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 procedures, ticketing and ordering systems, and tools· Responsible for owning and resolving standard and non-standard client requests and account issues · Leads internal collaboration sessions to ensure quality assurance and control during the planning and implementation phase· Responsible for client satisfaction for a portfolio of clients measured via client surveys and other methodology· Develops and maintains positive customer relationships throughout the complete customer life cycle· Conducts client meetings and Quarterly Business Reviews· Collaborates cross functionally with other countries and regions in the planning, reporting and delivery of multi-region deployments· Develops and maintains expertise on all Equinix products and services

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. Facilitate troubleshooting efforts between technical personnel, Equinix, Microsoft, Spectrum Enterprise, and the end customer. Provide management and oversight to ensure successful installation and delivery of connectivity to Microsoft Azure and Microsoft Azure Government via the Equinix Cloud Exchange Portal. Serve as single point of contact for third party vendors and internal teams to deploy and support products.• 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• Implemented recurring communication and collaborative training with stakeholders involved in Type II operations• Reduced ENNI install intervals from 90+ days to 45 days by eliminating a step and improving delivery timelines• Received corporate recognition for leadership of successful efforts to improve Type II program

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 overall customer experience and individual customer expectations.• 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• Promoted to Senior Program Manager following two years of exemplary service

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 documentation, including process flows, procedures, requirements, training materials, operational notices, presentations, and job aids.• 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, activation, pre-sales, post-sales, and service assurance teams to deliver IP solutions and ensure customer satisfaction. Served as single point of contact and subject matter expert for incident management within Managed Network Services team.• 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• Implemented management controls and business rules to support retention of key client worth $3.6M annually• Facilitated improvement to International Private Line half-circuit order request form to mitigate widespread confusion• Mentored junior employees to develop their skills and increase organizational capacity

Bachelor Of Science, Business Administration

Certificate, Pmp Certification Program