Open to opportunities

Dianne Martin

@diannemartin

Message

Experienced customer service professional with a passion for team development.

United States

Message

What I'm looking for

I am looking for a role that values team development and customer satisfaction.

I am an initiative-taking and experienced customer service professional with a proven history of success in leading and developing teams. My commitment to improving overall customer satisfaction and employee retention has been evident throughout my career. I thrive in challenging environments and am highly effective in ensuring that KPIs are measured for optimal performance while meeting SLAs as per client expectations.

Currently, I work at Rise Broadband, where I handle frontline customer care calls, consistently ranking as a top performer in various metrics, including sales. Previously, as an Associate Team Lead at GE Appliances, I oversaw daily operations, conducted team huddles, and created reports to analyze performance. My experience as a Call Center Manager at Procom and Central Security Group allowed me to supervise large teams, implement operational changes, and achieve significant awards for employee satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Customer Care

Current

Rise Broadband

May 2024 - Present (1 year 1 month)

Handling frontline customer care calls for internet customers, focusing on billing, service calls, and upgrades. Recognized as a top performer in various metrics, including sales and customer satisfaction. Skilled in de-escalating customer issues to prevent supervisor involvement.

Customer Service Billing Sales Performance Metrics Call Center Operations Communication Problem Solving

Associate Team Lead

GE Appliances

Jan 2023 - Apr 2024 (1 year 3 months)

Oversaw daily operations for teams, monitored performance through customized stats, and conducted team meetings. Developed reports for root cause analysis and trained new team leads on operational processes.

Team Leadership Performance Monitoring Reporting Training Communication Root Cause Analysis Scheduling

Call Center Manager

Procom

Sep 2017 - Dec 2022 (5 years 3 months)

Supervised a team of 45, implemented operational changes for efficiency, and managed employee performance reviews. Developed onboarding processes and monitored email queues to meet service level agreements.

Team Management Performance Reviews Onboarding Scheduling Communication Leadership

Call Center Manager

Central Security Group

Jun 2015 - Sep 2017 (2 years 3 months)

Key contributor to achieving a workplace award by improving employee retention and operational plans. Managed escalated complaints and revamped training and QA processes.

Employee Retention Training Development Quality Assurance Team Leadership Communication

Supervisor

Hewlett-Packard

Feb 2004 - Jun 2015 (11 years 4 months)

Supervised over 60 employees across various client accounts, achieving top performance ratings. Managed escalations and trained new hires while analyzing performance metrics for improvement.