Diane Gowran

About Diane Gowran

I maximize my leadership skills, outstanding quality service, project management and training experience to increase revenue and provide excellent customer service and a seamless user experience.

Experience

1. Manager, Enterprise Quality, Training and Communications

   Paychex

   Jun 2022 — Present · Allentown, PA, US

   Responsible for strategic planning and execution of quality, training, communication, knowledge and partnership initiatives to effectively meet division and company customer satisfaction and retention goals, and to retain qualified, satisfied employees. Oversee the development and administration of the quality program to ensure consistency and drive employee performance and customer satisfaction Lead the implementation and maintenance of Calabrio One application and maintain vendor relationships Analyze data and provide reporting Identify and drive action plans and projects to increase efficiency, client retention and positive customer experience Build and maintain Knowledge repository and lead efforts to increase usage and overall accuracy Author department and service wide communications on procedural changes, system releases, milestone achievements, and goal attainment Recruit, select, hire, evaluate performance, and provide coaching feedback for personnel. Define individual and team blue chips. Partner with all business units to identify trends and areas of opportunity to reduce customer losses and increase satisfaction Identify industry trends and create our roadmap of future projects and enhancements Partner with our global team to ensure accuracy and impactful agent coaching

Education

• Commonwealth University-Bloomsburg

  Bachelor of Science in Education, Elementary Education and Teaching

  1986 — 1988

Skills

• Skilled Multi-Tasker
• Organizational Commitment
• Customer Service
• Leadership
• Coaching
• Business Acumen
• Performance Management
• Employee Training
• Payroll Processing
• Payroll Taxes
• Responsiveness
• Product Innovation