Diane Coleman Email & Phone Number

Memphis, Tn, Us

Memphis, Tennessee, United States

I support the HR Answers for the global HR shared service center, fostering cross-functional collaboration to drive employee engagement, performance, and Human Resource efficiencies. My role involves managing employee inquiries and HR operations across all 50 US states, focusing on providing comprehensive support throughout the employee lifecycle.

Memphis, Tennessee, United States

I have extensive experience leading the overall strategy and day-to-day operations for managing calls, live chat, and email inquiries. I was responsible for planning and executing strategic initiatives and setting policy standards for the Finance Global Payroll customer service team, which supported 130k domestic Verizon employees. My duties included performance management, budget control, staffing, employee development, and engagement. I worked closely with various departments, such as customer service operations, workforce management, finance, legal, benefits center, and human resources, to identify process gaps, share best practices, and achieve goals in a remote work environment. I have strong skills in analyzing performance metrics, translating data into valuable insights, and taking appropriate actions to improve efficiency and enhance the customer experience. In addition, I managed the customer experience consultants and senior trainers and played a key role in driving employee self-service, creating and sending payroll-related communications for domestic and international employees, and managing payroll content. I have expertise in simplifying complex information and effectively presenting it across different levels of the organization through storytelling.

Lake Mary, Florida, United States

In my role, I focused on evaluating, coordinating, and simplifying processes. I assessed the customer experience across payment channels, coordinated recovery efforts, and simplified billing issues. I communicated findings effectively to stakeholders and led collaborative projects that resulted in significant departmental savings and earned me the Verizon Credo Award. I supported payment investigations, refunds, and complex billing issues for wireless and wireline call center representatives.

Tampa, Florida, United States

I managed 160 employees organized into groups, such as Technical Support, Advanced Technical Support (ATS), and Bilingual Customer Service. I successfully led the team through the Alltel/VZ merger and provided cross-training to handle call overflow within the technical support and customer service teams. I prioritized technical-related problems and escalated them when necessary. I also regularly analyzed call trends to anticipate problems and developed solutions in advance. I focused on building a strong team by providing coaching and motivation and developing supervisors to create high-performing teams. Additionally, I created and executed a strategic plan to exceed key performance indicators and adapt to shifting priorities through area operating processes and core leader values.Key Accomplishments:- Nominated for Alltel’s Leader of the Year Award- Exceeded the Area Operating Score, achieving 97%- Selected for the Accelerated Leaders Program executive level (Professional coaching and development plan with an outside consultant, operational class focused on action planning and communications, coaching, collaboration, values and vision, emotional intelligence, financial acumen, executive training, and workshop challenge)