Anna Dibari Email & Phone Number

Victor, Ny, Us

Victor, New York, United States

The Shared Service teams handle the customer journey for our existing customers and perform responsibilities across all of our BUs (Business Units).Our goal is to provide excellent service to all our customers!In addition to the scope managed in the Customer Experience Manager and Senior Customer Experience Manager, this role incorporated these additional responsibilities:• Increased the contracted Philippine based agents to 180+• Contract renewal review and discussions with Legal and the contracted staffing BPO in the Philippines• Partnered with management to plan and implement:o A staff reduction for one of our Philippine based teams. This included transitioning agents to other teams thus reducing redundancy.o A staff transition for the US based Customer Success Managers to be combined with the Account Manager department. This included role and responsibilities, timeline, salary and comp changes and processes revisions.• Member of a task team reviewing company-wide process, organization, and CRM/tools revamp

Victor, New York, United States

In addition to the scope managed in the Customer Experience Manager role, this promotion included these additional responsibilities:• Working in partnership with my managers to examine all current processes, identify gaps, document missing processes and create processes in collaboration with other teams accordingly.• Collaborating with other Managers/Directors to improve the process flows, client journey and service/satisfaction. • Closely monitoring Client CSATs (scores and comments), resolution to the concern and follow-up communication with the Client. Overall goal set at 4+ score (out of 5 total) for all client facing Shared Service teams.• Call auditing using ObserveAI.• Increased the Shared Service team by adding three new teams to our existing departments in the Philippines

Victor, New York, United States

The Shared Service teams manage the customer journey post bind for our existing clients. They perform responsibilities across all our BUs (Business Units). Our goal is to provide excellent service to all our clients. Managing Shared Service teams:• 3 US based Managers over 15+ US based agents and 70+ Philippines based contracted agents.Manage account for the contracted staffing BPO agency located in the Philippines.• 120+ agents with this vendor• Collaborated with the vendor regarding HR/PNC, attendance, and performance concerns (in alignment with the US Manager over those teams). • Staffing: verify staffing needs, submitted hiring requisitions, performed interviews with candidates, submitting onboarding tickets to CoverWallet IT/HR and ensured smooth onboarding between the vendor and responsible US Managers• Vendor invoicing: reviewed all invoices/charges and approved accordingly.• Worked in partnership with the vendor, which included daily communication, weekly management, HR/PNC meetings and team lunches/recognition.

Safran Seat Services - Atlanta, Ga Usa (Remote From Rochester, Ny)

Managing Cabin programs for North and Latin America regions, reporting to Director of Programs (France)Promoted programs to airline/MRO customers, over $33M in pursued sales opportunities with $4.5M budgetDeveloped positioning strategy and defined sales opportunitiesDeveloped, negotiated and deployed contracts Lead the deployment of awarded contracts, $3.3M annual revenueEnsured contractual conditions are metCoordinate all key stakeholders affecting the program and its success (implemented Kick Off Meetings, follow up progress meetings)Directed key stakeholders in the supply chain to ensure on time deliveries (goal of 96% OTD). Managed suppliers (internal and external)Developed performance and financial KPI to monitor and improve activity.Executed quarterly performance reviews with customers to present KPI, actions plans and implemented corrective actions to improve performanceCreate and present performance KPIs during customer performance reviewsProcess improvements, lean practices for worldwide teamsStandardized processes and forms worldwideResearch digitalizing the cabin inspection processManage Senior Project Manager located in California, primarily responsible for specific AD (Airworthiness Directive) Retrofit campaignAnalyzed market to define outsourcing strategy. Identified key suppliers (market analysis, comparative analysis, competition, negotiation, deals, contractual agreements, etc.)

Zodiac Aerospace - Atlanta, Ga Usa

Managed cabin programs for North and Latin America regions, reporting to Director of Programs (France)Promoted programs in collaboration with Sales to the airline/MRO customers, over $30M in pursued sales opportunities with $4.2M budgetCreate and negotiate program contractsManaged Program Manager located in Brazil, primarily responsible for Latin AmericaPut in place new program with $760k annual revenue, created processes, developed instructions/guidelines, ensure meeting contractual obligations, coordinated internal stakeholders to ensure on time delivery (96% OTD), performed customer presentationsInternal performance reviews, revenue/margin/performance KPIsProcess improvements for team worldwide (VSM event to identify areas of waste, improvements needed, standardized processes/forms)Analyzed market to define outsourcing strategy. Identified key suppliers (market analysis, comparative analysis, competition, negotiation, deals, contractual agreements, etc.)

