Diana Swam Forero
Montreal,QC
Summary
I have extensive experience in customer service, process quality, and workplace safety. I am someone who learns quickly and works hard to achieve goals and satisfy customers.
Overview
12
12
years of professional experience
Work History
Assistant Coussin
Plaza Management Group
Montreal, QC
07.2023 - Current
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
Implementation Specialist
Escotranstours SA
Villavicencio, Colombie
02.2016 - 06.2023
- Created comprehensive user documentation describing processes, procedures, standards, and corporate policies.
- Established communication protocols with customers, satisfaction measurement, and continuous improvement strategies.
- Conducted training sessions for users on quality management, workplace safety and health, environmental protection, information security, and corporate social responsibility.
- Conducted audits and quality assurance controls throughout the implementation process to verify the achievement of proposed objectives.
- Maintained detailed records of all changes made during the implementation process.
- Analyzed company processes and identified areas, processes, and procedures where improvements could be made through increased productivity, quality, workplace safety and health, environmental care and protection, information security, and corporate social responsibility.
- Prepared presentations describing proposed changes or improvements for review by senior management and established project plans, budgets, implementation plans, control measures, and monitoring of development and anticipated risks.
- Identified potential risks associated with implementations and developed strategies to mitigate them.
- Implemented customizations according to customer specifications while meeting quality and safety standards.
- Monitored the progress of implementations to meet deadlines set by clients.
- Coordinated supplier control and evaluation activities.
- Improved internal and external customer satisfaction ratings by researching, troubleshooting, and efficiently resolving escalated issues.
- Ensured that each customer received the highest level of satisfaction, assistance, and professionalism to uphold the company's commitment to service and quality.
- Identified discrepancies to devise and initiate cost-effective solutions.
- Developed employee training initiatives by leveraging industry trends and collaborating with team leaders.
- Maintained composure and patience in difficult customer situations, applying PDCA techniques and offering effective customer support.
Education
Master En Systèmes Intégrés De Gestion De La Qualité, Sécurité, Santé Au Travail Et Environnement. - Ingénierie, Gestion Et Contrôle
Université De La Rioja
Espagne 02-2016
Spécialiste En Santé Et Sécurité Au Travail - Spécialiste
Université Du Meta
Colombie 08-2012
Post-Baccaleurate Diploma - Ingénierie Industrielle
Université Du Meta
Colombie08-2011
Skills
- Self-Directed
- Friendly, Positive Attitude
- Active Listening
- Collaboration
- Task Prioritization
- Verbal Communication
- Troubleshooting
- Organization
- Teamwork and Collaboration
- Supervision and leadership
Languages
English
Limited
French
Limited
Spanish
Native/ Bilingual
Timeline
Assistant Coussin
Plaza Management Group
07.2023 - Current
Implementation Specialist
Escotranstours SA
02.2016 - 06.2023
Master En Systèmes Intégrés De Gestion De La Qualité, Sécurité, Santé Au Travail Et Environnement. - Ingénierie, Gestion Et Contrôle
Université De La Rioja
Spécialiste En Santé Et Sécurité Au Travail - Spécialiste
Université Du Meta
Post-Baccaleurate Diploma - Ingénierie Industrielle
Université Du Meta
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