I am a proactive and dynamic professional with experience in leadership, data analysis, and customer service. I excel at driving metric achievement, fostering team unity, and enhancing client experience through strategic communication and relationship building. I am skilled in problem-solving and process optimization, balancing operational efficiency with people development to create high-performing teams. Committed to continuous learning and professional growth, I adapt quickly to new challenges and collaborate effectively to exceed objectives.
Hi, I’m
Diego Quiroga
Bogotá
Summary
Overview
5
years of professional experience
8
years of post-secondary education
Work History
IntouchCX
SME/Advisor
01.2024 - Current
Job overview
- Winning the Superstar
IntouchCX
QA
10.2023 - 01.2024
Job overview
IntouchCX
Customer Service Agent
09.2023 - 10.2023
Job overview
Asurion
Customer Sales Services
10.2022 - 07.2023
Job overview
Teleperformance
Operations Manager
01.2022 - 07.2022
Job overview
Teleperformance
Supervisor
01.2021 - 12.2021
Job overview
- Wining the Golden Expert award
Teleperformance
Customer Service Agent
11.2019 - 12.2020
Job overview
Education
Cambridge Schoolla Calera
High School Diploma
11.2016
University Overview
Universidad Sergio ArboledaBogotá
Industrial Engineer
07.2017 - Current
University Overview
6th semester
Skills
Skills
- Leadership & Team Management: Agent development, mentoring, motivation, performance monitoring (15:1 ratio), large-scale operations oversight (90:1 ratio).
• Metrics & Performance Optimization: Root cause analysis, behavior analysis, SMART goals, attrition management, KPI achievement.
• Data Analysis & Decision-Making: Systems thinking, strategic planning, report interpretation, problem-solving.
• Operational & Time Management: Goal setting, delegation, task prioritization, administrative coordination.
• Communication & Collaboration: Effective leadership communication, strategic partnerships, negotiation, QBR presentations, teamwork.
Languages
English
Advanced (C1)
C1
Spanish
Proficient (C2)
C2
German
Elementary (A2)
A2
Timeline
SME/Advisor
IntouchCX
01.2024 - Current
QA
IntouchCX
10.2023 - 01.2024
Customer Service Agent
IntouchCX
09.2023 - 10.2023
Customer Sales Services
Asurion
10.2022 - 07.2023
Operations Manager
Teleperformance
01.2022 - 07.2022
Supervisor
Teleperformance
01.2021 - 12.2021
Customer Service Agent
Teleperformance
11.2019 - 12.2020
Universidad Sergio Arboleda
Industrial Engineer
07.2017 - Current
Cambridge School
High School Diploma
Similar Profiles
MIRZA SARFARAZ BAIGMIRZA SARFARAZ BAIG
Associate Cloud Engineer at IntouchcxAssociate Cloud Engineer at Intouchcx
Drew PrawlDrew Prawl
Customer Support Representative at IntouchCXCustomer Support Representative at IntouchCX
Murli Krishna ChikuriMurli Krishna Chikuri
Senior E-support Officer at IntouchcxSenior E-support Officer at Intouchcx
Chandini RChandini R
Assistant Team Lead - Operations at IntouchCXAssistant Team Lead - Operations at IntouchCX
CRISTIAN CAMILO FRANCO SÁNCHEZCRISTIAN CAMILO FRANCO SÁNCHEZ
Warehouse Worker at Fabrialambre Ruiz S.A.S.Warehouse Worker at Fabrialambre Ruiz S.A.S.