Sales Human Resources

DIANA L. KIESEL

*** ***** **** ***** ****: 412-***-****

Verona PA 15147 *******@*******.*** Cell: 412-***-****

Human Resources / Corporate Training Manager

Supervision . Business Management . Employee Relations . Coaching

Seasoned manager with more than 15 years' experience motivating and guiding

staff with superior work ethics and a commitment to excellence. Promote new

thinking and proactive, innovative solutions to critical HR challenges.

Successful team-builder skilled in training, developing, coaching, and

motivating employees, ensuring compliance with federal and state employment

regulations. Possess excellent interpersonal, critical thinking, and

assessment skills coupled with the ability to put individuals at ease.

Competencies include:

. Training & Development

. Affirmative Action/EEO & Diversity Management

. Union, Management & Labor Relations

. Project Management

. Coaching & Mentoring

. Performance Appraisal Reviews

. Policy & Procedure Training

. Productivity & Performance Management

. Problem Solving & Decision Making

. Sales & Workforce Development

. Certified Instructor & Interviewer

. Talent Management Process

. Compliance Expert: Chapter 64

. Word, Excel, PowerPoint, PeopleSoft, Lotus Notes

Professional Experience

American Cybersystems, Pittsburgh, PA 2009-Present

Corporate Training Specialist (2009-2010)

. Conducted training for 100+employees on Verizon's suite of Fios products

for phone, internet, and video, employing a combination of web-based and

facilitator-led training techniques.

. Provided feedback on enhancing newly-designed curriculum to corporate

developers.

. Delivered new systems training to business billing employees.

. Facilitated cross training on new retention systems for 100+ residential

employees.

Verizon Communications, Pittsburgh, PA 1981-2008

Workforce Development Specialist (1992-2008)

Training and Development

. Delivered >50 comprehensive training programs to 1000+ employees on

Verizon's full range of retail products and services and performance

improvement techniques.

. Facilitated knowledge through blended learning techniques, including

computer-based training (CBT), web-based, leader-led, and self-directed

training. Improved employees' work ethics and sales achievements.

. Trained 300+ employees on new fiber optic services (fios), transitioning

from traditional phone and internet services delivered over copper lines.

Saved > $5k per class by reducing training time from 15 to 10.5 days,

effectiveness confirmed by pre- and post-testing.

. Mentored and developed 100+ new instructors; 50% received promotions,

many to management roles. Managed two training facilities in the

Pittsburgh area. Regularly evaluated remote instructors to ensure

training uniformity and quality assurance.

. Cross-trained 50+ sales employees from multiple jurisdictions on

Pennsylvania methods and procedures using Chapter 64 guidelines for

Verizon's Fios service.

. Conducted contingency training for executives in the event of a work

stoppage.

. Received President's Award for Theoretical Company Office for eliminating

unnecessary lines, resulting in significant savings to both customers and

company.

Employee and Labor Relations

. Partnered with HR peers nationwide to improve annual employee

satisfaction surveys, reporting to VP of Verizon Telecom. Gathered and

analyzed data; simplified and streamlined new surveys. As a result,

employee concerns were promptly addressed and new online benefits website

was developed.

. Worked closely with labor relations and Communication Workers of America

(CWA) union on EEO complaints to resolve conflicts and grievances.

. Assisted management during union arbitration hearings regarding employee

dismissals and provided detailed documentation to support actions to be

in compliance with labor relations policies.

Diana L. Kiesel, Page Two

Employee and Labor Relations (Cont.)

. Supported human resources department by initiating phone calls to

potential employees and tendering job offers.

. Conducted exit interviews for employees who did not meet pass/fail

qualifications during initial training or who were dismissed due to

business code of conduct violations.

. Directed annual human resources training on policies and procedures for

business code of conduct.

. Ensured Chapter 64 compliance to standards and billing practices for

residential telephone service.

. Championed peer diversity committee and delivered diversity training to a

group of 30 instructors.

. Assisted employees with career development at Career Expo involving 25

vendors.

Supervisor: Sales Service Center (Temporary Assignment: 2007)

. Managed, motivated and developed 15 sales/service associates for

residential sales and service for Verizon's phone, internet, and

television products.

. Conducted employee performance appraisals and observed calls for sales

and quality assurance.

. Implemented five employee improvement plans, working closely with union

to coordinate remedial action.

Supervisor: Sales Group (Temporary Assignment: 2005)

. Coached pilot group of 12 sales associates dedicated to saving land lines

of customers wanting to leave Verizon. Developed spread sheets to track

saves and losses; analyzed data and made recommendations.

. Save rate increased by 40% over three month period; pilot program results

influenced company to open two offices on the East coast dedicated to

saving lines.

Education and Training

Robert Morris University, Pittsburgh, PA

Two years completed toward a Bachelor of Science in Business Administration

Wheeler School of Business, Pittsburgh, PA

Associate of Arts in Business

Completed 1000+ hours of company-sponsored training on topics including:

Coaching . Human Resources Development . Diversity . Corporate Compliance

. Records Management . Workplace Law and Ethics . Code of Business

Conduct . EEO Compliance . Sexual Harassment . Online Performance

Management Tools . Benefits Planning . Security Awareness . Leading High

Performance Teams . Project Management . Webclass Design and Delivery .

Blended Learning . Train-the-Trainer

Certifications

Sales and Service Instructor

New Employee Orientation

Instructor/Assessment Process

Associate Employee Interviewer

Departmental Interviewer

Assistant Manager Coaching

Facilitator Training

Professional Affiliations

Women's Small Business Association

Member, Telephone Pioneers

Board Member, Greater Pittsburgh Dek Hockey Association

Volunteer, Hurricane Katrina Telethon

Manager, North Hills Amateur Hockey Association

Contact this candidate