Diana King
Manager - Operations Strategy, DSL at Discover Financial Services
- Role
- Manager Operations Strategy at Discover
- Location
- Chicago, IL, US
- LinkedIn followers
- 500 followers
About Diana King
Successfully created the customer experience call handling strategies for Portfolio Marketing’s Legacy Conversion campaigns for 1.7MM CMs which will assisted in $630MM annual sales, and $180MM in Receivables. Improved and maintained the Force Conversion call strategy by organizing and leading cross-functional efforts focused on refining the customer experience while producing operational gains in average handling time and spend variance.Developed post business card launch monitoring for key metrics, feedback, complaints, and call volumes which reduced customer complaints, and improve agent operational readiness.Incorporated improvement strategies for underperforming audits with desires to reach 95% Operational Accuracy both procedurally and systematically with updated procedures/trainings.
Experience
Manager Operations Strategy
Aug 2023 — Present · Riverwoods, IL
Education
The Ohio State University
Bachelor's Degree
2002 — 2005
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