Diana El-Berry, MBA, CSM

Provided front-line Application and S/4 Hana ECC support to all Verizon end-users in line with predefined Service Level Agreements (SLAs). • Responded to support requests via phone, email, and live chat communication channels and monitoring the overall management of an incident using Service Now or request through completion. All these reduced redirected tickets by 50% and improved SLA by 25%. • Prioritized, escalated and routed incidents appropriately to other teams within the business. • Actively identified and communicated potential service improvement opportunities through Jira and discussed impediments with a Scrum Master. I helped reduce the level of effort cost by 17% • Developed technical resources that helped strengthen the organization's self-service offering through automation and chatbots by 18% • Identified opportunities for end-user training and supported user training systems during implementations, upgrades, and enhancements and created Knowledge Base (KB) articles by 25% • Significantly shortening the learning curve by assisting with the Training Manual for New Hires by 75%. • Made strategic recommendations based on analysis and knowledge of system capabilities and end-to-end impacts on customers and technologies by 27% • After Deloitte's assistance with ERP Portal changes, Regression testing was done to help identify new defects in existing functionality. I oversaw projects, including ALM testing/monitoring, to ensure the naming convention results matched Verizon standards. In addition, my Financial analysis included the application Qlik to monitor AP invoice processing discrepancies.

• Informed patients of the legal, medical, and business implications of the medical diagnosis • Informed patients of their results and any special paperwork requiring translations.

Delivered exceptional results year-round in alignment with the Spirit of Service culture, driving company success through performance. • Influenced and gained the confidence of peers through mentorship, boosting morale. • Outpaced the volume of resolutions expected in a month, achieving the top 3 issues resolved among the team.

Assisted Pharmaceutical users with technical questions or issues, promptly leveraging various standard and proprietary software applications and hardware products. • Capitalized calls and emails, troubleshot/trended issues, and provided resolution / escalated to the next tier of support, reducing customer escalations. • Documented issues accurately, improving incident management and increasing productivity.

Educated customers on how to use digital phones, modems, routers, home networking, and maintenance through efficient troubleshooting. • Informed users by upgrading customers' accounts through bundling services that included internet, digital phone, cable, and home networking for Bulk communities. • Resolved business calls from hotels and other resorts with the essential troubleshooting needed to identify the facility's concerns.

Educated users for Tier 1-3 technical support and troubleshot digital phones, modems, routers, home networking setup, and maintenance. • Decreased the Average Handle Time by assisting customers by resolving their concerns over the phone, using One and Done, and providing them with the best care. • Boosted sales by upgrading customers' accounts through bundling services, including the Internet, digital phone, cable, and home networking. • Influenced management decisions on providing feedback regarding the Tier 2 outsourced support team to improve quality and efficiency in call resolutions. • Mentored new hires on how to handle calls. • Recognized as the Employee of the Year, receiving an Award of Excellence in April 2012.

MBA online -Dean's List Note: online graduation ceremony due to Covid is on Feb 25th,2023.