Daiana Perlato
Mississauga
Summary
Experienced corporate training professional with a strong track record of developing and delivering impactful training programs. Recognized for the ability to enhance team collaboration and drive measurable results, while seamlessly adapting to changing needs. Brings expertise in instructional design, adult learning principles, and performance improvement, allowing for the creation of effective learning experiences. Strong leadership, communication, and organizational skills foster a productive learning environment that enables individuals and teams to thrive.
Overview
14
14
years of professional experience
Work History
Corporate Training Manager
DCS Ireland
01.2023 - 02.2024
- Identified key skill gaps in support department employees and created training classes to meet deficiencies.
- Mentored team members to succeed and advance within department and company.
- Effectively trained instructors and supervisors on techniques for managing employees.
- Oversaw training courses and promotional paths for professionals and leaders.
- Presented training information via role playing, simulations and team exercises.
- Analyzed employees' skill levels and implemented new techniques to boost knowledge.
- Designed training modules for strategic business practices and organizational behavior training concepts for clients.
- Led training program's designed to implement new agent performance management standards.
- Monitored success and progress of employees and provided additional assistance in areas requiring improvement.
- Conducted Training Needs Analyses to assess customer requests.
- Improved online training modules and boosted employee participation.
- Developed individual learning plans for continued training.
- Assisted managers and trainers in solving specific training problems by conducting on-on-one or group sessions.
- Managed new employee orientation training process for more than 10 employees each year.
Financial Administrative Manager
Access Property Management
02.2022 - 01.2023
- Streamlined financial processes by implementing efficient administrative systems and procedures.
- Oversaw the preparation of annual budgets, aligning resources effectively to achieve organizational goals.
- Coordinated closely with cross-functional teams to ensure seamless integration of financial strategy into overall business operations.
- Enhanced financial reporting accuracy by conducting regular audits and reconciliations of accounts.
- Mentored junior team members, fostering professional development and contributing to a high-performing finance department.
- Ensured compliance with regulatory standards through meticulous documentation and adherence to guidelines.
- Negotiated favorable contracts with vendors, resulting in cost savings and improved service quality for the organization.
Customer Service Representative/Certified Trainer
Sky Ireland
02.2020 - 02.2022
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Collected and analyzed customer information to prepare product or service reports.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Cross-trained and provided backup support for organizational leadership.
- Assisted with new hire processing and existing training programs.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
Social Care Practitioner
New Park Care Centre
06.2017 - 02.2020
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Identified issues, analyzed information and provided solutions to problems.
- Interviewed clients and family members to obtain key information for case planning and management.
- Counselled individuals and families regarding mental health, substance abuse, physical abuse and rehabilitation issues.
- Assessed cognitive abilities and physical and emotional needs of clients to determine appropriate interventions.
- Developed and maintained courteous and effective working relationships.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Coordinated, planned, developed and implemented activities designed to enrich lives of assisted living residents.
- Sought and obtained community opportunities for cultural and recreational participation and safely transported residents to and from locations.
- Managed filing systems for electronic and hard copy documents to keep organized records.
- Encouraged, supported and assisted residents with activities and documented activity attendance and degree of involvement.
- Contributed to resident care planning by participating in assessment, developing service plan goals and maintaining progress notes.
- Prepared rooms, equipment and supplies and maintained clean activity area to foster welcoming environment and maximize participation.
- Maintained and ordered supplies for activities.
- Maintained individual child records, program records and completed various reports.
- Organized fundraising events to support department and raise money for future activities.
- Conducted clinical observations in classroom and during activities, noting emotional and behavioral health.
English Teacher/Pedagogical Coordinator/Certified Trainer
Wizard By Pearson
02.2010 - 05.2017
- Prepared and implemented lesson plans covering required course topics.
- Administered assessments and standardized tests to evaluate student progress.
- Coordinated activities to encourage interest in reading.
- Consulted with teachers in other disciplines to identify and adopt successful instructional strategies.
- Prepared comprehensive English curriculum for multiple classes.
- Worked with other teachers to support struggling students and provide thorough help to rectify comprehension issues.
- Cultivated relationships with parents for complete support network.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
- Worked with administrators on behavioural issues to support needs of students.
- Attended department meetings to develop and update course curricula.
- Completed in-service and additional training to maintain professional growth.
- Presented training material with varied instructional methods to maintain attention of participants.
- Observed participants and provided corrective measures for skill improvement.
- Evaluated skills assessment and observations to review effectiveness of training material.
- Trained and mentored up to 30 new personnel hired to fulfill various roles.
Education
MBA - Coaching And Leadership
UNIGRAN
Dublin, Ireland12.2022
Bachelor of Arts - Human Resources Management
UNIGRAN
Dublin, Ireland12.2020
Skills
- Presentations and demonstrations
- Training programme design
- Skills gap analysis
- Learning and development interventions
- Coaching and mentoring
- Verbal and writing communication
- Excellent interpersonal and coaching skills
- Course design
- Team direction
- Training matrix development
- Customer relations
- Personnel training and development
- Effective problem solver
- Team Building
- Complaint resolution
- Exceptional interpersonal communication
Languages
English
Fluent
Portuguese
Native
Timeline
Corporate Training Manager
DCS Ireland
01.2023 - 02.2024
Financial Administrative Manager
Access Property Management
02.2022 - 01.2023
Customer Service Representative/Certified Trainer
Sky Ireland
02.2020 - 02.2022
Social Care Practitioner
New Park Care Centre
06.2017 - 02.2020
English Teacher/Pedagogical Coordinator/Certified Trainer
Wizard By Pearson
02.2010 - 05.2017
MBA - Coaching And Leadership
UNIGRAN
Bachelor of Arts - Human Resources Management
UNIGRAN
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