Nohora Maritza Torres Rodríguez

Examiner
DISC Type : cs

Directora Contact Center at Banco de Occidente

Colombia

Overview

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™.

Personality Overview

Overcautious

Unexpressive

Process Oriented

The only way to convince them is by showing them examples and ample proof.  They are heavily focused on quality and prefer doing things the right way, even if it takes time. Being observant comes to them naturally.

Topics They Care 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.
Leadership Development
She has a strong background in transformational leadership and an MBA in General Management, focusing on empowering teams and fostering high performance.

Media Appearances

Nohora has no verified media appearances

Work History

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

Education

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

More Information

Social Presence :

Prographics :

Exp : 13 Location : Colombia Job Level : N/A Designation : Directora Contact Center at Banco de Occidente
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Insights For Selling To Nohora Maritza

During A Call Or A Meeting

DO's

  • Expect them to be vague in response to your questions, ask firmly and pointedly
  • Ask them which other stakeholders would be important for this purchase decision
  • Spend time addressing concerns around risk and change, they will have them even if they don't express them

DONT's

  • Don't use phrases like 'do not worry', 'i promise' etc.
  • Avoid getting into storytelling mode, especially when they ask specific questions
  • Don't rely on relationship building even if they act pleasantly

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Nohora Maritza is

  • For them, low risk and acceptance by others are very important, followed by proof of ROI.
  • Will you ever get a clear answer from Nohora Maritza

  • They don’t say no often, they push out the decisions or keep going around in circles.

Insights For Deal Planning

    How fast (or slow) will Nohora Maritza move?

  • They do not like to take decisions in a hurry, so they could be slow in making their mind up.
  • Can Nohora Maritza take some risk or not?

  • They are low on risk-appetite and prefer to make informed decisions.

You And Nohora Maritza

Personality Compatibility


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