Dianna Gaeta

Trainer/ Team Lead

ALTA Resources

10.2015 - Current

Resolve customer complaints or answer customers' questions regarding policies and procedures.
Supervise the work of customer service employees to ensure adherence to quality standards, and proper procedures, correcting errors or problems.
Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
Train or instruct employees in job duties or company policies or arrange for training to be provided.
Design, implement, or evaluate staff training and development programs, customer service initiatives, or performance measurement criteria.
Mentored junior staff, enhancing team performance through training and support initiatives.
Developed strategic plans aligning team objectives with organizational goals and priorities.
Analyzed performance metrics to identify areas for improvement and drive accountability within the team.
Collaborated with management to identify training needs and align programs with organizational goals.
Improved team performance with regular evaluations, constructive criticism, and targeted coaching sessions.
Trained new employees in specific job requirements.
Delivered feedback to decision-makers regarding employee performance and training needs.
Educated staff on organizational mission and goals to help employees achieve success.
Led training classes to improve employee skills, fostering a culture of continuous learning.