Dianna Lane
Indianola,IA
Summary
Talented Project Manager brings proven abilities in end-to-end project management. Expert in identifying and mitigating risks, reaching milestones and managing deliverables. Highly organized leader with great attention to detail.
Overview
16
16
years of professional experience
Work History
Project Manager
CommandLink
Bothell, WA
09.2022 - Current
- Own and manage the entire delivery process for assigned orders, ensuring timely and high-quality delivery of services.
- Coordinate with internal and contracted third-party resources to meet customer requirements and delivery timelines.
- Regularly communicate with customers, providing clear and consistent updates throughout the entire delivery life cycle
- Handle tasks such as ordering Internet Circuits, managing Hosted VoIP projects, and overseeing number porting processes.
- Document dependencies and priorities clearly for efficient project execution.
- Utilize hands-on delivery experience to drive successful outcomes for each project.
- Demonstrate expertise in SDWAN Implementation, VoIP porting, and Internet circuit ordering with various carriers.
Billing Supervisor
Indianola Municipal Utilities
Indianola, IA
07.2018 - 09.2020
- Managed team of 4 direct reports responsible for all utility billing processing.
- Preparation of departmental budget and monitored budget, billings and purchases throughout the year in accordance with the approved budget/capital plans.
- Developed policies and procedures.
- Coordinated energy efficiency, state income offset, payment agreement, customer assistance and other utility related programs and processes.
- Maintained record of miscellaneous bills, including those for electric poles and installation of utility infrastructure.
- Assisted in new software conversion. • After hours dispatch of utility personnel for emergency services
Supervisor Carrier Wholesale
Mediacom Communications
West Des Moines, IA
03.2014 - 07.2018
- Managed the account and fulfillment processes to ensure budgeted revenue targets are achieved.
- Supervise Carrier/Wholesale Account Associates.
- Supervise, trained, and motivated Carrier/Wholesale Account Associates to deliver the Service Level Agreements agreed to by leadership.
- Apply fulfillment best practices while continually improving the fulfillment process.
- Develop tools to monitor the Carrier/Wholesale Account Associates to achieve and maintain a high quality of performance and insure good relationships with internal and external customers.
- Assist Carrier/Wholesale Account Associates with managing their respective business partners in the Operations and Engineering departments.
- Track and analyze individual and departmental performance to maximize production in order throughout, revenue production, and enhancing customer satisfaction.
- Responsible for providing and analyzing daily, weekly, and monthly reports detailing departmental activity and performance as requested by senior management.
- Accountable for hiring, attendance, evaluations, promotions, and disciplinary actions for Carrier/Wholesale Account Associates.
- Perform all other duties as required or directed, including project creation, escalation or prospect and client issues, and report generation.
Senior Business Coordinator
Mediacom Communications
West Des Moines, IA
06.2012 - 03.2014
- Prioritized daily workflows, including all email, inbound and outbound calls, quotes and sale related inquiries for a team of 10 Sales Executives.
- Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
- Wrote sales contracts for orders obtained and submitted orders for process for Sales Executives.
- Created and updated department work instructions and reports on a regular basis, meeting or exceeding deadlines with accuracy.
- Implemented performance quality and efficiency measures to achieve goals.
- SME for new software enhancements.
- Training of staff.
Dispatcher
Mediacom Communications
Des Moines, IA
01.2008 - 06.2012
- Routed and dispatched service technicians, installers, line technicians, head end technicians, fiber crews, and other technical personnel to remedy service problems business work force management tools, CCOR, AARIS, phones and other technologies. • Monitored field technicians’ locations and routes throughout the day. Clear, Close, Program technicians’ jobs, add equipment of services customer accounts, as necessary.
- Provide technical support for field staff on a wide range of cable, internet, phone provisioning and support situations.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Set schedules, implemented new policies, and worked with managers to optimize operational procedures and establish clear objectives.
- Developed strategies for improving efficiency within the dispatch department.
Education
Lincoln High School
Des Moines, IA05-1999
Skills
- Risk Management
- Strategic Planning
- Root Cause Analysis
- Schedule Management
- Systems Implementation
- Workforce Training
- Work Flow Planning
- Project Management
- Cost Control
- Data Analysis
- Productivity Improvement
- Budget Control
- Staff Training and Mentoring
- Coaching and Mentoring
- Business Process Re-Engineering
- Processes and Procedures
- Presentations
- Data-Driven Decision-Making
- CRM Proficiency
- Operations Management
Timeline
Project Manager
CommandLink
09.2022 - Current
Billing Supervisor
Indianola Municipal Utilities
07.2018 - 09.2020
Supervisor Carrier Wholesale
Mediacom Communications
03.2014 - 07.2018
Senior Business Coordinator
Mediacom Communications
06.2012 - 03.2014
Dispatcher
Mediacom Communications
01.2008 - 06.2012
Lincoln High School