Diana Carolina Zambrano Pabon

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Bilingual Call Center Agent

Everise Colombia SAS

Jun 2023 - Aug 2023 (3 months)

Worked as a bilingual Call Center Agent for the Service Titan's account providing technical support to their tenants. (USAaccount) Handled customer complaints with empathy and composure. Answered calls, responded to emails, and spoke with tenants using CRM software. Helped management to identify workflow issues and find solutions. 94% customer satisfaction rate (QAscore)

Campus Director - Assistant to CEO

Mariano Moreno Culinary Institute

Mar 2021 - Jun 2023 (2 years 4 months)

Ran a campus with up to 700 students, guaranteeing quality, optimum facilities and equipment, trained personnel and raw materials for classes. Ensured the functionality, safety, and sustainability of infrastructure. Supervised up to 25 teachers. Offered student counseling. Built successful relationships with educational control agencies and related organizations. Managed to keep the student dropout rate below 20%. Consistently met my short and long-term targets.

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Restaurant Manager

Inversiones El Gallo Azul SAS

Jan 2018 - Nov 2018 (11 months)

Managed the company restaurant, successfully led the re-opening in a new location achieving annual sales up to 90% in comparison with best sales year. Implemented new communication strategies for brand positioning. Launched the inventory system and implemented strategies to improve efficiency. Ensured the functionality, safety, and sustainability of infrastructure. Handled customer complaints with empathy and composure. Trained and coached new staff members and supervised a team of 16 people. Accurately handled large amounts of money on the cash register.

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Consultant

MAYOR'S OFFICE OF VALLEDUPAR - MINISTRY OF CULTURE

Consultant for the Intangible Cultural Heritage Policy and Traditional Food Culture Policy. Responsible for Monitoring contract implementation from a technical and financial standpoint, monitoring of data systems, provision of logistical support and issuance of technical concepts for projects funded by the Ministry. Developed a manual for cooperating partners to ensure the correct and efficient presentation of reports and accurate use of funds. Ensured timely execution of the funds and resources given to the Intangible Cultural Heritage Teamand achievement of goals set. Processed a range of documentation and entered information into databases. Successfully launchedthe Basic Library of Traditional Food of Colombia.

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Restaurant Manager

CREPES & WAFFLES S.A

Supervised and managed the two operational lines: sit-down service and delivery . Managed to meet by the end of 2020, more than 80% of the sales goals projected before COVID-19. Improved management KPI's such as cost, quality, customer service and work atmosphere for each year. Handled customer complaints with empathy and composure. Ensured the functionality, safety, and sustainability of infrastructure. Trained, coached, and supervised new staff members. Accurately handled large amounts of money on the cash register. Helped management to identify workflow issues and find solutions. Supervised and delegated tasks to a team up to 50 people.

Diana Carolina Zambrano Pabon

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Diana's behavioral traits
Diana's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.