Marilem Diaz
Dayton
Summary
Expertise in facilitation techniques and project management. Proven ability to enhance employee engagement and streamline collaboration through impactful workshops and data-driven training improvements.
Skilled facilitator with proven expertise in guiding groups to achieve their goals. Strong focus on team collaboration and adaptability to changing needs. Reliable in creating impactful solutions through effective communication, conflict resolution, and strategic planning. Known for fostering positive environment and driving results.
Overview
14
14
years of professional experience
Work History
Learning Delivery Facilitator
Synchrony
Cincinnati, OH
08.2021 - Current
- Facilitated training sessions to enhance employee engagement and skill development.
- Developed and implemented process improvements to streamline team collaboration.
- Coordinated cross-functional workshops to align project goals and objectives.
- Analyzed participant feedback to refine training materials and delivery methods.
- Evaluated program effectiveness through metrics, increasing participant satisfaction rates.
- Fostered an inclusive learning environment by addressing diverse needs and adapting facilitation techniques as needed.
- Increased participant engagement by incorporating interactive activities and group discussions into sessions.
Specialist, Customer and Rep Escalated Support
Synchrony
Cincinnati, OH
04.2018 - 08.2021
- Streamlined operational processes to enhance customer satisfaction and reduce response times.
- Send call reviews and provide customer feedback to associates
- Assist customer service reps with help calls
- Coach associates when required and complete side by side
- Selected to work on a Sams Club Rewards special project
Empowerment Station Associate
Synchrony
Cincinnati, OH
09.2019 - 07.2021
- Represented the CARES department using my expertise to assist with ideas to improve our work processes.
- Collaborated with fellow station associates with their work processes.
- Collaborated with team members to prepare PPTs of business/process improvements to present to process owners.
- Met with process owners to present our ideas and get them accepted and implemented.
NEO Coordinator
Synchrony
Cincinnati, OH
04.2019 - 08.2019
- Track behavior and attendance for new hire classes.
- Schedule meetings with managers and higher management.
- Assisted the facilitator with training docs.
- Performed huddles to debrief the new hires once they started taking calls.
- Reviewed calls for quality and coached the new hires accordingly.
Customer Service Representative
Synchrony
Cincinnati, OH
09.2012 - 04.2018
- Resolved customer inquiries efficiently using provided tools to enhance satisfaction.
- Guided customers through troubleshooting processes, improving resolution rates.
- Assisted both English and Spanish customers
- Provided side by side with fellow reps who needed help improving their metrics.
Education
High School Diploma -
St. Croix Educational Complex
Virgin IslandsSkills
- Facilitation techniques
- Staff management
- Group dynamics
- Agenda setting
- Assertiveness
- Project management
- Data analysis
- Feedback delivery
- Workshop coordination
- Icebreakers
- Task delegation
- Meeting management
- Brainstorming
- Excellent communication
- Teamwork and collaboration
- Time management
- Attention to detail
- Written communication
- Conflict resolution skills
Accomplishments
2019 GEAR certified
2025 CAMINO graduate
2019-2021 Toastmaster
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Learning Delivery Facilitator
Synchrony
08.2021 - Current
Empowerment Station Associate
Synchrony
09.2019 - 07.2021
NEO Coordinator
Synchrony
04.2019 - 08.2019
Specialist, Customer and Rep Escalated Support
Synchrony
04.2018 - 08.2021
Customer Service Representative
Synchrony
09.2012 - 04.2018
High School Diploma -
St. Croix Educational Complex