Diana Nordgaarden
Greenacres,WA
Summary
Dedicated employee known for strong work ethic and punctuality, pursuing employment options where attention to detail and positive attitude will make a difference.
Overview
13
13
years of professional experience
Work History
Senior Trainer
Member Access Processing
Spokane Valley, Washington
01.2022 - Current
- Administered training programs to new hires and new clients.
- Oversaw special courses, workshops and seminars to meet different needs.
- Created and monitored training courses to promote quality performance and enhance effectiveness of employee training.
- Provided guidance and mentorship to junior trainers.
- Created and offered additional materials to enhance training.
- Scheduled training based on availability of instructors.
- Maintained updated curriculum materials in accordance with changing industry standards.
Debit Card Operations Supervisor AVP
Banner Bank
Spokane, WA
05.2017 - 01.2022
- Regularly review existing processes and update as needed to meet current standards and systems.
- Represent integrity and professionalism in business, serving as mentor and role model to staff.
- Assess team proficiencies, identifying and targeting areas for improvement.
- Train, manage and motivate employees to promote professional skill development.
- Develop and implement training content for new employees.
- Research and expeditiously provide resolution for complex client inquiries.
- Evaluate and develop new procedures as products and department responsibilities change.
Senior Client Support Specialist
Bank of America Merchant Services
Spokane, WA
05.2016 - 05.2017
- Researched, identified, and responded to client inquiries, providing reactive and proactive customer support.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Mentored junior team members and assisted with professional development.
Client Support Specialist
Bank of America Merchant Services
Spokane, WA
02.2014 - 05.2016
- Demonstrated strong sense of ownership for customer issues, displaying empathy and maintaining productive dialogue throughout open requests.
- Handled client inquiries with exceptional professionalism and enthusiasm.
Customer Service Representative
West Corporation
Spokane, WA
07.2012 - 02.2014
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Provided technical support to clients with varying degrees of experience.
Education
High School Diploma -
Deer Park High School
Deer Park, WA06.1999
Some College (No Degree) -
Spokane Falls Community College
Spokane, WASkills
- Supervision and training
- Effective verbal and written communication
- Ability to multi-task, change direction quickly
- Independent worker
- Problem solving
- Grasp new concepts quickly
- Employee training
- Process improvement
- Presentation skills
- Customer service
- Mentorship
Education and Training
other,other
Timeline
Senior Trainer
Member Access Processing
01.2022 - Current
Debit Card Operations Supervisor AVP
Banner Bank
05.2017 - 01.2022
Senior Client Support Specialist
Bank of America Merchant Services
05.2016 - 05.2017
Client Support Specialist
Bank of America Merchant Services
02.2014 - 05.2016
Customer Service Representative
West Corporation
07.2012 - 02.2014
High School Diploma -
Deer Park High School
Some College (No Degree) -
Spokane Falls Community College