Daniel Santiago Herrera Ramirez

Senior Customer Experience Supervisor

Celerity Fiber

Apr 2025 - Mar 2026 (1 year)

As Senior CX Supervisor at Celerity Fiber, I led a team focused on delivering consistent, high-quality customer experience in a fast-moving telecom environment.
My day-to-day was about two things: keeping the team performing at their best and making sure the numbers reflected it. I owned KPI tracking, performance coaching, and creating the kind of team culture where accountability and results go hand in hand.
Leading a tight-knit team taught me that great CX doesn't come from scripts — it comes from people who genuinely care about the outcome. That's a standard I brought with me to everything that came after.

CCO & CXO

Parcero

Apr 2024 - Current (2 years 7 months)

CCO & CXO @ Parcero
I own two things: how we grow together and how every person in that journey experiences it.
On the community side: building a space where entrepreneurs and business people collaborate, learn from each other, and push each other to grow. No gurus. Just real people, real experiences, real results.
On the experience side: making sure every touchpoint — from first conversation to delivery — feels like working with a partner, not a vendor.
The goal is simple. People get results and never want to go back to doing it alone.

Customer Experience Supervisor

Celerity Fiber

Sep 2022 - Jul 2025 (2 years 11 months)

Led telecom customer service teams supporting DirecTV, Dish, and internet services for residential and institutional clients.

Exceeded sales targets through cross-selling, reaching 133% in June and 125% in August.

Handled customer and property manager relationships, while also overseeing customer service, technical support, and back office functions.

Colaborating the implementation of AI in customer service and developed applications for Work Order processing using Power Apps.

Achievement: Successfully implemented Key Performance Indicators (KPIs), resulting in a 20% improvement in agent performance.

Bilingual Customer Service Agent

Celerity Fiber

Jan 2022 - Sep 2022 (9 months)

Customer Service - Internet and Television Services

Resolution of customer and property manager issues related to scheduling and confirming technical appointments

Proficient in database management, Excel, and handling internal and external communications through form submissions.

Achivements: Agent of the year 2022

Assistant Project Engineer

SGS

Sep 2021 - Dec 2021 (4 months)

Collaborated on environmental assessments and archaeological research across Colombia — from coastal oil pipeline impact studies to heritage documentation projects in Tocancipá and Albán — ensuring communities and their land are protected throughout development.

Engineer Intern

Senado De La República de Colombia

Feb 2020 - Jul 2020 (6 months)

Researched and analyzed community needs to shape real legislation — supporting the UTL and the Fifth Senate Commission on environmental and land management issues. Helped turn community voices into policy proposals and laws that protect natural resources and improve people's quality of life.

Laboratory Assistant

Universidad Jorge Tadeo Lozano

Jun 2017 - Aug 2017 (3 months)

Responsible for analyzing water samples to assess quality and ecological health. This role involved conducting various tests, recording data, and assisting in research related to freshwater ecosystems. Collaborated with team members to ensure accurate results and maintained laboratory equipment and safety protocols.

Daniel Santiago Herrera Ramirez

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Résumé

Daniel Santiago Herrera Ramirez

About

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Behavioral traits