Ana María Moreno Dorado

Ana Maria Moreno Dorado Medellin, COL ●-● - Professional Summary Business Management professional with proven experience in leadership, customer service, and data analysis. Skilled in managing teams, driving process improvements, and developing strategies that strengthen organizational efficiency. My background includes customer service leadership, banking, and property management (HOA), which has allowed me to build a diverse skill set in analytical thinking, effective communication, and problem solving in fast-paced environments. Recognized for strong attention to detail, adaptability, and the ability to foster collaboration across different areas. Motivated to contribute to organizational growth through innovation, continuous learning, and results-driven performance. Education Finance and International Business ​ Universidad Santiago de Cali , Cali- Col ​ September 2025 Certified in Business Internationalization Strategies​ Universidad Santiago de Cali , Cali- Col ​ December 2024 Professional Experience PMI Puget Sound – Property Manager ​ July 2025 – Currently ●​ Managed day-to-day operations of multiple residential communities under Homeowners’ Associations (HOA), ensuring compliance with state regulations and community bylaws. ●​ Implemented and maintained CRM platforms for resident communication, records management, and escalation tracking, improving transparency and operational efficiency. ●​ Resolved complex resident issues with professionalism and diplomacy, ensuring timely communication and maintaining high satisfaction levels.​ ●​ Oversaw budgeting, invoicing, and financial reporting, supporting HOA boards in making data-driven decisions while ensuring fiscal responsibility.​ ​ TaskUs – Team Leader ​ Febrero 2023- Mayo 2025 ​ ●​ Designed and delivered coaching, feedback, and upskilling programs, resulting in measurable improvement in agent performance and career growth opportunities.​ ●​ Acted as the primary escalation point, resolving complex customer issues with professionalism while maintaining SLA compliance. ●​ Recognized for building strong client and cross-functional relationships, ensuring transparency, collaboration, and continuous improvement. ●​ Led and developed a team of Customer Experience Associates, consistently exceeding targets in quality, productivity, and customer satisfaction. Teleperformance – Bilingual Agent ​ November 2020 – February 2023 ​ ●​ Recognized for consistently exceeding performance metrics, including quality assurance, productivity, and customer satisfaction.​ ●​ Managed multiple communication channels simultaneously, demonstrating strong multitasking and organizational skills while ensuring accuracy and efficiency.​ ●​ Resolved diverse customer issues related to billing, account management, and technical troubleshooting, consistently achieving high first-contact resolution rates.​ ●​ Utilized multiple CRM and support tools to track, document, and escalate cases as needed, ensuring compliance with company processes and SLA requirements. ​ ​ ​ Soft Skills ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Leadership & Team Development Coaching & Mentoring Effective Communication Problem-Solving & Critical Thinking Time Management & Multitasking Client Relationship Management Cross-Cultural Communication Adaptability & Resilience Decision Making Under Pressure​ Hard Skills ​ ●​ ●​ ●​ ●​ ●​ ●​ CRM Platforms (Salesforce, Zendesk, HubSpot, Freshdesk) Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) Google Workspace (Docs, Sheets, Slides, Gmail) Virtual Communication Tools (Slack, Teams, Zoom) Financial Reporting & Budget Management (HOA/Property Management) KPI Tracking & Data Analysis ​ ​ LOGROS DESTACADOS TaskUs – Recognition as Best SME of Q3​ ​ ​ ●​ TaskUs 2024 Award for Outstanding Performance as Best SME of the Q3, recognized for excelling in diverse tasks and consistently delivering high-quality work. IDIOMAS ​ ●​ Español: Nativo. ●​ Inglés: Avanzado (C1)