Dianna Giltner
Ankeny,IA
Summary
Versatile Managing Director with proven abilities across all levels of organizational management. Talented in developing partnerships, overseeing personnel and developing tactical plans to meet strategic goals utilizing a tech-driven approach.
Overview
13
13
years of professional experience
Work History
Director of Operations
Express Logistics, Inc.
09.2023 - Current
- Monitored budget and utilized operational resources.
- Worked collaboratively with leaders to implement new procedures and corrective actions to improve quality.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Evaluated, acquired, and integrated new technologies to enhance efficiency.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
Operations Manager
Express Logistics, Inc.
01.2022 - 09.2023
- Increased profit by streamlining operations.
- Developed and maintained relationships with external vendors and suppliers.
- Developed and implemented strategies to maximize customer satisfaction.
- Analyzed and reported on key performance metrics to senior management.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
Customer Care Manager
Express Logistics, Inc.
01.2017 - 01.2022
- Supervised daily operations and sales functions to maximize customer satisfaction, and employee productivity.
- Managed department call volume and coordinated department schedules to maximize coverage during peak hours.
- Developed new employees and on-going performance assessment of current employees.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Established performance and service goals and held associates accountable for individual performance.
Customer Care Supervisor
Express Logistics, Inc.
01.2015 - 01.2017
- Supervised daily customer service functions to maximize revenue, customer satisfaction, and employee productivity.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
Customer Care Representative
Express Logistics, Inc.
10.2011 - 01.2015
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely solutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Logged call information and solutions provided into internal database.
- Navigated multiple computer systems and applications to find information.
Education
Bachelor of Science - Apparel Merchandising, Design And Production
Iowa State University
Ames05-2010
Skills
- Leadership training
- Strategic planning and execution
- Risk mitigation
- Performance analysis
- Operations oversight
- Process improvement
- Verbal and written communication
- Hiring and onboarding
- Contract negotiation
- Analytical thinking
Timeline
Director of Operations
Express Logistics, Inc.
09.2023 - Current
Operations Manager
Express Logistics, Inc.
01.2022 - 09.2023
Customer Care Manager
Express Logistics, Inc.
01.2017 - 01.2022
Customer Care Supervisor
Express Logistics, Inc.
01.2015 - 01.2017
Customer Care Representative
Express Logistics, Inc.
10.2011 - 01.2015
Bachelor of Science - Apparel Merchandising, Design And Production
Iowa State University
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