David Felipe Ladino Díaz

David Felipe Ladino Díaz

About

Detail

Technical Support Engineer | Customer Success Manager | Customer Onboarding
Bogota D.C., Colombia
Contact David regarding: 
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Full-time jobs
Starting at USD2.2k/month

Timeline

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Résumé

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  • Paymentology
    Technical Support Engineer
    Paymentology
    May 2023 - Apr 2026 (3 years)
    Deliver expert technical support for global payment systems, focusing on transaction troubleshooting and API analysis. Manage support tickets via Zendesk, collaborate with internal teams on escalations, and ensure accurate resolution of card and wallet-related issues. Monitor key systems and generate client-facing updates for performance alerts or settlement discrepancies.
  • Cisco
    Portfolio Activation Specialist
    Cisco
    Sep 2021 - May 2023 (1 year 9 months)
    Support customers throughout their Enterprise Agreement lifecycle—onboarding, license provisioning, and Health Checks. Coordinate with cross-functional teams to resolve licensing issues, optimize consumption, and deliver clear, strategic communication that drives value and adoption.
  • Cisco
    Lifecycle Program Manager
    Cisco
    Sep 2020 - Sep 2021 (1 year 1 month)
    - Focus on ensuring customer success and satisfaction with the Smart Net Total Care (SNTC) program. - Drive adoption of the SNTC Portal among customers to maximize its benefits. - Assist customers in troubleshooting issues related to the deployment and usage of the SNTC Portal. - Provide training and support to customers on how to effectively utilize the SNTC Portal's features and capabilities. - Possess in-depth knowledge of Cisco technologies and solutions to provide accurate guidance and support. - Utilize analytical and problem-solving skills to identify and resolve issues in a timely manner. - Collaborate with cross-functional teams, including tech support and sales, to ensure a seamless customer experience.
  • Asurion
    Premier Support Solutions Representative
    Asurion
    Apr 2019 - Sep 2020 (1 year 6 months)
    - Provided exceptional technical troubleshooting support to customers, resolving issues with their personal devices. - Consistently achieved and surpassed performance metrics, including call measurements and sales goals. - Demonstrated proficiency in navigating Asurion's software programs, utilizing web-based search engines, and efficiently troubleshooting customer issues. - Maintained up-to-date knowledge of the latest bugs and solutions in newly released hardware and operating systems, ensuring the delivery of knowledgeable and exceptional customer service.
  • Sitel
    Inbound Customer Service Representative
    Sitel
    Apr 2018 - Apr 2019 (1 year 1 month)
    - Handling customer calls and responding to queries about, services, deliveries, promotions, and billing. - Maintaining up to date knowledge of products and services. - Working to address all customer concerns in a timely and effective manner
  • D
    P
    Design
    Researcher
    Data research, Payroll, Design, Human resources, PGDBA Marketing
    Apr 2015 - Apr 2018 (3 years 1 month)
    - Created data modeling standards and procedures. - Developed all the commissions payroll worksheet for staff. - Optimized data collection procedures and generated reports.
  • BBVA
    Cashier
    BBVA
    Apr 2013 - Apr 2015 (2 years 1 month)
    - Processed standard teller transactions for customers including servicing client accounts. - Researched and resolved customer issues on personal savings, including any payment transaction. - Balanced daily cash deposit and bank vault inventory with a zero error rate.