Quality Management and Occupational Health and Safety Professional

Managed regional environmental complaints throughout Valle del Cauca through the #550 service line. Processed citizen petitions, complaints, and claims (PQRS), ensuring timely responses and end-to-end case traceability.

Coordinated environmental field visits with regional technical staff, routed cases to the appropriate regional directors based on territorial responsibility, and prepared monthly reports on complaint status and service performance. Helped reduce response times while handling a high monthly case volume and maintaining strong citizen satisfaction.

Conducted cold calls to homeowner leads to introduce a solar energy program. Addressed prospective customer objections and scheduled appointments for technical visits and solar panel installation.

Used Call Tools and DealMachine CRM platforms to manage call records and follow-up activities. Supported coordination of a call center agent group and consistently met monthly appointment-setting targets.

Managed document coding for institutional processes according to the approved master list. Administered the organization's document platform and trained new employees on its use.

Monitored indicators, action plans, internal audits, and document creation, update, and cancellation requests. Participated in COPASST, identified occupational hazards, and prepared management reports. Organized and digitized institutional records, supporting successful internal and external quality audits.

Represented employees on the COPASST committee and supported occupational health and safety activities. Conducted process mapping, developed procedures, flowcharts, process maps, and process characterizations.

Performed health and safety inspections to identify unsafe conditions, supported internal audits of integrated management systems, and handled petitions, complaints, and claims (PQRS).

Developed source waste-classification plans and supervised water use and wastewater management activities. Supported compliance with environmental requirements in agricultural operations.

Served environmental control entity representatives and maintained the documentation required for periodic reporting and regulatory review.

Mapped processes, procedures, flowcharts, process maps, and process characterizations for clinical operations. Prepared and updated manuals, procedures, and work instructions to support operational control.

Developed the user service pathway for all clinic services, helping standardize the patient care journey and related processes.

Supported the quality management system under ISO 9001:2015. Developed standard operating procedures, process maps, and process characterizations.

Conducted staff awareness activities and interviews to identify area responsibilities. Monitored customer service through PQRS reports, identified workplace hazards and risks, and followed hospital waste handling and disposal processes.

Master's degree in Occupational Safety and Health.

Industrial Engineering degree.

Academic high school diploma with emphasis in Natural Sciences.