Dana Dimone Email & Phone Number

Woodbury, New York

Hauppauge, New York

* Interface and support internal and external customers for healthcare technology company * Provide timely status documentation for all project, requests and issues * Identify and report all projects at risk of missing deadlines * Act as an internal liaison between management and customers. * Lead or assist with new customer projects, requests and issues. * Perform and assist PMO with special projects and duties as needed.

Regularly retained by companies to assist in improving operations performance and customer satisfaction.ENGAGEMENTS INCLUDE:NBTY Corp - Quality Assurance AnalystContracted for 3-month engagement to perform micro-testing of vitamins and food supplements. Challenged to quickly learn new processes and systems and ensure a high level of product quality and conformance to specifications.  Noted for ability to quickly ramp up to full productivity including using SQL and Oracle databases. Recognized for high level of productivity, accuracy and strong communication skills.Steven's Communications – Business AnalystContracted to analyze customer service systems and processes and make recommendations to improve efficiencies and customer satisfaction. Performed gap analysis on CRM system to identify need for additional staff training.  Reviewed and revamped Customer Care Agreement and Customer Tickets handling.

Melville, Ny

Promoted to improve customer interface to Verint's product support organization. Position included managing the customer satisfaction survey function, serving as a product service manager, and working closely with the VP on a wide range of projects. Performed follow-ups with customers and liaised between customers and management. Wrote/presented business proposals to established clients. Prepared and presented routine and ad-hoc reports analyzing customer issues and resolutions and identifying performance opportunities in support of the organization's process and tools evaluation and execution.Drove operational and/or technical initiatives through knowledge of business systems, related data, and work flow affecting Verint Support, including liaising between Support and IT during technology projects.Select accomplishments:- Decreased budget through proper dispatch and planning and use of third party vendors.- Contributed to the ISO certification process through helping to write and keep current technical documentation.- Served as key person with the auditor. Company achieved highest ratings on all audits.

Lyndhurst, Nj

Promoted to manage the AET desktop deployment of a brand new product for a customer's employees. Worked on site, planning and coordinating all training and support functions and schedules, and coordinating a trainer, application expert, & product support engineers. Regularly met and coordinated with client team and other contractors. Handled all phone calls / requests for assistance from employees, their managers, and our project crew. Managed project and contract close-out. Select accomplishments: * Ensured the delivery of projects that exceeded expectations through carefully planning, staffing, and scheduling to ensure projects met / surpassed objectives.

Melville, Ny

Managed distributed contact center locations, serving as customer advocates in building partnerships and managing escalations. Worked across Verint’s Sales, Customer Support and Professional Services organizations on a regular basis. Assisted in building criterions, planning and rollout of business critical applications. Utilized Cisco Call Center Management applications, Oracle CRM applications, Heat, and Onyx. Assisted in tracking and enforcement of service agreements and renewals and in identifying inside sales opportunities. Managed Contact Center agent scheduling. Managed dispatches for a team of 30+ systems engineers in the Americas region. Partnered with vendors for providing off-hours coverage as needed. Estimated/quarterly budgeted dispatch and T&M expenses. Responsible for forecasting budgeted head counts on new and renewal contracts. Select accomplishments: * Collaborated with team to achieve and maintain Customer Satisfaction scores above the targeted 4.5 rating. Kept Contact Center ICD phone statistics (hold time, talk time, abandonment rate) well above goal. Achieved an excellent turnover rate for “Key Accounts” in an “Escalation Mode". Achieved ATPs (Acceptance Test Plans) on schedule. * Key contributor to the creation and integration of a new, streamlined, universal CRM system to replace many different regional interfaces. Collaborated with project leadership to identify required functionality, key components and design elements. Determined naming convention of various groupings. Performed beta testing. Trained employees on new system. * Created processes under ISO 9000-2001 guidelines in preparation for ISO certifications; exceeded industry standards and goals. * Drove continuous improvement by developing all Contact Center workflow processes, support documentation, application user guides and employee training programs.