Daniel Socha Riaño

Daniel Socha Riaño

About

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Project Management | People Manager | Strategic Planning | Client Facing | Agile Management
Bogotá, Bogota, Colombia
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Résumé

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  • Owner.com
    Associate Customer Success Manager
    Owner.com
    Feb 2026 - Current (6 months)
    - Manage a high-volume, dynamic book of business across onboarding, adoption, value realization, renewal, and expansion stages of the customer lifecycle. - Own the engagement strategy for the most at-risk customer segment, prioritizing interventions to improve product adoption, customer health, and time-to-value. - Partner with Launch and Support teams to deliver a seamless, world-class customer experience, ensuring fast issue resolution and consistent customer outcomes. - Run proactive customer outreach (QBRs/EBRs, adoption check-ins, success plans) to align product capabilities to customer goals and drive measurable ROI. - Identify churn signals early, execute retention playbooks, and de-risk renewals through targeted enablement, stakehol
  • HIGH CONVERTING CONTENT
    Project Manager & Team Leader
    HIGH CONVERTING CONTENT
    Feb 2025 - Feb 2026 (1 year 1 month)
    - Manage multiple marketing projects end-to-end, ensuring on-time delivery, quality standards, and efficient allocation of team resources. - Develop and maintain project tracking reports and dashboards using Monday.com to monitor deadlines, workloads, and KPIs. - Identify process gaps and implement workflow improvements to streamline day-to-day operations and reduce rework. - Lead recurring client-facing project reviews, sharing clear status, risks, and next steps to keep projects progressing smoothly and on track. - Nurture long-term client relationships by proactively addressing issues and expectations, supporting satisfaction, retention, and future upsell opportunities. - Drive continuous improvement by standardizing documentation, repor
  • Lean Solutions Group
    Account Manager
    Lean Solutions Group
    Jun 2023 - Dec 2024 (1 year 7 months)
    - Acted as primary point of contact and delivery lead for a high-value enterprise portfolio using DB Schenker for international freight and B2B collections, including clients such as Microsoft, HP, Intel, Rockwell, Amazon, Costco, Caterpillar and ~5,000 additional accounts across US and Canada. - Designed and drafted the end-to-end operating model for the North American Collections operation as it transitioned from Manila to Bogotá, including process flows, SLAs, documentation standards, and escalation paths. - Built the KPI framework and dashboards for portfolio health (Overdue % and recovery performance) and used these insights to run regular performance reviews with internal leadership and customer stakeholders. - Created the knowledge b
  • I Am Firebrand (Firebrand Creative)
    Communications Specialist
    I Am Firebrand (Firebrand Creative)
    Apr 2022 - May 2023 (1 year 2 months)
    - Experience in managing social media platforms and effectively communicating with stakeholders through email and instant messaging tools. - Proficient in administrative tasks such as record keeping, accounts payable and accounts receivable with clients. - Conducted market research to aid in social media campaign planning.
  • ScotiaGBS Colombia del Grupo ScotiaBank
    Team Lead, Inbound Fraud
    ScotiaGBS Colombia del Grupo ScotiaBank
    Feb 2020 - Apr 2022 (2 years 3 months)
    - Supported a project to enhance the knowledge management system, improving information structure and accessibility. - Developed and monitored action plans to meet operational KPIs and improve fraud response workflows. - Facilitated collaboration across Global Fraud Management teams and managed recruitment for new advisors.
  • Scotiabank
    Team Lead
    Scotiabank
    Nov 2017 - Feb 2020 (2 years 4 months)
    - Provided operational leadership and administrative support to ensure compliance and performance. - Created development plans with advisors and conducted coaching sessions to support improvement. - Collaborated cross-functionally to resolve customer issues and optimize processes.
  • Scotiabank
    Customer Service Officer
    Scotiabank
    Sep 2015 - Oct 2017 (2 years 2 months)
    - Delivered support in billing and financial services, managing high-volume inquiries and meeting resolution targets. - Applied strong communication and problem-solving skills to ensure customer satisfaction.
  • Convergys
    Customer Service Representative
    Convergys
    Aug 2014 - Aug 2015 (1 year 1 month)
    - Utilized strong verbal communication skills to deliver exceptional customer experiences, resulting in positive feedback and increased customer satisfaction. - Excelled in a fast-paced work environment, handling a high influx of customer inquiries while upholding exceptional service standards under pressure.
Education verified_user 0% verified
  • Politecnico de Colombia
    Politécnico de Colombia — Diploma Virtual Alta Gerencia, Business Administration and Management, General
    Politecnico de Colombia
    Jan 2023 - Dec 2023 (1 year)
    - Developed a general management toolkit to understand and coordinate key organizational areas and processes. - Strengthened HR management skills: workforce planning, recruitment and onboarding, training and development, performance evaluation, and building a high-performance culture. - Gained an updated view of marketing management, including core concepts, market orientation, modern 4Ps, and key responsibilities of marketing leadership. - Built foundational financial management capabilities: role of financial management, main financial decisions, and reading/interpreting financial statements for decision-making. - Deepened knowledge of strategic management, including mission, vision, strategic planning, and the role of strategic leadershi
  • Fundación Universitaria Empresarial de la Cámara de Comercio de Bogotá
    Fundación Universitaria Empresarial de la Camara de Comercio de Bogotá — Diploma of Education, Project Management
    Fundación Universitaria Empresarial de la Cámara de Comercio de Bogotá
    Jan 2020 - Dec 2020 (1 year)
    - Gained a solid understanding of the PMBOK® V6.0, treating projects as adaptive systems and linking principles, domains and decision-making. - Strengthened project governance skills, including roles and authority, decision structures, controls, audit cadences, and integration with a PMO. - Learned to define and manage scope, schedule, and finance. - Developed practical abilities in resource management, using capacity planning and bottleneck analysis to optimize processes. - Deepened stakeholder management capabilities, expectation mapping, engagement strategies, and resistance management. - Built a robust approach to uncertainty, risk and opportunity, including qualitative and quantitative analysis and strategic response planning. - Acquir
  • Fundación Universitaria Konrad Lorenz
    Fundación Universitaria Konrad Lorenz — Psychology, Industrial and Organizational Psychology
    Fundación Universitaria Konrad Lorenz
    - Solid foundation in scientific psychology: learning, cognition, development, social processes, psychopathology, and behavior analysis. - Training in research design, statistics, psychometrics, and evidence-based evaluation and intervention in individual and group settings. - Two professional practicums: - Clinical Psychology: participation in assessment, case formulation, and support processes for adults and youth. - Organizational Psychology: support for culture and talent engagement initiatives, contributing to projects that reinforced values, belonging, and employee experience. - Experience managing small-scale intervention and research projects, from needs assessment to proposal, implementation, and evaluation. - Strong focus on ethic
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