Diana M. Manzo
Centennial
Summary
Client-focused Business Manager offering diverse experience in customer service, business management and project coordination. Quickly builds relationships with both new clients and business audiences. Quick-learning with excellent multi-tasking skills and mastery of new technology. Commended for innovation and creative problem-solving to address business challenges.
Overview
16
16
years of professional experience
Work History
Senior Operations Manager - Business Intelligence
Dish Network
07.2021 - Current
- Improved operational efficiency by streamlining processes and implementing innovative strategies.
- Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
- Managed complex projects from concept to completion, ensuring on-time delivery within budget constraints.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
Global Training Manager
Dish Network
12.2018 - 07.2021
- Lead training organization across 10 owned and operated and 11 outsourced call centers
- Led the project that awarded CXO best in class in 2018
- Received the key contributor award in 2018
- Represented Dish in receiving a Brandon hall award for best results of a new training program.
- Enhanced employee performance by designing and implementing comprehensive training programs.
- Evaluated the effectiveness of training programs using various assessment tools, providing valuable feedback for continuous improvement initiatives.
Regional Training Manager
Dish Network
05.2016 - 12.2018
- Led a region of the CXO Training Organization totaling over 200 remote employees, improved lower performing sites, to top rankings
- Managed the Training in outsourced call centers in the Latin America Region
- Cut training budget by over $1 million by creating a formula to determine trainer ratios
- Led work at home and virtual training project for the training organization launching new training, designing the training rooms, presenting to CXO leadership, and creating business strategy.
Operations Manager II/Customer Service Skills Business Manager
Dish Network
03.2014 - 05.2016
- Coordinated several successful enterprise IT releases and price increases
- Led many CSC initiatives including launching of new call center skills
- Worked cross functionally, with Retention, Marketing, IHS, Bpat, IT, to create the required training.
Resource/Workforce Manager
Dish Network
07.2008 - 03.2014
- Spearheaded process improvement efforts leading to greater efficiencies in daily operations and reduced overhead costs.
- Analyzed complex datasets to uncover actionable insights that informed strategic planning decisions for workforce management initiatives.
- Managed team, driving productivity and reducing process lags by training staff in best practices and procedures.
- Led budget related initiatives and worked with department managers to ensure delivery of budget KPIs.
Education
B.S - Industrial and Systems Engineering
The Ohio State University
Skills
- Strategic Vision
- Operational Efficiency
- Organizational Systems
- Process Improvement
- Cross-Functional Communication
- Business Management and Development
- Verbal and Written Communication
- Operational Improvements
- Program Optimization
- Motivational Team Management
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Senior Operations Manager - Business Intelligence
Dish Network
07.2021 - Current
Global Training Manager
Dish Network
12.2018 - 07.2021
Regional Training Manager
Dish Network
05.2016 - 12.2018
Operations Manager II/Customer Service Skills Business Manager
Dish Network
03.2014 - 05.2016
Resource/Workforce Manager
Dish Network
07.2008 - 03.2014
B.S - Industrial and Systems Engineering
The Ohio State University