Daniel Herrera

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Head of Operations

Upwards

Jan 2022 - Jan 2024 (2 years 1 month)

Solvingfamilycareforgood.Upwardshelpseveryfamilyfindandafordcarefortheirlovedones. Achievements/Tasks Spearheaded the company's rebranding initiative with an emphasis on ensuring alignment with evolving mission and market position, as well as establishing a solid brand foundation for Series B fundraising. Developed and implemented a highly efective Project Management Ofice, leading to a 130% increase in operational eficiency and a 60% reduction in project delivery time. Fostered a dynamic leadership group aimed at contributing to an impressive 200% surge in annual revenue. Led FP&A team to attain profitability and specific financial objectives across business units. Manage P&L responsibility for Operations, Billing, and Marketplace depart

Operations Manager & Partner

Invisible Technologies

Jan 2021 - Jan 2022 (1 year 1 month)

Invisibleistheoperationsinnovationcompanytransforminghowcompaniesarebuiltandrun. Achievements/Tasks Established and assumed responsibility for overseeing and executing crucial business processes for clients in various industries, such as, Fintech, AI, Blockchain, healthcare, real estate, and insurance. Initiated and supervised Operations boot camp, a program aimed at training and recruiting top talent to serve as Senior Team Leads. Reducing turnover in over 90% and reducing training time by 40%. Restructured the Delivery team's administration structure, enhancing and modifying internal tools and systems by collaborating with product and tech teams. Leading to the facilitation and streamlining of project management across multiple teams. A

Customer Support & Success Manager

HostPapa

Jan 2020 - Jan 2021 (1 year 1 month)

Managed the M&A process, making sure customers stayed with us during the transition and implementation of newly acquired companies and products. Created and started a self-service portal for customers, which led to 37% fewer customer service questions and made our customers 22% happier.

Level 2 Customer Support Manager

ESW Capital

Sep 2019 - Current (5 years 10 months)

Remote Manage between 15 to 20 Level 2 Technical support agents. Create weekly quality and productivity reports for all agents, identifying failures and blockers. Conduct weekly 1:1s with all agents, giving them the exact path to eliminate failures and blockers. Manage ticket assignments & escalations from both customers & Business Units. Monitor issues in Zendesk and the Knowledge bases of all the products. Coach agents on customer relationship management skills, always focusing on what is best for customers, gave feedback and advice based on that premise. Identify insights to improve both productivity and quality.

Customer Support Manager

Trilogy, Inc

Aug 2019 - Current (5 years 11 months)

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Customer Support Manager

ESW Capital Trilogy

Jan 2019 - Jan 2021 (2 years 1 month)

TheESWCapitalgroupspecificallyfocusesonbuying,strengthening,thengrowingmaturebusinesssoftwarecompanies. Achievements/Tasks Produced a 30% decrease in customer complaints, 50% enhancement in response time, and 35% acceleration in case resolution by executing a proactive client service approach integrated with automation. Successfully increased customer retention by 21%, provided 37% boost in upselling opportunities, and achieved 25% decrease in missed SLAs. Oversaw the support team for a diverse range of 100+ SaaS products and led the development and maintenance of the Knowledge Bases for all of them. Utilized insights to optimize product features, leading to 20% increase in CSAT and 15% reduction in employee turnover.

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Founding Partner

Nievlest Consulting

Jan 2019 - Mar 2024 (5 years 3 months)

Advice and conduct consulting projects for companies in areas such as, FP&A, Startup creation and growth, Global Expansion and AI Implementation.

Chief of Staf & Board Advisor

Hubtek

Jan 2017 - Jan 2019 (2 years 1 month)

Served as a strategic counsel to C-Level executives, playing a key role in acquiring new clients and expanding existing relationships, which significantly propelled the company along its growth path. Led organizational change initiatives, tuning up operational eficiency and boosting productivity, creating and using AI tools to leverage the needs of the trucking industry.

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EVP of Sales & HR

Promeco

Jan 2016 - Jun 2020 (4 years 6 months)

VP of Sales and Customer Success

Board of Secondary Education

Jun 2014 - Dec 2016 (2 years 7 months)

Colombia Fulfillment software (SaaS) for the Food Industry Promoted to EVP of Sales and Customer Success Serviced between 50 to 100 accounts regularly to resolve concerns, manage order fulfillment, and promote new products and services. Managed a group of 40 SDRs, coached them on improvement processes focused on increasing sales and customer satisfaction while maintaining quality.

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Chief Operating Oficer & Co-Founder

Promeco

Jan 2014 - Jan 2019 (5 years 1 month)

Achievements/Tasks Led the negotiation and execution of the startup's acquisition by a larger company to ensure a favorable deal for shareholders. Collaborated with fellow Co-Founders to develop and refine the company's overall strategy and business model. Established and nurtured strategic partnerships with key stakeholders, clients, and industry leaders. Built and implemented a robust strategy to retain and expand the customer base, leading to a 52% reduction in churn and a 64% increase in upsell opportunities. Directed the financial trajectory of the company to achieve profitability within four years as Finance leader, while enhancing investments in research and development to drive overall revenue growth and improve ROI. ADDITIONAL E

Sales Development Representative

Board of Secondary Education

Jan 2013 - Jun 2014 (1 year 6 months)

Colombia Fulfillment software (SaaS) for the Food Industry Promoted to VP of Sales and Customer Success Increased customers base by 68% over 18 months, working with networking and referrals. Developed potential leads for the company.

Daniel Herrera

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Daniel's behavioral traits
Daniel's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.