Diana María Escobar Correa

Experience

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  GreenSQA S.A

  Jan 2005 - Jan 2007

  Ingeniera de Testing
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  Carvajal

  Feb 2007 - Jan 2013

  Leading the corporate continuous improvement project for Colombia, Argentina, Venezuela,Peru, and Mexico, implementing world-class frameworks such as: ITIL, CMMI, eSCM, PMI andISO.- I established the model of excellence for 7 business units in 5 different countries, mappingall processes and training 2,000 employees in new standardized global processes.- I also laid the foundations for ISO 9001 and 27001 certifications while increasing theefficiency of the business processes by recording and managing all leads in the CRM from 96(2010) to 7,035 (2013) and ensuring 100% of customers had SLA implemented. Show less

  • Improvement Project Manager /Process Group Leader

    Feb 2010 - Jan 2013

  • Software Quality Assurance Analyst

    Feb 2007 - Mar 2010
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  Gases de Occidente - GdO

  Jan 2013 - Nov 2013

  PMO Professional

  Supporting the execution of the projects of the 'PETI' Program by carrying out control andmonitoring of financial process, reviewing suppliers' deliverables, ensuring compliance with SLA,and implementing administrative procedures.- I implemented a methodology to monitor and control the execution of the projects. Thisinvolved ensuring compliance with project schedules and budgets, while also incorporatingsuppliers and measuring their performance.

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  CARVAJAL TECHNOLOGY SOLUTIONS

  Nov 2013 - Apr 2021

  I led all continuous improvement projects for the ITO business unit's services, implementing best practices in the delivery model, optimizing processes, and controlling operational metrics to achieve SLA targets. I also led the Service Desk and Support team with a budget of around USD 1,100,000 per year.- I implemented a culture of Continual Service Improvement using ITIL's best practices.- I also reduced the Azure storage costs of the retired employees' information by about 60%.- I achieved improvements in the Service Desk processes with the service provider by implementing new technologies such as chatbots, resulting in savings of USD$50,000." Show less Leading the Service Continual Improvement strategy for Business Unit ITO by implementing best practices in service delivery (ITIL, escm-SP, COBIT), optimizing processes with Lean six sigma, and monitoring service quality measures to achieve SLAs and KPIs, thereby ensuring customer satisfaction and the best service experience- I implemented a culture of Continual Service Improvement using ITIL's best practices and raised the customer experience indicators such as CSAT scores to 97% and NPS scores to 60.- I also achieved savings of USD 400,000 using Six Sigma methodology.- I was part of the teacher's team of Carvajal Innovation School, with my Service Improvement Workshop. Show less

  • Process Improvement and Quality Manager

    Aug 2019 - Apr 2021

  • Head of Quality and Process Management

    Nov 2013 - Jul 2019
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  Wekall

  Apr 2021 - Oct 2022

  Operations Director

  As the leader of the service operation strategy and platform implementation projects (based on AWS), I established plans that were presented to the Board of Directors and built strong relationships among technical teams, customers, suppliers, and stakeholders to ensure the best service experience.- I Improved and Implemented processes to deploy projects with clients, using the best IT service practices, such as ITIL, ISO 27001, and PMI guidelines, achieving the goals for the OKR, SLAs and KPIs of the operation.- I restructured the supplier management process by controlling service level and cost indicators, improving its operational performance, and obtaining operational savings around USD $8,000 per month. Show less

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  ORBIDI

  Mar 2023 - now

  VP of Operations

  I lead the production and operations team in Colombia, defining strategies to ensure compliance with established business processes and objectives. Additionally, I implement motivational plans for the team, as well as continuous improvements, to execute changes rapidly. Moreover, I am responsible for overseeing the office operations in Colombia, ensuring that administrative, human resources, financial, and operational processes are cost-efficient, positively impacting the company's profitability.- I have established an Agile and Scalable methodology for the production process in less than a month.- I have increased team productivity and efficiency, resulting in a rise in the number of projects delivered from 10 to 200 per month. Show less