Diane Sherman
North Providence,RI
Summary
Dynamic facilitator with a proven track record at Fidelity Investments, excelling in training and coaching. Enhanced quality scores by 25% through innovative strategies and effective leadership. Skilled in data analysis and fostering relationships, I bring creativity and critical thinking to drive team success and improve operational efficiency.
Overview
12
12
years of professional experience
Work History
Facilitator
Fidelity Investments
Custody Operations
02.2024 - Current
- Delivered training and support across multiple operations functions to ensure team readiness.
- Delivered onboarding & training to CE new associates
- Identified learning experiences & coached associates
- Refined Novoed training content to meet organizational standards and improve learner engagement.
- Delivered role based system application, technical, processing, communication & soft skills to associates
- Assisted with creating & maintaining curriculum
- Developed expertise in specific topics through targeted research and study.
- Provided candid feedback to associates, managers, and peers
Associate Analyst- Quality Assurance-Fidelity
OSG Client Services
09.2023 - 02.2024
- Evaluated calls and provide feedback and coaching for development
- Captured key data points to enhance associate performance evaluations
- Escalated errors to management which require immediate action
- Applied department call model, policies & procedures
- Assisted management in coaching and training
- Facilitated empathy training sessions to improve team communication skills
- Collaborated with team to develop key insights for exceptional call standards
- Supported call center team by addressing inquiries and resolving issues promptly.
- Collaborated with the Training team by facilitating mock call scenarios
Sr. Rep, Center-Fidelity
OSG Client Services
01.2022 - 09.2023
- Serviced inbound calls regarding Fidelity Advisor account inquiries
- Provided support to clients regarding account maintenance and trades
- Supported QA team by evaluating over 100+ calls monthly
- Improved Quality scores by 25% collectively through coaching
- 12 month Call Quality Coach assignment consisting of 15+ associates
- Formulated & implemented coaching strategies for coaching sessions
- Created 'Empathy' presentation & facilitated trainings
- Supported management in coaching and training initiatives to enhance team capabilities
- Focused on increasing website adoption, educating clients on website
- Analyzed data using Tableau to identify trends and address performance gaps
- Established and nurtured partnerships with OSC team and external stakeholders to improve collaboration
- Applied department call model, policies & procedures
Operations Manager
DiPetriillo Properties
05.2018 - 12.2022
- Restructured Operations Manager role to optimize workflow and enhance team efficiency
- Hired, managed, & developed staff of 15 associates
- Created procedure manual to streamline daily processes and improve operational consistency
- Collected and analyzed data via monthly reporting
- Partnered & negotiated with vendors, implementing payment portal
- Reviewed and scheduled maintenance requests to ensure timely resolution and operational readiness
- Facilitated monthly staff meetings
Contracts Manager/Budget Analyst-Fidelity
06.2014 - 11.2019
- Budget oversight for Data Analysis Marketing Group
- Managed $23 million professional services budget using excel spreadsheet, ensuring accurate tracking and reporting
- Prepared monthly budget reports and presentations for senior managers, facilitating informed decision-making
- Investigated and resolved invoicing issues, enhancing payment accuracy and vendor relationships
- Developed and fostered strong internal & external relationships
- Developed detailed procedure manuals for team use & supported project managers
- Entered requisitions via Oracle to create purchase orders
- Researched & tracked purchase orders via Pro-source
Education
Finance
JWU School of Business
Skills
- Facilitating
- Training
- Coaching
- Curriculum Development
- Customized Training
- Performance Improvement
- Management Skills
- Leadership
- Organizational Development
- Critical Thinking
- Creativity
- Emotional Intelligence
Awards
Impact Award Recipient, Peer to Peer Recognition, Several Customer Compliments
Timeline
Facilitator
Fidelity Investments
02.2024 - Current
Associate Analyst- Quality Assurance-Fidelity
OSG Client Services
09.2023 - 02.2024
Sr. Rep, Center-Fidelity
OSG Client Services
01.2022 - 09.2023
Operations Manager
DiPetriillo Properties
05.2018 - 12.2022
Contracts Manager/Budget Analyst-Fidelity
06.2014 - 11.2019
Finance
JWU School of Business