Nohora Maritza Torres Rodríguez in

Nohora Maritza Torres Rodríguez

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Directora Contact Center at Banco de Occidente
📍 Colombia

Marcela Durán Barrero is a Director and Product Owner of Contact Center at Banco de Occidente, bringing over 17 years of experience in the financial sector. She specializes in customer service operations, contact center management, and PQR resolution, with a strong background in project management and transformational leadership.

Outside of her professional life, Marcela is passionate about creating and mobilizing new ideas to drive efficiency and innovation. She is also committed to promoting team empowerment.

She holds an international certification as a Registered Product Owner™.

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Experience
13 Years
Current Role
Directora Contact Center
Location
Colombia
Personality Overview

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Priorities

Topics Nohora cares about

Customer Experience Strategy
With over 17 years of experience in financial sector customer service and contact center operations, she focuses on improving customer experience across various channels.
Product Ownership
Marcela is a certified Registered Product Owner™ and actively works on incorporating new ideas to drive efficiency and innovation in teams.
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Career

Work history

8-2018
Directora Contact Center
Banco de Occidente
5-2023 - 12-2023
Directora Gestion de Reclamos y Requerimientos
Banco de Occidente
8-2014 - 10-2018
Coordinadora Servicio al Cliente Banca Personal
Banco de Occidente
5-2009 - 2-2011
Supervisora SBE
Ventas y Servicios
11-2007 - 4-2009
Analista Junior
Banco de Occidente
In the press

Media appearances

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Education
3-2018 - 12-2019
Liderazgo Transformacional
Pontificia Universidad Javeriana Cali
2017 - 2018
Master of Business Administration (MBA)
Instituto Europeo de Posgrado - IEP
Social presence
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Behavioral profile

DISC profile (public)

DISC behavioral profile

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