Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Diane Tabernilla

Las Vegas,NV

Summary

Over 20 years in the BPO industry and a natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, potential revenue streams, operational efficiencies, and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal and communication skills across clients, executives, supervisory, and support staff roles. Provides senior leadership and internal stakeholders with updates, status reports, and solutions for potential and ongoing concerns. Delivers excellent client services while building and maintaining client/vendor relationships. Strong people management, planning, and execution skills and can successfully launch projects.

Overview

18
18
years of professional experience

Work History

Sr. Director, Client Services and Account Management

Awesome CX
02.2024 - Current
  • Manages Top 5 Strategic Brands with a $21m book of business for 2025 and $17m for 2024
  • Advocates for our Brand Partners through effective Strategic planning and acting as a primary point of contact, and understanding their needs and expectations.
  • Responsible for organic and new lines of business growth based on the budget forecast by analyzing market trends and providing cost effective solutions for our Brand Partners. Grew a $4.5m client to $8.8m in 2025 by providing a BCP and secondary site solution that will effectively manage their volumes and trends
  • Relationship Management- both internal and client relationships. Responsible for ensuring that our Brand Partners are delighted with the Awesome CX delivery and strategies. Internally, I help remove barriers for my teams that prevent them from being successful. Actively bring ideas and empower my teams to deepen their applicable industry experience and knowledge in order to deepen their expertise as client partners.
  • Contract Management- leads contract renewals or new line of service negotiations.

Director of Client Services and Account Management

Movate
09.2022 - 10.2023
  • Provided direction and leadership over client relationships and developed and implemented strategic plans and activities to ensure all client objectives met goals. Book of business managed amounted to $23m for 2022.
  • Built client relationships by responding to inquiries, and escalations, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Managed existing and developing new client relationships, identifying risk and growth opportunities, both organic and new logos.
  • Lead Business Reviews and Risk Assessments with clients and develop strategic plans that improve quality and cost efficiencies.
  • Liaised with Movate leadership team to support strategic opportunities, aligned cross-functional resources with delivery, and met client KPIs and SLA requirements.
  • Advocated for the customer by reviewing NPS and CSAT feedback and concerns and created solutions to improve the overall experience.
  • Supervised daily operations and support functions to improve customer satisfaction, agent productivity, and performance.
  • Drove client satisfaction expansion and retention of accounts by 10% and introduced success-based SLA structures for client retention.
  • Analyzed customer feedback to discern trends, patterns, and insights, and communicate these findings to all team levels. Directed incident management processes and led High Severity/ Escalated Outage and Resolution.
  • Developed and implemented process/ workflow automation projects to improve customer satisfaction, speed to resolution, and streamline operations.

Senior Client Services Manager

TaskUs Inc
10.2016 - 09.2022
  • Effectively handled 4 clients/logos (1 Top 5 and 3 Top 20) simultaneously across 2 geographies and provided value-added recommendations to help improve business and drive better customer satisfaction. Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Owned and executed end-to-end solutions from RFPs, Sales pitches, cross-disciplinary proposals, client contracts, and SOWs.
  • Strategically manage senior client relationships, increase seniority level of key client relationships and executive sponsors.
  • Held Operations and other functional groups that are accountable for meeting client SOW KPIs and expectations. Led the team for labor forecasting and department budgeting for future growth.
  • Collaborated with the Operations, Data Analytics, and Quality teams to provide value-added feedback and solutions to our clients.
  • Achieved client satisfaction rating of 93%, exceeding the departmental goal of 80%, increased client engagement by 35%, and achieved a client retention rate of 97%.
  • Established and maintained client relationships resulting in a 20% growth in revenues.
  • Developed effective internal processes and managed the full lifecycle of client engagements to ensure customer satisfaction.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Conducted regular meetings with clients and stakeholders to ensure transparency, communication, and accountability through analysis of required resources, and implementation of well-structured strategies.

Senior Project Manager

Alorica
10.2014 - 10.2016
  • Launched over 15 projects per year, from small to large scale. Developed and maintained project budgets to control costs and meet organizational and project goals.
  • Coordinated cross-functional teams to determine timely delivery and compliance with project requirements.
  • Met project deadlines consistently, with 60% of projects handled up to 3 months ahead of schedule. Delivered substantial cost savings by reducing operating expenses by over 20%.
  • Achieved positive customer feedback by ensuring thorough quality assurance for all projects launched.
  • Enhanced team performance and productivity through the standardization of processes and procedures.
  • Successfully managed projects with 20+ stakeholders, and ensured transparency in communication with stakeholders at all levels.
  • Utilized Agile/Scrum methodology for project planning, team collaboration, customer feedback, and risk management.
  • Developed detailed reports that tracked progress, identified issues, and proposed solutions.

Senior Service Delivery Manager

Alorica
09.2009 - 02.2014
  • Responsible for 800 agents over 3 Operations Managers across 6 Lines of Business Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training, and ongoing support.
  • Managed Operations Excellence through Performance Improvement and consistency.
  • Responsible for operations budgets, revenue attainment, and goals. Accountable and responsible for meeting client SOW KPI targets (CSAT, AHT, Quality, and Response rate) and internal targets (Staffing requirements- attrition, absenteeism, people engagement, and satisfaction).
  • Evaluated agent and Team Leaders' workloads to support capacity planning, adjusting service call scheduling according to available staff.
  • Directed hiring and interview processes of new employees, onboarding, and delivered performance reviews, increasing employee retention by 20%.
  • Achieved an overall service delivery record of 97% for customer satisfaction, decreasing average handle time by 15%, while increasing revenue attainment by 10%.

Operations Manager

Alorica
03.2007 - 09.2009
  • Managed over 300 CSRs and Support staff across 3 Lines of Businesses and modalities.
  • Piloted and launched seven major programs for NCO Group/EGS Initially launched the program of 30 FTEs and gradually ramped to 300 FTEs Launched new Lines of Businesses for MSN and Xbox Technical Support for all mediums.
  • Developed and managed project plans, tasks, milestones, and deadlines Strategic Quality Planning- Collaborated with the Quality Manager on the quality framework for customer and client satisfaction, analysis of customer feedback, and developing strategies for improvement.
  • Increased customer satisfaction by 40% and decreased customer reclamation by 30% by 6 months of tenure.

Education

AB - Communication Arts, Minor in Advertising

AMA Computer University
Quezon City
01.2002

Skills

  • Client Management and Account Leadership
  • Financial Management
  • Workforce Management
  • Global Operations and Program Management (EMEA, US, LATAM, APAC)
  • People Management
  • Risk Management
  • Vendor Management
  • Contracts and Negotiation
  • Project Management
  • Strong organizational and time management skills
  • Exceptional communication and interpersonal skills
  • Ability to work independently and as part of a team
  • Detail-oriented and able to handle multiple tasks simultaneously
  • Strong command of data analysis and visualization tools (Excel, Google Sheets, Looker, PowerBI, Salesforce)
  • Highly organized with meticulous attention to detail and exceptional project management skills
  • CRM, Data, and Speech Analytics tools knowledge

Timeline

Sr. Director, Client Services and Account Management

Awesome CX
02.2024 - Current

Director of Client Services and Account Management

Movate
09.2022 - 10.2023

Senior Client Services Manager

TaskUs Inc
10.2016 - 09.2022

Senior Project Manager

Alorica
10.2014 - 10.2016

Senior Service Delivery Manager

Alorica
09.2009 - 02.2014

Operations Manager

Alorica
03.2007 - 09.2009

AB - Communication Arts, Minor in Advertising

AMA Computer University

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