Diana L. Thar
Surprise,AZ
Summary
Team Leader experienced in coaching large teams to exceed KPI targets. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus and vision to succeed. Hardworking and communicative individual who is recognized for providing optimum service.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Claims Specialist
CRS Temporary Housing
06.2023 - Current
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of processes and what to expect.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Followed up with customers on unresolved issues.
- Developed strong working relationships with external partners such as adjusters and hotel General Managers.
- Responded to inquiries by answering questions and providing information to customers.
Team Leader
Lexington Law Firm
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 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
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 up to 18 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 -
Associate of Arts -
Associate of Arts -
Skills
- Exceptional people skills, de-escalation skills
- Daily workflow improvement
- Complaint resolution
- Staff education and training
- Knowledgeable in Microsoft 360
- Monitor and maintain Key performance indicators
- Performance improvement
- Multitasking Abilities
- Verbal and written communication skills
Accomplishments
- Supervised team of up to 20 staff members.
- Used Microsoft Excel to develop tracking spreadsheets.
- Achieved top team lead status through effective coaching and exceeding KPI's on a consistent basis.
Certification
- Certified Team Leader - Lexington Law Firm - yearly certification from 2015 to 2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Claims Specialist - CRS Temporary Housing
06.2023 - Current
Team Leader - Lexington Law Firm
07.2015 - 05.2023
Team Leader - Teletech/Hyundai Motor America
07.2011 - 07.2015
Cactus Shadows High School - High School Diploma,
Maricopa Community Colleges - Paradise Valley Community College - Associate of Arts,
Maricopa Community Colleges - Rio Salado Community College - Associate of Arts,
- Certified Team Leader - Lexington Law Firm - yearly certification from 2015 to 2023
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