Open to opportunities

Dilann Guzmán

@dilannguzmn

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Business Administrator specializing in Learning & Development and Agile methodologies.

Colombia

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What I'm looking for

I seek a role that fosters professional growth, values innovation, and emphasizes continuous improvement.

I am a Business Administrator and Environmental Control Technologist with over 6 years of experience in Learning & Development (L&D), Business Process Outsourcing (BPO), and Operational Excellence. My expertise lies in leading teams, optimizing training processes, and implementing Agile methodologies to drive continuous improvement. I am certified in Six Sigma Green Belt, Agile Project Management, and Big Data Analytics, which enables me to leverage analytical and strategic thinking to enhance organizational performance.

Throughout my career, I have developed and facilitated training programs that focus on customer experience and operational excellence. At Qualfon, I implemented innovative training methodologies that significantly improved service quality and productivity. My role as a Training Coordinator at Atento Colombia involved designing training programs that aligned with business objectives, collaborating with stakeholders to identify skills gaps, and enhancing knowledge retention among employees.

I am passionate about continuous improvement and team leadership, and I thrive in environments that challenge me to grow and innovate. My goal is to contribute to an organization that values learning and development, where I can utilize my skills to foster a culture of excellence and drive impactful results.

Experience

Work history, roles, and key accomplishments

Trainer (Learning & Development)

Qualfon

Jul 2023 - Apr 2025 (1 year 9 months)

Developed and facilitated training programs focused on customer experience and operational excellence. Implemented learning interventions that improved service quality and productivity.

Customer Experience Operational Excellence Employee Engagement

Training Coordinator

Atento Colombia

Dec 2022 - Apr 2023 (4 months)

Designed and managed training programs for new hires and existing employees, aligning with business objectives. Collaborated with stakeholders to identify skills gaps and implemented targeted L&D solutions.

Employee Engagement

Trainer

Atento Colombia

Apr 2021 - Nov 2022 (1 year 7 months)

Led training sessions for new and experienced customer service representatives to improve communication and problem-solving skills. Created and delivered e-learning materials, ensuring accessibility and engagement.

Training Delivery E Learning Coaching Communication Skills Problem Solving

Supervisor

Teleperformance Colombia

Mar 2020 - Apr 2021 (1 year 1 month)

Managed a team of customer service agents, ensuring adherence to quality standards and operational goals. Conducted performance evaluations and provided continuous coaching to enhance efficiency.

Team Management Quality Coaching Process Improvement Service Delivery

Subject Matter Expert (SME)

Teleperformance Colombia

Mar 2019 - Mar 2020 (1 year)

Provided frontline support and training to agents, assisting in issue resolution and customer interactions. Led workshops to enhance customer service delivery and operational efficiency.

Customer Service Front Line Support

BPO Customer Service Agent

Teleperformance Colombia

Sep 2018 - Mar 2019 (6 months)

Delivered high-quality customer support, resolving inquiries and ensuring a positive experience. Maintained strong communication and problem-solving skills to handle complex customer needs.

Customer Support Communication Skills Problem Solving Customer Experience

Environmental Services & Sustainability Apprentice

General Motors Colmotores

May 2017 - Nov 2017 (6 months)

Monitored environmental compliance and sustainability initiatives. Assisted in developing educational plans to promote sustainable practices.

Sustainability Sustainable Development Practices

Education

Degrees, certifications, and relevant coursework

Fundación Universitaria del Área Andina

Business Administration Degree, Business Administration

Pursued a comprehensive curriculum in business administration, focusing on strategic management, organizational behavior, and financial principles. Developed strong analytical and leadership skills applicable to diverse business environments.

SENA Centro Agroecológico y Empresarial

Environmental Control Technologist, Environmental Control

Completed a program focused on environmental control and sustainability practices. Gained expertise in monitoring environmental compliance and developing initiatives for sustainable operations.