Dianna Rhoads
GRANBURY,TX
Summary
Dedicated patient care professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
25
25
years of professional experience
Work History
Director of Operations
Alltech Prosthetic Services, LLC
03.2009 - Current
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Analyzed business operations in my first eighteen months of employment and implemented strategies to improve operational cohesiveness allowing the business to increase its patient load from 12 paints in the first year to 98 patients. Patient load continued to growth to over 300 active prosthetic and orthotic DME patients monthly from year three through twelve.
- Improved operational efficiency by streamlining processes and implementing innovative solutions such as developing share drive for all employee resources needed to complete tasks, upgrading servers, upgrading telephone system as well as creating and implementing electronic patient care records.
- Reduced operational risks by creating a profit and loss parts cost analysis policy to compare cost of orthotic components to insurance contracted fee schedules while organizing data to forecast monthly, quarterly and annual financial projections.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Monitored, analyzed, and corrected staff performance by creating performance reviews, merit increases based on outcome of reviews and worked with business owners to raise standards of practice.
- Developed project management work flows for clinicians, administrative personnel and prosthetic lab technician to ensure patient care plans were continually monitored for successful completion, increasing patient and involved healthcare providers satisfaction by 95% from year one through year 13 of my current employment as analyzed from received satisfaction survey's.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Represented organization at all community events, answering questions, providing details and giving informative presentations.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Business Analyst
Cash America
02.2008 - 03.2009
- Collaborated with stakeholders to define project objectives and criteria.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
- Optimized workflow processes to enhance overall productivity and achieve operational excellence.
- Collaborated with stakeholders to identify business needs and data sources.
- Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Generated ad-hoc reports to evaluate specific business requirements.
- Developed and maintained courteous and effective working relationships.
- Worked effectively in fast-paced environments.
- Applied effective time management techniques to meet tight deadlines.
- Managed time efficiently in order to complete all tasks within deadlines.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
Customer Service Manager
MMI (Money Management International)
02.2006 - 02.2007
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Generated customer satisfaction surveys to analyze results into action plans.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Took ownership of customer issues and followed problems through to resolution.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Customer Service Manager
Cash America
02.2001 - 02.2006
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established team priorities, maintained schedules and monitored performance.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Collections Manager
Cash America
10.1999 - 02.2001
- Improved overall collections efficiency by implementing strategic collection plans and processes. Consistently collected over One Million dollars in PayDay Loan debts monthly during my time as Collections Manager.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Analyzed financial data to identify trends, risks, and opportunities for improved collections strategies.
- Created comprehensive reports on collection activities, highlighting key performance indicators and areas for improvement.
- Conducted investigations of customer accounts and payment histories.
- Maintained compliance with federal, state, and local regulations governing debt collections practices.
- Utilized advanced negotiation skills to secure favorable settlements in complex collection scenarios.
- Complied with established internal controls and policies.
- Implemented efficient skip tracing techniques to locate hard-to-reach debtors and expedite the recovery process.
- Generated and mailed updated statements monthly and processed demand letters.
- Researched and resolved accounts payable discrepancies.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Reconciled vendor statements and handled payment complaints or discrepancies.
- Coordinated legal actions when necessary, working closely with attorneys to ensure proper documentation and representation.
- Increased recoveries by negotiating favorable repayment terms for clients and customers.
- Documented interactions in computer database and updated information.
- Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
- Supervised staff of 22 collectors, monitoring phone calls and letters.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Self-motivated, with a strong sense of personal responsibility.
Education
Nursing
South Plains College
Levelland, TXPhlebotomy Certification - Health
Lone Star Phlebotomy
Burleson, Tx01.2019
Skills
- Business Development
- Employee Development
- Process Improvements
- P&L Administration
- Administrative Management
- Revenue Growth
- Strategic Planning
- Staffing / Human Resources
- Customer Service Management
- Operations Oversight
- Policy Development and Enforcement
- Performance Evaluation and Monitoring
Timeline
Director of Operations
Alltech Prosthetic Services, LLC
03.2009 - Current
Business Analyst
Cash America
02.2008 - 03.2009
Customer Service Manager
MMI (Money Management International)
02.2006 - 02.2007
Customer Service Manager
Cash America
02.2001 - 02.2006
Collections Manager
Cash America
10.1999 - 02.2001
Nursing
South Plains College
Phlebotomy Certification - Health
Lone Star Phlebotomy
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