Award winning leader coaching customer service professionals and creating training curricula with a proven record of success, I help companies and their employees improve service, increase morale and provide the experience their customers’ desire.
Customer Service Trainer | Coach | Author | Speaker | The "Go-To Guy"
stevedigioia.com November 2014 - at PresentEngaging, personal, captivating, sense of humor; are many of the words that have described my speaking, training and writing style. My training and learning programs will improve processes, functions, and provide effective, efficient and actionable anticipatory service.
► Named "Top Customer Experience Influencer For 2017" - by CCW Digital
► Voted "Top 50 Customer Service Thought Leader to Follow on Twitter 2016" - by ICMI
★ Customer Service ★ Ethics/Integrity ★ Leadership ★ Listening & Soft Skills ★ Management
★ Retail/Restaurant ★ Body Language ★ Business Coaching & Consulting ★ Sales Training
★ Public Speaking ★ Business Communication
Sample Speech Titles:
★ This is Why Cheerleaders Give The Best Customer Service
★ Dare to Dream Big: a New Employee Success Guide
★ 6 Customer Service Facts for Every Business
★ The Customer Experience Hamburger
★ 5 Phrases That Should Never Be Used In The Customer Service Business
Director of Catering
Crystal Springs Resort September 2015 - October 2016I was tasked with leading this new position to include the Banquet, Conference Service & Audio Visual Departments. Under my supervision, I led and directed a cross-functional team then merged these departments into one cohesive unit consisting of 7 managers, 6 supervisors and a line staff of 45+ while increasing the overall customer experience.
Our focus was providing excellent anticipatory service and managing F&B revenues of $12,000,000 + without sacrificing our attention to schedules, customer expectations and budget guidelines.
► Awarded AAA "4 Diamond Status", yr 2016
► 5 Star "Couple's Choice Award" by Wedding Wire, yr 2016
► Total redesign of existing service SOP's, customer service practices and procedures to increase customer experience
► Develop & facilitate all new hire employee orientation sessions
► Resort-wide TiPS trainer
Area Director of Training
Crystal Springs Resort November 2014 - October 2015I was promoted to this newly created position because of my experience and responsibilities over the past 4 years as the acting customer service trainer for our 4 resorts and 2500+ employees.
In this corporate trainer role I focused on new hire orientation, identifying areas of improvement (needs analysis), learning objectives and provided mentorship and support for behavioral change. I developed the curriculum / presentation for our company-wide new employee orientation and multiple steps-of-service programs - was also the sole facilitator of all weekly training classes.
► Awarded AAA "4 Diamond Status" yr 2015, 2016
Director of Food and Beverage
Crystal Springs Resort May 2014 - November 2014► Promoted from Director of Banquets to now lead entire F&B team of 210+ employees, all striving to provide exceptional service, within our 6 restaurants and $15 million + revenue. Anchored by our 135,000+ bottle, and multiple-winner of "Wine Spectator’s Grand Award", wine cellar.
Customer Service Trainer
Crystal Spring Resort June 2010 - November 2014Identified and led the initiative to establish training and customer service programs in the absence of a formal employee learning and development program.
►Using blended learning techniques, created and presented train-the-trainer, management and leadership development programs across multiple locations and departments.
►Identified and created service culture and “soft skills” employee training in addition to development of a reference library for future training.
Director of Banquets / Acting Regional Director of Banquets
Crystal Springs Resort July 2008 - May 2014During my successful 6 years as Director of Banquets I developed all operational standards and steps-of-service protocols.
Within 6 months I was promoted to the role of Acting Regional Director of Banquets where I introduced and trained the same standards to be used throughout our 6 company resorts.
► Successfully host events throughout 32,000+ sq.ft. of event space including 7 outdoor venues and $10 million + revenue
► Plan, organize and judge employee competition to develop resort-wide signature drink
► Member of the development team and lead operational manager for our annual NJ Food & Wine Festival - working with leaders from the great culinary institutions of Bocuse d'Or & James Beard Foundation
► Host events featuring industry leaders such as Napa Valley Wine Makers; Heidi & Bo Barrett, Chefs Thomas Keller, Jose Andres, David Bouley, Francis Mallmann, Emeril Lagasse, etc.
★★★ Awarded the "Best Reception Site YR 2013" by New Jersey Bride Magazine.
Licensed Private Career School Teacher
New York State
2017 - at Present (1 year) New York