Diana Marraccini

Led high-volume Medicare call center operations and performance for teams of up to 60 employees, overseeing inbound workflows, attendance, escalations, quality, compliance, coaching, and daily execution. Raised site NPS from 60% to 87% and improved employee quality results from 18% to 90%+ through targeted coaching and call review.

Monitored calls, employee performance, adherence, customer experience, and operational KPIs using various tools. Improved employee quality results from 18% to 90%+ through individualized development plans and documented follow-up.

Facilitated onboarding and production readiness for a 47-person class while maintaining a 4.7 learner-engagement score. Tracked attendance, assessments, system access, remediation, completion, and readiness.

Delivered virtual and in-person training for groups of 10-12, traveled to multiple locations, conducted live-call listening, and coached product knowledge, sales execution, customer conversations, and follow-through.

Managed call center sales and customer-service operations for a $1M+ organization, establishing expectations, monitoring performance, coaching representatives, and supporting daily workflow and escalations. Improved operational efficiency by approximately 20% through CRM workflow redesign and clearer handoffs.

Worked in a high-volume inbound and outbound insurance call center while managing a portfolio of 1,000+ accounts, conducting needs assessments, explaining coverage, resolving service concerns, and completing compliant applications and documentation.

Balanced customer retention, referrals, sales targets, follow-up, underwriting requirements, and time-sensitive service needs while maintaining accurate CRM records and positive customer outcomes.

Coordinated events, exhibits, speakers, and sponsorship research to support marketing efforts and business growth.

Directed remote call center, sales, booking, onboarding, and client-service operations, translating business goals into daily priorities, ownership, measurable expectations, and follow-through. Redesigned CRM workflows, call scripts, SOPs, and client handoffs to support approximately 20% revenue growth.

Coached 500+ entrepreneurs and business leaders on leadership, workload prioritization, delegation, accountability, operating systems, marketing, and scalable growth. Converted broad goals into measurable action plans and reported outcomes averaging approximately 11% improvement in efficiency or revenue.

Developed individualized treatment plans and monitored client progress for athletes in a mobile practice setting.

Founded and operated a mobile sports-therapy practice serving athletes; managed scheduling, billing, records, supplies, marketing, customer communication, and daily service delivery. Built referral relationships with physician offices and professional athletic organizations, including NASCAR teams.

Supported high-volume patient services and three years of physical therapy office operations, including scheduling, provider coordination, referrals, records, patient accounts, and phone-based communication. Completed insurance benefit verification and prior-authorization activities.

Provided office support for physical therapy operations, including scheduling, records management, and patient communication.

Resolved patient and provider concerns and collaborated across clinical and administrative teams to improve service quality and the patient experience.

Pursued psychology studies at Kellogg Community College.

Studied neuromuscular therapy at Edmund Morgan School.

Grade: Dean's List

Completed medical assisting coursework and made the Dean's List at ECPI University.