Perla Diaz Email & Phone Number

Ewing, Nj, Us

Design, develop, and facilitate new hire and on-going training programsDevelop, create, and implement user guides for company-wide computer based training effortsKeep the user guides current according to industry changes and in compliance with regulationsCreate and present new training initiatives company-wideMaintain contact with key departments to keep abreast of any upcoming changes or initiatives that would affect the current training programs.Create and update training modules and assessments as requested by servicing areasObserve trainees during class; evaluate and document their performance and assessment scores on a weekly basis during the training periodResponsible for the development of the trainees during the training period by coaching and counseling as well as administering the training materialConduct needs assessments with department managers to identify training requirementsTrain clients and vendors, as appropriateEvaluate existing departmental procedures, updates, and documents all procedures online and in hard copy formats; creates procedures if none existCreate and present solutions to resolve productivity and performance issues identified during the evaluation processAssist with company-wide projects with various levels of businessWorks with all servicing areas on shared projects as requiredManage employees during training; ensures time-cards are properly completed, review and coach employees, conduct write-ups, and supervise employeesConduct coaching sessions, identify performance gaps, and provide summaries to Business Managers

Greenwood Village, Colorado, Us

Virtually facilitated trainer led learning and e-courses, both on-boarding and continuing educationUsed instructional design best practices and learning theory to create an amazing learning environmentCollaborated with all stake holder’s client and internal regarding the creation and auditing of training contentParticipated in train-the-trainer sessions and support the training team with special projectsEnsured learners have a working understanding of FACETS, and other health care insurance systemsStayed up to date on administrative tasks and organize usernames, passwords, and access to over 25 systemsEngaged learners to ensure retention and mitigate learner issues to keep class on trackIntroduced daily wellness exercises to help learners be productive and relaxed while learning

Tempe, Az, Us

Ensure that NSA online learning program content is aligned to the appropriate competencies for the various customer segmentsOversee that online learning programs are educationally sound, appropriate for the audience, of the highest quality, delivered on time, and meet or exceed budgeted revenue/expense targetsWork effectively and collaboratively with volunteers to develop, curate, and re-purpose content across platformsMake certain that Podcast (Voices of Experience) has a framework that ensures it is delivered in a consistent and effective mannerGuarantee that content aligns across all activities within NSA so that cross-selling is always occurringSees that Youth Conference is designed to be compelling so that attendees are drawn to attend, return, and walk away with substantive experiences and skills around leadership and public speakingMake sure that programs have the appropriate content for their intended audience and achieve the desired objectives for the programEngage with volunteers who are involved in work being done respect, listen to, and give consideration to the ideas and suggestions that are made.Effectively prepares for, influences, and supports Volunteer Committees

Teaneck, New Jersey, Us

Responsible for employee resume building, interviewing skills, and marketing skills through project ramp down Development and facilitation of Leadership Improvement Program (Leadership skills, conflict resolution…etc.)Project wide curriculum development for leadership and representatives based on error trends/business needsAnalyzed and reported data in order to coordinate educational sessions to improve consistency scoresClient facing international travel on behalf of company to global partner summit for extensive training programInterdepartmental, multi-market, and client liaison to ensure proper communication and project successPlanning, design and delivery of Training sessions, including Ad Hoc Training, for new and existing employeesDeveloped effective induction programs to assure new hires embrace Customer culture and understand required potentially lacking cultural context for markets to be supportedMonitored the progress of trainees and ensured corrective actions when neededEnsured Training Quality through Service Level and Training evaluations/assessmentsCommunicated with diverse audiences to provide information and clarification regarding training programWorked with the client’s Training/Policy Teams to assure updated training and alignment with their standardsReviewed existing measurement tools, metrics and feedback to gauge the effectiveness of the trainingEnsured training solutions that were designed in a logical, structured and clear manner, reflective of learning objectives and suited to a variety of learning stylesManaged participation during training delivery to ensure maximum contribution - tested for understanding, observe behavior and alter delivery method if necessaryKept self and team updated on Learning & Development Best PracticesEvaluated employee skill and knowledge levels relevant to their assigned responsibilities on a regular basis

Cottage Grove, Mn, Us

Confidently approached home owners to talk about their home renovations needsLearned about and made connections with peopleMaintained high energy and a positive attitudeMaintained proper channels of communication with managementWork independently to acquire leads for sales staff

Us

Managed learning management system (RELIAS) and training calendar for entire programAssisted in ramp down organization by using LMS to ensure transcript correctness and distributionEnsured that the program policies and procedures were on par with federal laws and regulationsEntrusted with finalization of training modules for the rest of the fiscal year by senior leadership Created, identified, and attended workshops that enhanced professional skillsBecame a certified in First Aid/CPR, non-violent crisis intervention, and other certificationsAttended departmental/program meetings to ensure that up-to-date information was received and implementedAssisted with the submission of monthly SWK reports and quarterly report dataProvided and facilitated information as needed for SWK and/or monitoring activitiesAssisted with the coordination of educational events, acculturation activities, and other experiences for childrenStayed up to date in best practices in the event of an evacuation of a shelter due to emergenciesTraveled domestically for training and conferencesEnsured that all employees were in compliance with SWK, state, and federal training requirements.

Madrid, Es

Developed innovative and interactive training content to increase employee retention, engagement, and qualityConducted new hire training, continual development, and training for call center managementWorked personally with client’s curriculum developer in order to bring our collective training vision into practiceTraveled domestically to train with client and Facilitate New Hire at our other sitesPlaned, organized, directed, and coordinated training calendar across four sitesEnsured that Federal Banking regulations where followed when dealing with financial informationManaged effective internal and external client communication Participated in and lead meetings to determine training requirementsAssisted with hiring processes and induction training of new staffDeveloped strategies to promote Trainers adherence to company regulations and performance goalsSupported Training and Development Manager and other Training Team LeadsCoordinated cross location support with other support providers globallyEnsured Trainers were productive, effective, efficient and developedImplemented and managed any new training initiativesMonitored and reported activities within the training teamConducted 1:1’s and team meetings and provided continuous feedback to direct reportsAttended to all administration tasks in a timely and accurate manner

Tucson, Arizona, Us

Extensively traveled to open new contact centers in major cities in the United StatesProvided consultation requested by clients to improve their customer service quality scoresEntrusted with expansion and opening of new contact centers both in house and using public training venuesEstablished the Phoenix and Tucson contact center quality department before being promoted to trainerMaintained employee Resource Data Base and created quality score cardFacilitated New Hire and Ongoing Education for over-the-phone and video interpreterEnsured best practices in interpretation (language and culture knowledge, ability to switch, and use of resources)

Bachelor Of Arts (B.A.), Political Science And Government

Bachelor Of Arts (B.A.), Political Science And Government