DIANA FRANCO GÓMEZ

- Provided dedicated support to senior-level executives, organizing calendars, travel, and external
communication.
- Managed complex and confidential administrative tasks efficiently and professionally.
- Coordinated meetings between global teams (Axtria, CRM, Hypercare) and tracked JIRA tickets.
- Participated in User Acceptance Testing (UAT) for key tools such as SAP, GET PAID, and Syndigo.
- Trained new hires on onboarding, digital tools, and compliance processes.
- Maintained high standards of quality and compliance for Ortho and Sports franchises.
- Led audits and data clean-ups (CRM, SIQ), collaborating with international stakeholders.
- Designed infographics, resources, and OneNotes for onboarding and continuous learning.

- Developed comprehensive training programs designed to enhance skill sets of both new hires as well as experienced employees within the organization.

- Developed strong relationships with clients, fostering trust and loyalty through exceptional service delivery.

- Supervised a sub-team and ensured monthly KPIs were met.
- Improved communication with clients, enhancing efficiency.

- Handled complex customer inquiries, resolving issues promptly and professionally while maintaining excellent customer service standards.

- Ensured timely completion of projects, prioritizing tasks based on deadlines and importance.

- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.

- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.

- Managed high call volume while maintaining a courteous and professional demeanor.