Training Mgr With Extensive Customer Service & Sales Experience

JACQUELINE L. DIAZ

**** ** *** *****, *****, Florida 33183

305-***-****/Cellular: 305-***-****

Email Address: *******@*****.***

SUMMARY OF QUALIFICATIONS

High energy, results-oriented professional with over ten years of training, supervisory, sales, and customer service experience. Possess excellent verbal and written communication skills as well as superior organizational and multi-tasking abilities. Team player with strong people skills, very detail oriented. Bilingual (English/Spanish).

PROFESSIONAL EXPERIENCE

BIJOUX TERNER, LLC (Jul2008 - Oct2010)

Training Manager

•Successfully established the Training Department by assessing training needs, designing and delivering training solutions with measurable results.

•Facilitated Train The Trainer/Training Sessions across US, Latin America, and Europe.

•Redesigned the Mystery Shopper Initiative resulting in higher customer satisfaction scores.

•Managed the Training and Development Budget.

•Developed/delivered presentations to Executive/Middle Management Groups as well as top customers.

•Worked closely with HR Director in recruiting new talent, development of new policies/procedures, and internal/external communications.

•Worked closely with Sales Directors to ensure sales monthly goals were met.

•Interim District Manager for company owned stores - 10 stores/30+ employees.

•Led the effort for the following projects: Franchise Initiative, Customer Focus Groups, Deployment of HR Trinet Payroll System, Market Research Project, and New Products Deployment Initiative.

FLORIDA POWER & LIGHT CO. (Apr1997 - Dec 2006)

Communications/Training Specialist (Jun2006 - Dec 2006)

Led the effort for all internal communications and training associated with the Data Steward Organization.

Change Management/Communications Project Leader (May2000- May2006)

Led the effort for the Tech 21 Project - 5 year project where new systems/applications were being introduced to the organization, impacting over 30,000 employees.

New Product Development - Analyst (Aug1998 - Apr2000)

Responsible for conducting independent qualitative/quantitative analytical research on potential new products to grow the business.

Customer Service - Call Center Supervisor (Apr1997 - Jul1998)

Supervised 25+ employees handling customer inquiries.

FIRST UNION NATIONAL BANK (Oct1990 - Mar1997)

Branch Manager - Vice President (Aug1995 - Mar1997)

Responsible for the daily operations of the business and for coaching and developing a team of 20+ employees and ensuring monthly goals and targets were being met.

Assistant Branch Manager - Lending Officer (May1993 - Jul1995)

Private Banker (Oct1990 - Apr1993)

BARNETT BANK OF SOUTH FLORIDA (Jun1986 - Sep1990)

Management Associate Program

EDUCATION

BA Business Administration - Accounting (May1986)

University of Miami, Coral Gables, Florida

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