Diana L. Thar
Team Lead
Surprise,AZ
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Team Leader
Lexington Law Firm
Phoenix , AZ
07.2015 - 05.2023
- 8 years’ experience with sales/up sales needed to retain new and established clients
- Top Team Lead in multiple areas of the business
- Built strong relationships with customers through positive attitude and attentive response.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Conducted trainings/team meetings and mentored team members to promote productivity and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Team Leader
Teletech/Hyundai Motor America
Phoenix, AZ
07.2011 - 07.2015
- Quality and Assurance, coaching
- Special projects (Project OS)
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted team with operational policies and procedures to drive services.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
Education
High School Diploma -
Cactus Shadows High School
Cave Creek, AZ 09.1985 - 06.1988
Maricopa Community Colleges - Paradise Valley Community College
Phoenix, AZMaricopa Community Colleges - Rio Salado Community College
Tempe, AZSkills
Exceptional people skills, de-escalation skills
Daily workflow improvement
Complaint resolution
Staff education and training
Client Service
Knowledgeable in Microsoft 360
Monitor and maintain Key performance indicators
Performance improvement
Written Communication
Multitasking Abilities
Manage/maintain Key performance indicators
Timeline
Team Leader
Lexington Law Firm
07.2015 - 05.2023
Team Leader
Teletech/Hyundai Motor America
07.2011 - 07.2015
High School Diploma -
Cactus Shadows High School
09.1985 - 06.1988
Maricopa Community Colleges - Paradise Valley Community College
Maricopa Community Colleges - Rio Salado Community College