Diane Colon

About Diane Colon

Business graduate with 10+ years experience in customer service / marketing / management roles. Throughout my life, I have developed this art of being able to communicate with anyone at any given time. Helping others become better leaders, make successful transitions, and create their dream careers through my coaching / mentorship is my way of changing the world — one person at a time. When I’m not at work or in denial about having a social life, I’m at home mentoring my favorite little two-year-old munchkin.My quest for learning, growing and developing continues! Let’s chat.

Experience

1. Manager of Scheduling Team Services

   Cortica

   Jan 2024 — Present

   Management of Scheduling Supervisors: Supervise a team of Scheduling Supervisors, providing necessary support and guidance. Handle escalated issues and oversee the performance of the Supervisors to ensure efficient operation- Team Support, Guidance & Point of Escalation: As a crucial pillar of support for your team, provide strategic guidance, troubleshoot complex issues, and propose solutions to enhance scheduling efficiency and service delivery- Meeting Performance Targets: Ensure the team consistently meets performance targets and Service Level Agreements (SLAs) which includes the timely and efficient scheduling of appointments, maximizing filling providers to capacity, reducing cancellations, and maximizing session completions. Proactively identify and address scheduling-related issues- Quality Assurance and Best Practices Implementation: Implement processes for quality assurance, ensuring team members provide a consistent, empathetic, and supportive experience- Queue Management: Oversee the proactive management of case assignments, ensuring diligent follow-ups, scheduling supervision, actively managing cases, and care plans- Team Development and HR Partnership: Develop plans for team development, create a safe environment for sharing feedback, conduct regular performance reviews and 1:1 meetings with scheduling supervisors. Partner with HR and the Director of Scheduling Team Services to handle personnel issues and foster a productive working environment- Project Management: Undertake various projects as requested, demonstrating adaptability, effective multitasking, and a proactive approach.

Education

• The Art Institute

  Bachelor's Degree, Marketing/Marketing Management, General

  2012 — 2016