Diana Russo Email and Phone Number

Knowledge Management Lead for IT Service Management.

Direct-to-customer medical device sales.

Knowledge management and internal communications for enterprise B2B Customer Experience, Operations and specialized Technical Service groups. Project Management and Product Requirements Development for Salesforce and Oracle KM products including beta, UAT, launch and adoption activities. Training documentation and distribution. Coordination and response for user and leadership feedback. Content, adoption and use analytics. Supervision of Knowledge Management Specialists including remote staff.

Participation and leadership in multiple concurrent telecommunications projects to create and distribute communications to B2C Care, Sales, Retail and Operations staff. Updates and content development for SharePoint Knowledge Management system. Preparation and distribution of agent training materials and facilitation of “train the trainer” sessions. Review, response and analytics for onsite focus groups and electronic user/trainee feedback. Creation of electronic newsletters, knowledge checks and other adoption encouragement and measurement devices.

Instrumental in the conceptualization, design, creation and launch of numerous internal tools including intranets, knowledge management systems, employee reward systems, employee guideline communications, online disclaimer forms, customer-education simulation tools, material archives and error identification database tools to increase efficiency, accuracy, access and time management. Recognized for effective use of Symon Display systems for Call Center graphics promoting sales techniques, employee engagement, and achievement of metrics. Worked to unite care groups and had substantial success in removing communication barriers and silos between departments to provide Care with greater quality and higher volumes of information sharing.

New Launch and Interactive Product Management, Marketing and media placement activities, content creation and web design, specializing in launch, development and lifecycle of new and interactive products. Created and pioneered new media customer touch points such as online contesting and couponing, text contesting and couponing, social media referral campaigns, auto-call campaigns, interactive video messaging and polling and interactive self-help and fulfillment tools. Successfully rebranded and re-launched local website and helped to position and build online buy-flow sales channel that grew to provide over 20% of total sales. Provided substantial mailing cost savings by inventing method of customization and individualization of bill insert materials for rate adjustment notifications. Managed multi-media major customer interface project with more than 85% customer satisfaction and less than 5% call center interruption. Designed multi-media campaigns that increased On Demand video use and revenue by up to 40% per category, and pioneered diversity-based and adult category marketing.

Management of marketing, field, inbound and outbound sales and staff, commercial sales and theft prevention along with public, media, and government relations including franchise negotiations, must-carry/channel retransmission agreements and system budget creation. Revenue Excellence Awards – maintaining double digit positive cash flow. Recognized for reduction of video cable theft by over 25% YOY through use of aggressive identification, monitoring and prosecution tactics.

Assist regional sales managers with sales development, personnel, training, issue resolution and contingency planning along with business management during system mergers, trades and acquisitions. Increased national and regional ad sales revenues up to 50% by providing more streamlined ordering and invoicing systems and developed traffic and billing portability system allowing seamless remote management that was later adopted by the software vendor and marketed as product benefit.

Sales support, research, order clearance, traffic, inventory control, billing and accounts receivable. Recognized for development of revenue maximizing fixed-position sales programs. Small business photoad sales. National/Regional sales/Rep Firm sales management. Created pre-dynamic automated make-good matrix that documented over 99% ad insertion accuracy for minimal ad traffic and billing loss.