Zodiac Aerospace - Atlanta, Ga Usa

Position reported to Director of Operator Programs (France) / COO of Operator Programs (US). Managed Power by the Hour (PBH) programs in the Americas, supervised all aspects of a program involving B787 aircraft, and coordination with sales personnel, management and suppliers. Additional responsibilities included creating, generating and monitoring KPI’s, organizational and communication planning, customers visits, regulatory compliance initiatives and promote/market programs to customers.Managed supply chain flow, from suppliers to deliveriesImplemented and designed action plan, identified root cause for late deliveries/ poor performance Reviewed and validated late TAT (Turn Around Time) claims for program orders (>$500k)Responsible for contract review, execution and revisionsCoordinate with an 20+ member sales / customer support / management team and 15 Zodiac OEMs (supporting 30+ product lines)Work with planning, purchasing, warehouse, customer service and product support to meet customer needsWork with accounting department in collections and resolving billing discrepancies

Zodiac Services Americas - Atlanta, Ga Usa

Position reported to the Director of Customer Service. Wide scope of responsibilities involved strategic planning, budget compliance, customer service, sales and marketing support, customer relations and support to other account managers.Responsible for Aircraft OEM and Leasing customer accounts, including Entry Into Service (EIS) programs for B787, GAC G650, GAC 280 platformsManaged and assigned accounts to a team of 5 – 7 customer service specialistsCoordinated and participated in activities with a 18+ member sales and management team, including conference calls, meetings and visits with customers and suppliersResponsible for coaching, training and creating a proactive, consistent and team oriented environment for the team, and conducted progressive employee reviewsGenerated, verified and maintained processes and procedures for the departmentGenerated, monitored and maintained KPIsAssist accounting department in collections and resolving issuesMember of several lean teams, including root cause analysis team

Zodiac Services Americas - Atlanta, Ga Usa

Position reported to the Director of Customer Service and CEO. Diverse scope of responsibilities involving budget compliance, customer service, and customer relations.Responsible for teams (CSRs and Supervisors) located in several regions of the United Sates (Atlanta, GA; Van Nuys, CA; Menomonee Falls, WI and Belmar, NJ), approximately 23 – 29 persons. Over time, effectively moved these positions to the main headquarters in Atlanta, GA.Coordinated with sales personnel (8 – 12 member team) and management regarding the CS department’s responsibilities, priorities, performance, support, concernsParticipated in conference calls and meetings with customers to discuss escalated issues/concerns, performance dialog, promote improvements made internally within the company/departmentInterviewed candidates, conducted personnel reviews, provided coaching, training and created a proactive, consistent and team oriented environment for all personnelGenerated, executed and maintained processes and procedures for customer service departmentResponsible for customer account distribution for the CSRsGenerated and maintained KPI’s for the customer service departmentAssisted accounting department in collections and resolving issuesOn-call AOG support for CSRs handling the AOG on-call rotation or customer escalationsSuper User in implementing ERP systems (Quantum to MOVEX and MOVEX to M3), created new processes, trained employeesMember of Safety Committee and First Response/First Aid team

Sicma Aero Seat Services, Inc. - Bothell, Wa Usa

Progressive responsibilities culminating in a leadership position as Customer Service Manager in February 2001. Position reported to the General Manager. Diverse scope of responsibilities involving strategic planning, budget compliance, human resources assistance, warehouse and inventory control, repairs, sales and marketing support, customer services, customer relations and accounting (AP/AR).Managed a 6 member team of customer service representatives, a 5 member logistics team and a 2 – 3 member repair teamVisited customers and attended Customer Relations meeting at OEM factory in FranceProvided coaching, training and created a proactive, consistent and team oriented environment for all personnelCreated and maintained processes, procedures and KPI’s for applicable departmentsPlanned the layout of shipping/receiving and office area to ensure a smooth/lean workflowResponsible for office and administrative personnel, including purchasing in the US and abroadConducted interviews of candidates and personnel reviewsSafety committee, AOG and AS9120 team member

Kirkland, Wa

Position reported to the City Business Coordinator. Accountable for insurance claim submittals and collections for five physical therapy clinics.Corresponded daily with physical therapists, patients, health insurance companies, doctor’s offices and the corporate office.Provided month end figures/reports to corporate office

Coral Springs, Fl & Weston, Fl

Progressive responsibilities culminating in the position of Office Manager in August 1997. Position reported to the Clinic Director and City Business Coordinator. Diverse scope of responsibilities involving accounts receivable, accounts payable, receptionist, coordinator and customer service.Reduced Bad Debt by 34% and DSO by 26 daysManaged a six member team conducting data entry, insurance claims processing, collections for over 300 patient accounts, customer statements, cleaning and preparation of therapy areas and equipment and opening/closing of the clinicManaged teams in two different locations (Coral Springs and Weston clinics)Provided month end reports to management/corporate office for both Coral Springs and Weston locations