Summary
Overview
Work History
Skills
Timeline
BusinessAnalyst

Diane Arias

Walnut,CA

Summary

Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.

Overview

26
26
years of professional experience

Work History

Sr. Enterprise Client Manager

Vizient Inc.
Walnut, CA
08.2013 - Current
  • Built relationships with customers and community to establish long-term business growth.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Managed accounts to retain existing relationships and grow share of business.
  • Created and implemented new business opportunities by utilizing strategic networking strategies.
  • Increased profits through providing excellent customer service, following established guidelines and auditing sales reports.
  • Maintained up-to-date knowledge of competitor products and pricing in market served.
  • Engaged in product training, demonstrations, consumer awareness, branding and acquisition initiatives to raise awareness and revenues.
  • Communicated progress of monthly and quarterly initiatives to internal and external sales teams.
  • Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.

Value Analayst - Contracts Manager

Torrance Memorial Medical Center
Torrance, CA
07.2009 - 08.2013
  • Tracked contracts for management and issued regular tracking reports covering current status and upcoming milestones.
  • Managed, supervised and controlled execution of contracts ranging from $1000 to $18,000,000.
  • Mitigated business risks by analyzing contracts' potential impacts and avoiding unfavorable terms.
  • Maintained Lawson database for with contract, vendor and customer information.
  • Interpreted contact terms and coordinated solutions to resolve disputes between clients and service providers.
  • Onboarded and trained new staff to keep team efficient and prepare team members to effectively handle demands of simultaneous and large-scale contracts.
  • Monitored contracts' performance to detect non-compliance with terms and deficient returns and organize proactive resolutions.
  • Negotiated and administered leasing and service contracts for Healthcare business.
  • Maintained effective and lasting vendor relationships through dynamic communication, collaboration and intelligent questioning skills.
  • Searched for hard-to-find items and found high-quality, reliable vendors.
  • Researched new vendors and partners to obtain most cost-effective pricing for goods, saving company $7,000,000 in one year.
  • Sourced and qualified bidders, obtained favorable pricing and finalized contracts.
  • Worked with departments to find new and better items to fulfill diverse needs.
  • Made valuable contributions to planning of promotions, pricing and inventory levels, enhancing inventory flow, revenue and profits.
  • Identified cost-effective vendors and set up favorable contracts, saving $7,000,000 per year in Surgery and Patient Care expenses.

System Support Specialist

Hoag Memorial Hospital Presbyterian
07.2000 - 07.2009
  • Resolved computer and system networking problems to maintain user productivity.
  • Maintained documentation and resources regarding problem resolution for reference in future instances.
  • Culled technology knowledge to perform IT troubleshooting, restoration and maintenance services to maintain organizational performance levels.
  • Monitored hardware, software and peripheral performance against organizational expectations.
  • Tracked issue resolution policies to maintain compliance with internal standards.
  • Researched and resolved uncommon flagged system performance issues to expedite patching.
  • Stayed up to date on software and hardware updates to optimize efficiency and productivity for management of clients.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices and software to set up work stations for employees.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.

Customer Service

Owens & Minor Distribution
City Of Industry, CA
06.1997 - 07.2000
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Recommended products to customers, thoroughly explaining details.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained new personnel regarding company operations, policies and services.
  • Answered average of 150 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Communicated professionally with colleagues, freelancers and clients.
  • Promptly responded to inquiries and requests from prospective customers.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed timely and effective replacement of damaged or missing products.
  • Cross-trained and provided back up for customer service managers.

Skills

  • Client Relations Management
  • Client Satisfaction
  • Managing Client Contracts
  • Contract Compliance
  • Contract Implementation
  • Customer Inquiries
  • Client Meetings
  • Employee Development

Timeline

Sr. Enterprise Client Manager

Vizient Inc.
08.2013 - Current

Value Analayst - Contracts Manager

Torrance Memorial Medical Center
07.2009 - 08.2013

System Support Specialist

Hoag Memorial Hospital Presbyterian
07.2000 - 07.2009

Customer Service

Owens & Minor Distribution
06.1997 - 07.2000

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Diane Arias