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DANIELLE C.

DINLEY
Sellersburg, Indiana 47172
Telephone: (502) 641-5336 Email: daniellecdinley@yahoo.com

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.
Played a key role in successful beta testing of new 1
st
-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-over-
month 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