@dianaparra1
Team Manager at Alorica supporting the launch and stabilization of customer experience and collections operations.
ColombiaAt Alorica, I lead customer service teams and manage performance across AHT, Quality Assurance, NPS, and CSAT. I supported the launch of a new campaign and the stabilization of a newly formed operation.
Previously, I worked as a Quality Analyst, assessing technical support, collections, and customer service operations. I was recognized as Quality Analyst of the Year in 2024 for my contributions to quality and team improvement.
Work history, roles, and key accomplishments
Alorica
Jun 2025 - Present (1 year 5 months)
Leads teams of 9-15 customer service representatives, managing performance across AHT, QA, NPS, and CSAT metrics. Conducts coaching sessions, presents WBR/MBR reports, and supports new campaign launches.
Alorica
Apr 2024 - May 2025 (1 year 1 month)
Conducted quality assessments across technical support, collections, and customer service operations. Analyzed quality trends, provided feedback, and participated in client meetings to present findings.
Alorica
May 2023 - Apr 2024 (11 months)
Provided customer service and technical support within the Merchant Support department. Resolved customer and technical issues while maintaining service quality and operational standards.
PL Confecciones
Aug 2021 - Jan 2023 (1 year 5 months)
Managed the graphic design department and coordinated branding and promotional materials for marketing campaigns. Oversaw design deliverables and collaborated with internal stakeholders.
Degrees, certifications, and relevant coursework
Bachelor's Degree, Natural Sciences and Environmental Education
Pursuing a Bachelor's Degree in Natural Sciences and Environmental Education, currently in the 10th semester.
Diploma, Playful Pedagogy
Completed a Diploma in Playful Pedagogy as Learning Environments in School Contexts in 2024.
High School Diploma, General Studies
Earned a High School Diploma in 2016.
Software and tools used professionally
ColombiaYou can contact Diana and 90k+ other talented remote workers on Himalayas.
Message DianaSign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
Join the remote work revolution
Himalayas is the best remote job board. Join over 250,000+ job seekers finding remote jobs at top companies worldwide.
Tauã Batista
Quality Analyst, META
Juan Rodriguez
Team Leader (Supervisor), PNC Bank
Oscar Garcia Oscar Garcia
Lead Knowledge Manager, Sutherland Global Services
Liney Gomez
QA/Training & CX Analyst, Transcom
Juan Amazo
Customer Service Team Lead, Customer Service
mariam gomez
Analista experiencia cliente, CCM
Jonathan David Mendoza Medina
Product Quality Specialist, Airbnb
Alejandra Zuleta Rodríguez
Operations and Training Assistant, Synergyn LLC
kelly muñoz
Customer Experience Supervisor / Customer Expert Manager, Teleperformance
Santiago andres Velasquez cuesta
Customer Service Specialist, Concentrix