Diane Chance Email & Phone Number

San Antonio, Texas, United States

Manage new and existing complex client installations while working cross-functionally to deliver services in the agreed upon timeframe and per client expectations· Define and enforce best practices for onboarding strategic and non-strategic customers based on customers’ needs and project scope· Educates and orients clients in Equinix policies and.

Herndon, VA

• Managed the design, development, enhancement, delivery, and support of Ethernet products and services. Gather requirements from technical personnel to create virtual circuits in Equinix Cloud Exchange Portal..
• Managed new and existing complex client installations to deliver services in the agreed upon time frame
• Completed implementation projects for off-net segments and support of External Network to Network Interconnection points across Charter footprint
• Defined and enforce use of best practices for implementation, tracking, and reporting functions
• Championed use of process improvement initiatives to identify key efficiencies, process compliance, and standardization
• Trained all new analysts regarding Type II processes and procedures

Herndon, VA

• Managed processes governing and day-to-day interaction and customer inquiry management for a national account team serving 78 enterprise customers. Liaised with internal departments and adjacent regions to manage.
• Directed technical staff to engage customers as needed to address concerns and resolve technical or service issues
• Led multiple projects to improve business processes during outages or service delays by centralizing escalation points
• Developed and maintained positive customer relationships throughout the complete customer lifecycle
• Authored and presented business reviews to executives regarding performance results and improvement opportunities
• Received corporate recognition for exceptional management of strategic direct fiber Type I and Type II customers

Herndon, VA

• Advised executives and provided subject matter expertise for applications related to voice service order processing and customer support systems. Designed and developed comprehensive business and operational process.
• Served on “Go It Alone” digital home phone initiative team that resulted in TWC being recognized as its own CLEC
• Streamlined vendor management process and standardized metrics that better highlighted vendor performance
• Rapidly promoted to Client Support Manager based on swift demonstration of expertise and performance

Reston, VA

• Directed the provision of customer management support across a globally-positioned organization through project management and program management functions. Collaborated with order entry, billing, implementation.
• Supported contract and pricing negotiations with major customers by minimizing implementation intervals
• Led development of strategic roadmaps that improved employee training, education, and recognition programs
• Managed “First Call Fast Call” initiative that migrated 400 managed customers more than 90 days ahead of schedule
• Defined business processes to improve service delivery and enhance customer relationships in Latin America
• Seamlessly and successfully transitioned 600+ customers from outsourced provider back to Sprint

Bachelor Of Science, Business Administration

Certificate, Pmp Certification Program