deep understanding of Net Promoter Score (NPS), CSAT and Key Driver customer engagement surveys. Managed daily operations, HR, Time and attendance, schedules and workforce relations. Managed time, attendance, FMLA and Disability. Wrote and delivered staff appraisals. Managed database and generated reports. Focused on “voice of the customer” initiatives, using speech analytics with Verint software. Key Accomplishments: Established best practices and instituted transformative change, improving customer satisfaction from 52% to 88% within a year and ensuring that 90% of projects were completed before due date. Slashed costly staff turnover by 15% with a multi-faceted strategy that included the design and deployment of new staff development and improvement programs adopted for use companywide. st Played a key role in successful beta testing of new 1 -call resolution program, working with a team located in 9 states to implement new practices that improved customer satisfaction 25%. Achieved 100% success rate with rollout of new call center documentation system, training managers and a director on new system and completing project ahead of schedule. Honed behavioral interview skills, securing certification and achieving >1% turnover rate in interview pool (averaged 5-7 interviews per week). Reduced absenteeism by 2% by streamlining processes.
Provisioning Manager (2005-2007): Led a team of 5 engaged in managing and fulfilling facility orders for government accounts. Analyzed customer requirements and ensured that orders were complete. Oversaw customer facilities to ensure satisfaction. Collaborated closely with program managers to identify and address project risks. Maintained high rate of production, fulfilling approximately 25 orders per day. Key Accomplishments: Achieved savings by exceeding order requirements 3% per month by using more efficient practices. Ensured customer loyalty by outperforming expectations, delivering services before due dates. Proactively improved service, decreasing fallouts 12% by monitoring systems to identify deficiencies. ADDITIONAL POSITIONS AT&T San Antonio, Texas 2002-2005 Sales Manager (Training): Led staff training and development initiatives for 200+ employees, working closely with training department to schedule and deliver coursework and manage vendors. Conducted leadership training and drove 45% month-overmonth revenue increase with targeted training initiatives. Managed projects across diverse business units. Used workforce management software to streamline core tasks and processes. Analyzed needs, influenced key decision-makers and aligned training with organizational goals. Managed employee recognition programs, working with managers to track results and deliver rewards. Delivered call center training on time and within budget. Recognized with award for exceptional performance. AT&T San Ramon, California 2001-2002 HR Support Specialist: Investigated non-compliance, process breakdowns and conduct issues (average of 15 per day, exceeding target of 12). Worked closely with union stewards and customers to obtain facts and interviewed employees. Developed reports for HR and conveyed decisions, feedback and action plans to managers. Significantly improved inter-group communication. Developed workaround for investigation involving Spanish-speaking staff. Built and managed trust-based relationships with union counterparts. Regulatory reporting. AT&T (PAC BELL) San Francisco, California 1999-2001 Performance Manager: Drove customer satisfaction initiatives by improving online experience. Managed high-profile projects to expand existing functions and develop and roll out new capabilities. Collaborated with product managers, UX designers, release managers, business analysts and IT professionals to identify requirements and develop solutions. Served as advocate. Managed process risks. Worked closely with software engineers and vendors for software development. Rolled out best practices across multiple states. Played a key role in standardizing disaster recovery strategy and communications. Documented processes and procedures. Delivered presentations to senior staff. Provided status reports to executives. Created methods and procedures. Promoted inter-departmental collaboration. Managed 4 contact centers.
EDUCATION Bachelor of Arts in English Christopher Newport University, Newport News, Virginia Currently enrolled in a MBA program with Capella University TECHNOLOGY SKILLS
Microsoft Office Suite Microsoft Project Visio Cisco Applications Taleo SaaS Systems TCS CTI ITIL Agile Methodologies Verint / Witness/Avaya System
