DIANA FERNANDA GARZÓN GUTIÉRREZ
Bogotá
Summary
Results-driven Account Manager with a non-traditional background, combining creativity, leadership, and commercial strategy. Proven in client retention and satisfaction, KPI management, sales, and data analysis to drive operational efficiency, and enhance customer experience. I began my career in luxury retail as a fashion designer aboard cruise ships, developing a strong customer-centric mindset in fast-paced, multicultural environments. I later transitioned into the BPO industry, progressing through leadership roles and excelling in strategic account management, cross-functional collaboration, and team development. Motivated by continuous learning, I thrive in dynamic environments where I empower teams, and deliver measurable results.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Operation Manager
Teleperformance
Bogotá
01.2025 - Current
- Directed strategic management for BPO accounts, aligning client objectives with operations.
- Monitored performance metrics, identifying improvement opportunities to enhance service delivery.
- Facilitated Monthly Business Reviews, presenting performance data and strategic proposals to clients.
- Coordinated internal departments to ensure seamless service delivery across operations.
- Implemented data-driven action plans, boosting customer experience and operational efficiency.
- Drove consistent sales growth and enhanced resolution and retention metrics, surpassing monthly targets during first year as Operations Manager, while also managing new line of business.
Assistant Manager
TELEPERFORMANCE
Bogotá
03.2022 - 12.2024
- Delivered operational leadership for large-scale service teams in high-pressure BPO environment.
- Generated executive reports and performed detailed metric analysis to identify trends and bottlenecks.
- Supervised quality assurance processes and compliance to uphold top-tier service standards.
- Mentored team members, fostering career development and achieving departmental objectives.
Customer Sales Supervisor
Teleperformance
Bogota
06.2021 - 02.2022
- Supervised customer sales team to enhance service delivery and performance.
- Trained new employees on company policies and sales techniques.
- Monitored team performance to ensure adherence to targets and standards.
Customer Service Expert
Teleperformance
Bogota
03.2020 - 06.2021
- Delivered exceptional customer support via phone, addressing inquiries promptly.
- Utilized company knowledge base to resolve customer inquiries efficiently.
Sales Associate (Boutique Specialist)
MSC CRUISES
08.2018 - 12.2019
- Managed luxury retail sales and provided high-end customer service to a diverse international clientele.
- Overseed inventory management and visual merchandising strategies.
Administrative Assistant / Receptionist
SHANDONG KERUI PETROLEUM
09.2017 - 06.2018
- Managed corporate reception and provided administrative support to multiple departments.
- Handled sensitive documentation and streamlined office management processes.
Sales Associate (Jewelry Specialist)
DUFRY / NCL
07.2015 - 04.2017
- Specialized in high-end jewelry sales and personalized styling for international travelers.
- Maintained optimal inventory levels while organizing merchandise displays.
- Engaged customers through exceptional service to elevate shopping experiences.
Education
Fashion Designer -
Escuela Arturo Tejada Cano
Bogotá01.2012
High School Diploma -
Colegio Santa María de la Esperanza
Facatativá01.2008
Skills
- Client retention and success
- Strategic management
- Customer relationship management
- Problem solving
- Effective communication
- Goal oriented
- Stakeholder engagement
- KPI monitoring and data analysis
- Action plan implementation
- Business review preparation and presentation
- Team management and coaching
- Cross-functional coordination
- Microsoft Office proficiency
Certification
- Diploma in Commercial Management, Fundación Universitaria CAFAM, 2017
- Advanced English Program, Bournemouth Academy, UK, 2013
Hobbies and Interests
- Art
- Music
- Reading
- Culture
- Design
- Outdoor Activities
- Personal Development
Timeline
Operation Manager
Teleperformance
01.2025 - Current
Assistant Manager
TELEPERFORMANCE
03.2022 - 12.2024
Customer Sales Supervisor
Teleperformance
06.2021 - 02.2022
Customer Service Expert
Teleperformance
03.2020 - 06.2021
Sales Associate (Boutique Specialist)
MSC CRUISES
08.2018 - 12.2019
Administrative Assistant / Receptionist
SHANDONG KERUI PETROLEUM
09.2017 - 06.2018
Sales Associate (Jewelry Specialist)
DUFRY / NCL
07.2015 - 04.2017
Fashion Designer -
Escuela Arturo Tejada Cano
High School Diploma -
Colegio Santa María de la Esperanza