Diana Rabieh
Renton,WA
Summary
Proactive and high-energy Change Management Leader with over 10 years of experience with Saas Technology and Solutions, Digital Marketing, Hotel, and Car Rental industry. Proficient in organization readiness, positive process change, cross-functional training and development, and customization of learning material to achieve team initiatives.
Overview
11
11
years of professional experience
Work History
Customer Engagement Manager
Affirma LLC.
11.2020 - Current
- Responsible for 20+ active projects, and 40 accounts for revenue sizes of 50+ million
- Currently maintaining a 99% CSAT score through our automated surveys, and achieving 1.5 million/year in net new opportunities identified through our relationships.
- Focused on process changes to improve the customer experience to lead to work continuation ande expanding support in multiple business units
- Problem solving minor to critical concerns of our customers and dedicated to revolving these urgency to keep customer retention
- Developed customized training programs to support employees during transitions, boosting staff confidence and competence in new processes.
- Championed change management initiatives that resulted in improved organizational effectiveness and adaptability.
- Conducted post-implementation reviews to assess the effectiveness of change management efforts and identify areas for improvement in future projects.
Global Training Manager
Nor1 By Oracle
04.2019 - 05.2020
- Product launched independently for more than 80 locations throughout the US and Internationally
- Increased customer service scores and revenue by encouraging the cross-functional teams to believe and implement the blueprint. Accomplished an average adoption rate of 85% and continued to access to achieve progress
- Persistent organization, clear communication, quickly following up and training performance were key drivers to my success
- Used professional negotiation skills and emotional intelligence to consult on additional services that did not exist. Such as, consideration in including add on services such as room upgrades and packages
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Achieved significant improvement in training engagement by customizing content to meet unique needs of each department.
Senior Regional Performance Manager
Frontline Performance Group
06.2017 - 04.2019
- Provided on-site support to the Hilton and Fairmont hotel brands in Seattle, San Francisco, Vancouver BC, Portland, and Denver working with their Front Desk teams to increase revenue generation and CSAT
- Improved team performance by implementing new KPI tracking systems and providing regular feedback.
- Implemented customized on the spot coaching plans for individual team members, empowering them to reach their full potential.
- Total revenue generation for the region averaged $350k monthly
- Cultivated strong relationships with key stakeholders, ensuring effective communication across all levels of the organization.
- Leveraged analytical tools to provide insight and enhance performance.
- Led quarterly performance reviews, setting attainable goals based on individual strengths and business needs.
Franchise Training Manager
SIXT Rent A Car
03.2014 - 06.2017
- Leader of the Franchise Training Department for all SIXT Rent a Car Franchise locations and provided ongoing services and training for optimal results
- Lead a series of summits in Germany
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Responsible for supporting and connecting Franchisees to our headquarter departments for maintenance and set up
- Built strong lasting relationships with the owners and teams by
Education
Bachelor of Arts - Communications
Seattle Pacific University
Seattle, WA06.2013
Associate of Arts - General Education
Bellevue College
Bellevue, WA06.2010
Skills
- Change Management Leadership
- Cross-Functional Training and Coaching
- Creative Mindset
- Fast Problem Solving
- Stakeholder Communication and Influence
- Communication Planning
- Performance Optimization
- Contract Negotiation
Timeline
Customer Engagement Manager
Affirma LLC.
11.2020 - Current
Global Training Manager
Nor1 By Oracle
04.2019 - 05.2020
Senior Regional Performance Manager
Frontline Performance Group
06.2017 - 04.2019
Franchise Training Manager
SIXT Rent A Car
03.2014 - 06.2017
Bachelor of Arts - Communications
Seattle Pacific University
Associate of Arts - General Education
Bellevue College
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