Dalia Diaz Email & Phone Number

Austin, Tx, Us

Seattle, Wa, Us

Responsible for Managing Global Quality direction for the Service and Operations of Conventional Lodging and Off-shore vendors. Have worked with Quality with Account Management and Service and Operations for Vrbo. Providing business insights, tool support to monitor trends and enhancements, and the impact and reporting on the implementation of Insights. Work on projects that implement new Quality forms, processes, tools, and reporting. Worked on strategic planning and analysis for the Quality team. Currently working on a project to implement Automated scoring and the roadmap to build out the quality framework .

Seattle, Wa, Us

Seattle, Wa, Us

Managing quality assurance (QA) programs for the North Americal Call center. Manage the QA Team in meeting the organizations goals and objectives related to measuring and reporting quality standards associated with patient interactions across various channels. This role will also be accountable for ensuring consistency in quality assessments, calibration across different operational teams and completion of assessments.

Seattle, Wa, Us

Oversees and directs the development and maintenance of Workforce Management and Real-Time Adherence programs at Homeaway's call center. Support the leadership teams across multiple departments. Oversees the Real-Time adherence teams (Service Level Coordinators) Research the latest trends and leverage analysis' to increase Agents' productivity, support call center supervisors, and streamline processes within the Service Level Team and the Workforce Management tools. Plan, implement and ensure Real-Time Adherence team's schedules, and staffing coverage during Service Center’s business hours. Assists with coverage and support when necessary. Is available and accessible for business emergencies at any time.

Seattle, Wa, Us

Provide Leadership of the Real-time adherence team and working closely with the scheduling and planning team to re-balancing each day’s workload with available human resources to deliver a good service level to customers efficiently. Taking steps to ensure that service levels are hit, agents are fully utilized, and customers are getting great service. Finding ways to streamline processes and work with Leadership across various areas and off-shore to identify and address problems that impact reaching Service Level Goals.

Seattle, Wa, Us

Service Level Coordinator (May 2016 - Present). Monitor adherence, report on it and understand what causes agents are missing adherence to Work Schedules to meet Service Level Agreements. - Compare the agreed and achieved service levels and report information on the usage of services, do ongoing measures for service improvement - Work with Management on projects to coordinate resources to Special Projects Senior Customer Service Representative (May 2015 - May 2016) Ensure the delivery of a world-class customer experience to owners, travelers and property managers. Collaborative work with multiple HomeAway teams to drive the achievement of organizational objectives and operational excellence.Successfully received the On the Spot Award for demonstrating outstanding customer support.Accepted the Excellence in Action Award for exemplifying excellent teamwork abilities

Detroit, Michigan, Us

Provision of exceptional assistance to the supervisor in completing agent’s file; presiding over team meetings; and coordinating with the team on future changes; as well as in guiding new agents, attending in critical meetings, and conducting weekly performance evaluations.Identification and assessment of gaps in the technical solutions provided to agents on the floor assisting customers.Rendering of outstanding customer service and prompt resolution of escalated problem; while meeting service-level agreements (SLAs) for the area.Development of recommendations to streamline customer service to General Motors customers.Instrumental role in recruiting business analyst in charge of developing and implementing processes toward customer service support enhancement aligned with SLAs.

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Provision of consultation services to Companies on the Hispanic Market strategiesPersonal Development and Coaching

Overland Park, Us

Training in the Business Architect role while developing improvement of new market’s retention for the company by creating tools and tools and support structure for customers who prefer doing business in Spanish throughout the company and its regions.Design of process maps to drive the reconstruction of the IT Department’s workforce plan, including: - Collection of requirements valuation for the end-to-end people management plan and identification of the gaps in the workflow- Facilitation of meetings with business analysts in the areas of training and onboarding plans development- Leadership recommendations on effective business solutions to resolve workflow gapsDriving force behind the generation of company cost saving by streamlining hiring, onboarding, training, retooling, and succession planning processes.Formulation of business architect plan for end-to-end integration of the Hispanic market requirements into the technical infrastructure which involve: - Initiation of business rules and requirements; development of roadmap, and introduction of change management plan for the enterprise- Execution of process flows to translate the company’s documents into Spanish across the enterprise- Dissemination of documents to vendors and quality controls requirement to ensure SLA compliance of all departments.

Bloomington, Illinois, Us

Administration of company program to support the implementation of outsourcing and off -shore development offices.Expert management of the entire large complex application development, infrastructure, and data projectLeadership in creating and implementing roadmap for the improvement of marketing applications; planning and assessing projects for the gaps identification in the infrastructure; modifying data synchronization and data conversion between multiple platforms.Exceptional performance streamlining business application performance; eliminating unplanned infrastructure repairs; and preventing the procurement of unnecessary data from multiple sources.Successful mitigation of cost of off-shore support by 50% and boosted the security of programs, projects, and data sent off-shore/off site; while identifying and resolving any potential legal gaps and software licensing issues.Establishment of standard process in qualifying work to avoid legal ramification and packaged toward timely off-shore delivery of projects.

Bloomington, Illinois, Us

Installation of geographic information system (GIS) tools into the next generation of GIS services.Direction to the team during the successful migration of new GIS infrastructure though centralized geo-spatial database, web-based mapping tools, and a robust desktop mapping suite.Institution and management of a governing body across Business and IT departments to support the implementation of the enterprise address standardization strategy.Collaboration with 15 project managers on 83 diverse product modelers both onsite and offsite, including various leaders across the IT Department and business lines on the enterprise movement to online insurance applications. Administration and training of analysts on new product modeler role to meet project resource demands. Cultivation of long-term relationships across various levels of the organization and promotion of healthy working environments with product developers to effectively function new roles.Design of strategic plan in the development and implementation of the data domain strategy. Integral role in reducing data synchronization problems; maximizing resource hours spent on maintenance of data and software; development of scalable system for numerous business partners using GIS services; and provision of better visualization tools for mapping solutions.Promotion of cost of multiple address standards across business lines along with incompatible systems, effecting strict compliance with U.S. Postal Service requirements for Address Standardization in coordination with business analyst.Outstanding performance in ensuring business processes, priorities, and objectives were met; thus resulting to the following:- Reduction of vendors along with the number of resources to support various systems- Improved accuracy and consistency of customer’s addresses across business lines- Diminishing of mailing cost and the risk in fines for not following U.S. Postal Service Address Standardization guidelines

Bloomington, Illinois, Us

Bloomington, Illinois, Us

Bloomington, Illinois, Us

Bba, International Business And Marketing

Leadership (National Hispanic Leadership Institute, )