Diandra Cole
Director Of Operations
Ft.Lauderdale,FL
Summary
Focused Director of Operations with 1.5 years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Director of Operations
CS News
11.2022 - Current
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Monitored budget and utilized operational resources.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Monitored and coordinated workflows to optimize resources.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Defined, implemented, and revised operational policies and guidelines.
Fiscal Implementation Analyst
HomeCare Software Solutions (HHA Exchange)
06.2018 - 11.2022
- Developed diagrams to describe and lay out logical operational steps.
- Re-engineered existing computer systems to promote ease-of-use and improve system security.
- Collaborated with upper management to drive strategy and implement new processes.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Technical Software Support Specialist
Teleperformance USA
05.2017 - 06.2018
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Communicated with clients to verify roots and causes of computer problems.
- Deployed software and hardware updates and patches to increase speed and performance.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Connected to computer of client using remote link to install new programs and applications.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
Education
Bachelor of Science - Information Systems Technology
Miami Dade College
Miami, FL 05.2001 -
Skills
Process Improvements
Capital Spending
Risk Mitigation
Performance Analysis
Performance Improvement
Data Analysis
KPI Tracking
Excellent Communication
Adaptability and Flexibility
Performance Evaluation and Monitoring
Sales Promotion
Goal Setting
Needs Assessment
Problem-Solving
Sound Judgment
Reliability
Certification
Comp Tia S+
Timeline
Director of Operations
CS News
11.2022 - Current
Fiscal Implementation Analyst
HomeCare Software Solutions (HHA Exchange)
06.2018 - 11.2022
Technical Software Support Specialist
Teleperformance USA
05.2017 - 06.2018
Bachelor of Science - Information Systems Technology
Miami Dade College
05.2001 -