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Laura Galvis Obando

@lauragalvisobando

Operations and Program Management professional at Team Keller Williams International who created a quality program that improved quality efficiency by 20.5%.

United States

Message

At Team Keller Williams International, I created and implemented a quality and performance management process that became a standardized program across multiple teams and leadership. It improved quality efficiency by 20.5%, increased CSAT by 3.0%, reduced AHT by 7.4%, and increased internal tool engagement by 106.7%.

Previously, at Accenture/WhatsApp, I analyzed quality and operational data, strengthened data validation, and supported process improvements. I also owned Nutrition International, managing customer and business operations and developing tailored solutions for accounts.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance and Data Analytics Specialist

Current

Keller Williams International

May 2023 - Present (3 years 5 months)

Led the end-to-end creation and implementation of a quality and performance management process, designing workflows, KPIs, and reporting frameworks. Leveraged AI, automation, and advanced analytics to automate reporting and streamline operational workflows.

Quality Management KPI development Root Cause Analysis Process Improvement Data Analysis Power BI Excel Python Zapier AI Automation Stakeholder Management Executive Reporting

Sr. Quality Analyst

Accenture

Oct 2021 - May 2023 (1 year 7 months)

Drove Root Cause Analysis and data analysis to identify recurring quality and operational issues, leading to targeted process improvements. Strengthened data quality and validation, and built strong relationships with client stakeholders and associates.

Root Cause Analysis Data Analysis Data Validation Quality Assurance Stakeholder Management Mentorship Process Improvement

Quality Analyst

Accenture

Mar 2020 - Oct 2021 (1 year 7 months)

Analyzed operational data and quality trends to identify discrepancies and coordinate quality testing and process improvement activities. Conducted compliance audits and quality checks, and maintained training materials and SOP repositories.

Data Analysis Quality Assurance Compliance Audits Process Improvement Training SOP Management Coaching

Content Moderator Analyst

Accenture

Oct 2019 - Mar 2020 (5 months)

Investigated and resolved complex, time-sensitive account and user safety issues, applying structured problem-solving and critical thinking. Applied evolving client policies and operational guidelines to ensure accurate and compliant case resolution.

Content Moderation Problem Solving Policy Compliance Case Management Communication Skills

Business Owner

Nutrition International

Dec 2015 - Oct 2019 (3 years 10 months)

Built and managed strategic relationships with new and existing accounts, analyzing customer needs to develop tailored solutions. Independently managed end-to-end customer and business operations, coordinating stakeholders and developing marketing materials.

Business Development Customer Relationship Management Operations Management Marketing Stakeholder Coordination