Diane brings more than 20 years of experience in Quality Monitoring Management for large enterprise clients. She leads Northridge’s quality monitoring programs across internal operations and customer support, ensuring consistent delivery of exceptional service and measurable results.
A hands-on leader, Diane plays a key role in the design and continuous improvement of client monitoring programs. She partners closely with clients to strengthen service quality, enhance performance, and improve the overall customer experience. Known for her collaborative leadership and operational insight, Diane helps organizations align people, process, and technology to achieve lasting performance improvement.
Diane holds a Bachelor of Science in Education and a Master’s in School Counseling and Psychology from Long Island University/C.W. Post.
Each of our engagements is led and performed by dynamic senior-level consultants – many with 20-25 years of industry experience – allowing you to communicate with our team on a peer-to-peer level. .
Technology Industry Customer Experience & Service Delivery How a global technology organization used benchmarking and customer research to refine its customer experience strategy across markets
Telecommunications Industry Customer Experience & Service Delivery How a telecommunications provider used customer service benchmarking and competitive research to identify experience gaps and prioritize service
Healthcare Insurance (Health Plan) Employee engagement & Development How frontline training, leadership coaching, and structured mentorship reduced costs, improved customer experience, and strengthened long-term performance.