Diane Horner Email & Phone Number

• Own the implementation and ongoing maintenance of the Lifeline and Affordable Connectivity (ACP) government assistance programs as they relate to the existing customer base as well as the onboarding of new subscribers through agents and digital channels. • Adhering to FCC guidelines, manage the ACP wind-down process, including the systematic removal of all discounts, digital channel updates, and customer communication, upon announcement of the program end in 2024. • Represent Mass Markets in the creation of the new Brightspeed bill via Bill Composer, a self-serve web-based tool to design, compose and personalize post-paid invoices. • Working with Regulatory, Branding, and Marketing communications, manage the development and placement of all bill messages, inserts and onserts.

• Managed the end-to-end A/R process (order to cash) for 2K clients, including invoicing, orders to bill, payments and deposits, agent commission payouts, collections activity, client inquiries/exceptions, and monthly reporting and tax reporting.• Reduced aged receivables by $1.4M by implementing a system-driven collections process, following up on open accounts and nurturing healthy customer relationships to ensure timely payments.• Through the submission of 150+ trouble tickets, facilitated major improvements to the standard billing platform, creating new processes and updating existing ones that have led to improved billing and payment accuracy, the establishment of new best practices, and ultimately significantly increased customer satisfaction. • Drove a 200% increase in NPS, almost eliminating customer complaints, the primary detractor.

• Ensured all customer touch points were logical, effective, and simple, including the paper bill and via the digital experience (email, SMS, Verizon.com, and My Fios app).• Engaged in bill design and execution for new products, services and promotions for Consumer and Business lines of business, and continually worked to improve and update the customer billing experience.• Worked with Agile teams to drive improvements and efficiencies in billing processes, specifically in the payments and finals/disconnect space, to drive digital engagement and reduce call volumes.• Promoted a 'Lead with Digital' strategy by spearheading the move towards mandatory paper free billing for new Consumer subscribers to Fios internet. $4M in projected savings.

• Identified revenue impacting payment errors across Verizon footprint, and resolved end to end (including customer communication) to reduce expense and increase profitability. • Enhanced the customer and agent experience through proactive process improvement achieved via requirements gathering, training development and delivery, and systems enhancements utilizing both the Waterfall and Agile methodologies.• Partnering with Retail and Financial Services, identified synergies and developed and improved existing procedures to gain efficiencies, reduce unwarranted transfers, reduce churn, and increase close rates to problem solve billing issues and promote collections.

• Working in partnership with Labor and Operations, spearheaded the creation and formalization of the call allocation process to drive Marketing calls into the appropriate channels and ensure channels were prepared to receive the calls. • Developed a mechanized tool to manage 400+ marketing campaign requests on an annual basis resulting in greater simplicity of use and more robust data for end users. • Created and formalized the toll-free number (TFN) administration process, including the provisioning, routing, and testing of all active numbers. Achieved 100% provisioning accuracy every quarter.• Implemented a TFN recycle policy to ensure costs were kept to a minimum, reducing the TFN pool from 16K to 6K saving the company $2M. Drove further reduction in cost through the conversion of services from AT&T to Verizon Business platform.

• Managed the sales force incentive program, to include bank statement accuracy for point deposits, vendor management, communications, contract negotiations and change implementation. • Managed the bid process for vendor analysis and selection; contracted a new vendor to streamline and improve existing processes. • Facilitated the design and implementation of the 2001 Circle of Success incentive program • Managed the budget for the Channel Marketing organization including transfers, annual best views, year-end accruals, and the development of a monthly accrual system.

• Managed the Consumer Sales and Support, Operations, and Resource Management financial planning processes, including the tracking of monthly expense actuals vs. budget. • Provided financial support to field and staff in identifying and analyzing incorrect charges, mappings, voucher codes, and capital expense codes. • Worked closely with clients to prepare expense and force budgets and commitment views that met financial objectives, and identified implications of financial plans and associated risk.• Provided vendor and cross-charge reports to all clients, coordinated and submitted budget transfers, and managed monthly as well as year-end accrual processes and associated reversals.• Spearheaded the introduction of PeopleSoft for the Consumer group.

• Partnered with Product Line Management, Marketing, Finance, and sales staff from 45 key business offices to develop and maintain $800M in sales objectives for seven companies for 20 products. • Tracked, summarized, and reported Consumer Sales business priorities results at state, director, and regional levels, indicating sales accomplishments for use by senior management and providing analysis for strategic initiatives. • Assessed the impact of new products and promotions on sales objectives and adjusted objectives accordingly.

• Identified and justified revenue and expense variances for various pieces of the $360M annual operating budget reported to Executive Management on a monthly basis.• Analyzed and reported variances in USA Today’s actual domestic advertising pages and revenues vs. the current budget and the prior year’s actuals and prepared annual budget figures based on these variances. • Utilized scenario analysis to forecast newsprint and printing costs based on press changes and page variations, and prepared quarterly estimates to quantify and forecast the effect of changes on market conditions on the upcoming quarter. • Submitted financial statements to Gannett Headquarters which reported monthly activity variances to budget and prior year in consolidation with the company balance sheet.

Bachelor’S Degree, Economics

Master Of Business Administration (M.B.A.), Finance, General