Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Diana María Murcia González

Clarence Park,SA

Summary

Developed strong analytical skills and meticulous attention to detail in quality-focused environment, with commitment to ensuring product excellence. Demonstrated ability to communicate effectively with cross-functional teams and implement process improvements. Seeking to transition into new field to leverage these skills in dynamic and challenging environment.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Quality Analist

Philomela Call S.A.
08.2021 - 07.2022
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Developed and maintained quality assurance procedure documentation.
  • Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.

Quality Analist

BPM Consulting
12.2018 - 02.2021
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Analyzed quality and performance data to support operational decision-making.
  • Developed and maintained quality assurance procedure documentation.
  • Monitored and verified the integrity of information entered into the CMR system at national service points.

PQR Junior Analist /Senior Customer Service Representative

Ciudad Limpia S.A. S.E.S.P
06.2018 - 10.2018
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Addressed billing clarifications and managed customer requests and complaints.
  • Handled and resolved petitions in collaboration with the legal department.

Customer Service Consultant

CLARO Colombia
12.2014 - 05.2018
  • Gained in-depth understanding of company products, systems and policies to give customers expert support.
  • Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
  • Handled high call and emails volumes while maintaining a courteous and professional demeanour.
  • Resolved billing issues, made necessary adjustments, and provided technical support for phone, home internet, and cable TV services.

Education

High School Diploma -

Liceo Superior De Bogotá
Colombia
11-2010

Certificate of Technical Studies - Career And Technical Education

Meyer Institute
Colombia
10-2014

Associate of Arts - Fashion Design

Corporación Universitaria Nacional CUN
Colombia
08-2022

Skills

  • Audit processes
  • Quality improvement
  • Quality processes
  • Data analysis

Accomplishments

  • Supervised team of 25 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.

Certification

Certificate in Sales and Marketing I

Languages

English
Elementary

Timeline

Quality Analist

Philomela Call S.A.
08.2021 - 07.2022

Quality Analist

BPM Consulting
12.2018 - 02.2021

PQR Junior Analist /Senior Customer Service Representative

Ciudad Limpia S.A. S.E.S.P
06.2018 - 10.2018

Customer Service Consultant

CLARO Colombia
12.2014 - 05.2018

High School Diploma -

Liceo Superior De Bogotá

Certificate of Technical Studies - Career And Technical Education

Meyer Institute

Associate of Arts - Fashion Design

Corporación Universitaria Nacional CUN

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Diana María Murcia González