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.
• 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.
• 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..
• 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.
• Vendor invoicing: reviewed all invoices/charges and approved accordingly.

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.

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.

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.

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.

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..

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.

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.