Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Diane Berland

Orlando

Summary

Dynamic Training Coordinator at SHIMMICK-NEOLOGY with a proven track record in customer service leadership and training program coordination. Achieved a 50% reduction in call forwarding through innovative training strategies. Skilled in procurement and inventory management, leveraging emotional intelligence to enhance team engagement and operational efficiency.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Training Coordinator-Customer Service

SHIMMICK-NEOLOGY
Orlando
02.2017 - Current
  • Oversee the customer service line and ensure exceptional service quality at all plaza locations.
  • Efficiently process customer comments, concerns, and compliments and provide prompt follow-up with clients, customers, and staff.
  • Successfully reduced the call forwarding rate by over 50% through targeted training initiatives.
  • Deliver comprehensive monthly customer service reports to clients and senior management, highlighting key performance metrics and trends.
  • Lead the Train-the-Trainer Program, ensuring trainers are well-prepared to instruct others effectively.
  • Coordinate with the Assistant Project Director to create, prepare, and update training materials, SOPs, handbooks, handouts for all training, and other training materials for staff.
  • Maintain and ensure the functionality of training equipment while coordinating repairs with contractors to ensure optimal performance.
  • Point of contact for the uniform contractor. Maintain inventory control. Coordinate the uniform fitting for new employees. Manage inventory level and ensure that vendor invoices are accurate.
  • Implement a new application to manage uniform inventory and reduce overall costs, thereby significantly saving management time and resources.
  • Point of contact for client help desk regarding plaza and system access requests and problems.
  • Works independently and within a team on special projects at the request of the Assistant Project Director and other management team members.
  • Oversee and ensure quality control is accomplished and effective in all operations.
  • Provide administrative support as needed.
  • Advanced proficiency with tools such as Outlook, Microsoft Office Suite (Excel, Word, PowerPoint), Teams, with the ability to quickly adapt to new software and systems.

Facility Supervisor/Procurement

Florida Toll Services/AECOM
Orlando
05.2007 - 05.2017
  • Compiled, communicated, and oversaw the completion of the weekly maintenance log.
  • Worked with clients and contractors to support staff managers with upkeep and repair.
  • Implemented new tracking systems for repairs.
  • Supervised subcontractors.
  • Supported senior management staff with special projects and duties.
  • Trained and certified staff in CPR/AED and basic first aid.
  • Facilitated coaching new Toll Service Attendants in customer service and On Job Training (OJT).
  • Worked with clients to fulfill specific needs for the operation.
  • Head chair of the Wellness Committee. Awarded Healthy Project of the Year.
  • Worked with clients and subcontractors to schedule service and repairs of 14 mainline plazas and associated ramps.
  • Streamlined the procurement process to operate cost-effectively.
  • Vendor relations.
  • Controlled inventory levels, reviewed delivery orders, and evaluated availability and lead times.
  • Inventory management.
  • Worked under the Director of Operations.

Education

Associate Degree -

Nassau Community College
Garden City, New York
05.1985

High School Diploma -

Floral Park Memorial H.S.
Floral Park, New York
05.1982

Skills

  • Training Strategies & Delivery
  • Classroom & Learning Environment Management
  • Emotional Intelligence & Engagement
  • Training Program Coordination
  • Customer Service Leadership
  • Administrative & Operational Support
  • Procurement & Inventory
  • Technical Proficiency

Certification

  • STS Safety Trained Supervisor Certification
  • Council on Certification of Health, Environment, and Safety Technologists
  • MOT (Maintenance of Traffic)
  • CPR/AED First Aid Certified Instructor, 01/14, Present
  • Florida Public Notary, 01/22, Present

Timeline

Training Coordinator-Customer Service

SHIMMICK-NEOLOGY
02.2017 - Current

Facility Supervisor/Procurement

Florida Toll Services/AECOM
05.2007 - 05.2017

Associate Degree -

Nassau Community College

High School Diploma -

Floral Park Memorial H.S.

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