Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Dianna  Berens

Dianna Berens

Summary

Experienced Customer Satisfaction Manager bringing 30 plus years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

40
40
years of professional experience

Work History

Dr of Customer Satisfaction

Blu Perspective
06.2020 - Current
  • Overseen a Team of Managers in Michigan, Ohio and Mississippi
  • Responsible for Revenue Targets / P&L of Service Division
  • Account Management and Commercial Development
  • Customer Service - Main point of contact for customer issues/resolutions
  • Responsibilities included creating and maintaining all ISO documents
  • Monitored compliance to maintain ISO standards through internal/external audits, corrective actions and opportunity for improvement.
  • Responsible for Customer and Corporate corrective actions
  • Gate keeper of Blu training and development program (Project Resource Center, Weekly Communication updates, and Online Training)
  • Continuous Improvement of QMS system
  • Office Manager – Go to Person

General Manager- Service / Quality Manager/Finance

Blu Perspective
10.2010 - 06.2020
  • Financial responsibility of divisional Metrics (Sales and Profitability)
  • Account Management to ensure Customer Satisfaction and Growth of current customers.
  • Managed a team of Supervisors and their teams that were spread out between Michigan, Ohio and Kentucky
  • Trained and Mentored Supervisors on Sorting and Containment Operations processes and procedures.
  • Responsibilities also included hiring / firing of personal
  • Full circle of quoting for potential customers
  • Initiated contracts and follow up to ensure contracts were signed by customers
  • Responsibilities included creating and maintaining all ISO documents
  • Monitored process compliance to maintain ISO standards through internal/external audits, corrective actions and opportunity for improvement.
  • Responsible for Customer and Corporate corrective actions
  • Gate keeper of Blu training and development program (Project Resource Center, Weekly Communication updates, and Online Training)
  • Set up contracts in Blu's system / Managed sending to the customer and follow up to ensure they were signed


Customer Service Representative

L&W Engineering
08.2007 - 08.2010
  • Maintained good relationships with Customers (IE FORD, HONDA, JCI, GM, etc…),
  • Maintained customer ratings, Set-up customer blanket purchase orders,
  • Entered Manual releases and customer spot buys
  • Analyzed 830/ 862 releases
  • Maintained customer CUMS accuracy
  • Maintained accuracy of shipping schedule (JIT)
  • Maintained / Set up production labels
  • Ordered Steel and components, Issues releases to vendors and did follow up
  • Monitored customer portals (FORD DDL, C HRYSLER SMART, HONDA Portal)

Materials / Shipping Manager

Concept Industries
06.2004 - 08.2007
  • Maintained 100% shipments
  • Controlled and Maintained Inventory Accuracy
  • Liaison between Materials, Shipping and Accounting
  • Managed 7 people on 3 shifts that were multi-lingual,
  • Maintained plant cleanliness
  • Presented Key measures monthly for upper management review
  • Managed Material meetings to present key information to the staff and the materials team
  • Responsibilities also included hiring / firing personal
  • Management style reflected teamwork and mentoring approach.

Production / Team Leader / Project Coordinator

Johnson Controls
10.1984 - 06.2004
  • Production floor experience building wire harnesses & Automotive map lamps from 1984 – 1994,
  • Project Coordinator from 1994 – 2004 for primarily FORD launches. Responsibilities included managing build events of new product launches, developing new suppliers, worked with cross-functional launch teams (IE, Program Management, Advanced Manufacturing, Quality Engineers, etc…) Helped set up new lines, Trained operators, Monitored / Managed revision levels of ordering components for various build events, Maintained 100% on time shipment of prototype builds, Established and maintained a budget for each individual launch, Maintained a build issues list which was reviewed in weekly meetings with the multiple launches that I was responsible for.
  • Daily monitored EASI/ VPP for FORD (PSW timing). Held formal training for the launch teams to roll out the VPP system when it transitioned from EASI to VPP.
  • Followed several Launch lines into production as a Team leader and led teams of 25 plus people.

Education

Business Administration

Davenport College
Holland, MI
2000

Skills

  • Customer Service
  • Account Management
  • Sales proficiency
  • Project Planning
  • Continuous Improvement
  • Reliability
  • Employee Coaching and Mentoring
  • Team Management

Interests

Historical preservation of Salem Township I over see a Township FB page called Salem Township Historical (Burnips) that shares years of information that I, along with others have collected documenting the history of the township I also have Co-Written of a book called Salem Township (Images of America) This book was published in 2010 and is registered with the Libary of Congress





Timeline

Dr of Customer Satisfaction

Blu Perspective
06.2020 - Current

General Manager- Service / Quality Manager/Finance

Blu Perspective
10.2010 - 06.2020

Customer Service Representative

L&W Engineering
08.2007 - 08.2010

Materials / Shipping Manager

Concept Industries
06.2004 - 08.2007

Production / Team Leader / Project Coordinator

Johnson Controls
10.1984 - 06.2004

Business Administration

Davenport College
Dianna Berens