Diego Alejandro Reyes Hernández

Diego Alejandro Reyes Hernández

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Bogota D.C., Colombia

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Education

Résumé

Jobs verified_user 0% verified
  • Iron Mountain
    Customer Success Manager
    Iron Mountain
    Jul 2024 - Current (2 years 4 months)
    Customer Success Manager | Responsible for the success and growth of 46 strategic accounts in the healthcare and university sectors, contributing to $40M+ in revenue. Act as the primary point of contact, managing complex requests, and fostering strong client relationships. Proactively monitor account health, identify upselling and cross-selling opportunities, and conduct regular meetings to ensure customer satisfaction and retention.
  • Iron Mountain
    Customer Service Advocate
    Iron Mountain
    Oct 2023 - Jul 2024 (10 months)
    + Management and disposal of sensitive data for over 300+ assigned customers
    + Cases handling (70 monthly ratio) with a resolution SLA of 13 days (30 days expected, 2.4 faster)
    + Omnichannel engagement with customers to proactively deliver updates
    + Design, implementation and adoption of a reporting tool to visualize and improve productivity.
  • ServiceTitan
    Technical Support Specialist
    ServiceTitan
    Feb 2023 - Oct 2023 (9 months)
    + Real-time support for product adoption with international customers with an average QA of 94%
    + Resolution of high-complexity scenarios implementing FCR KPI to retain unhappy customers
    + Platform tester to identify and diagnose bugs, areas of improvement and major outages.
  • KM Solutions
    Banking Customer Service Advisor
    KM Solutions
    Jan 2022 - Jan 2023 (1 year 1 month)
    + Customer support with accounts receivables, statements, and rate negotiation for future payments.
    + Management of complex tickets, that involve customer's sensitive data (85 daily ratio)
    + Management of sensitive information (PII, CC).
  • FOUNDEVER COLOMBIA
    Cistomer Service Specialost
    FOUNDEVER COLOMBIA
    Jan 2021 - Nov 2021 (11 months)
    Offered multichannel customer service, handling an average of 45 customer interactions daily within the technology and appliances sector.
  • Teleperformance
    Customer Service Agent
    Teleperformance
    Dec 2019 - Aug 2020 (9 months)
    + Omnichannel approach with international customers supporting online payments
    + Data check and cross referencing for new customers
    + Protection of sensitive data when prospecting new deals.
Education verified_user 0% verified
  • Universidad Manuela Beltran
    Grado en Ingeniería, Ingeniería biomédica/médica
    Universidad Manuela Beltran
    Aug 2019 - May 2025 (5 years 10 months)