Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Generic

Diane Hopkins

Aurora,CO

Summary



Forward-thinking Global Service Management professional with proven ability to drive strategic initiatives and deliver impactful results. Strong focus on team collaboration, adapting to changing needs, and ensuring reliable performance. Expertise in client relationship management, project oversight, and cross-functional collaboration. Strong communicator and problem-solver with a proven track record of enhancing client satisfaction and driving continuous improvement. Known for integrity, reliability, and dedication to achieving organizational goals.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Sr. Consultant - Global Client Services

HCL Tech
11.2023 - Current


  • Addressed and resolved technical, financial, and operational concerns by working with customers, sales teams and stakeholders.
  • Collaborated with internal teams to develop customized solutions that addressed unique client needs.
  • Identified key areas in need of improvement and implemented plans to rectify issues.
  • Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Built strong relationships with clients through consistent communication and proactive problem-solving efforts.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Delivered comprehensive reports and presentations to stakeholders, providing insights and actionable recommendations for business improvement.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Excellent communication skills, both verbal and written.
  • Passionate about learning and committed to continual improvement.
  • Organized and detail-oriented with a strong work ethic.

Service Program Manager

Verizon Business
01.2012 - 11.2023
  • Addressed and resolved technical, financial, and operational concerns by working with customers, sales teams and stakeholders,
  • Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Increased customer satisfaction through effective communication of goals and expectations.
  • Interacted with customers and clients to identify business needs and requirements.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.

Implementation Manager

Verizon Business
01.1997 - 01.2012
  • Oversaw implementation lifecycle processes based on organizational needs, and customer demand.
  • Enhanced client satisfaction by proactively addressing concerns and providing timely updates on progress.
  • Troubleshot technical issues during implementations, working closely with internal teams to resolve problems quickly and minimize downtime for clients involved in specific scenarios encountered.
  • Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
  • Established effective communication channels between internal teams and external clients to facilitate smooth project execution.
  • Documented processes to streamline setup, customization and maintenance.
  • Liaised with other departments to minimize network interruptions and possible downtimes.

Education

Business Administration

Wichita State University
Wichita, KS

Business Administration

University of Arizona
Tucson, AZ

Skills

  • Teamwork mindset
  • Problem Solving
  • Strong leadership skills
  • Client Relationship Management
  • Project Management
  • Financial Management
  • MS Office
  • Analytical thinking
  • Attention to Detail
  • Flexibility
  • Integrity and Honesty

Certification

  • ITIL, OSA, RSV

Interests


  • Participating in fundraising events to support local charities, schools, or community projects
  • Supporting local animal rescues
  • Culinary and Food
  • Sporting events

Timeline

Sr. Consultant - Global Client Services

HCL Tech
11.2023 - Current

Service Program Manager

Verizon Business
01.2012 - 11.2023

Implementation Manager

Verizon Business
01.1997 - 01.2012

Business Administration

Wichita State University

Business Administration

University of Arizona

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Diane Hopkins