DIEGO ARMANDO MÉNDEZ Bilingual Operations Orchestrator & AI Automation

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Bilingual Operations Specialist

Hired experts, DS Solutions – Cordoba Legal Group

Jun 2025 - Feb 2026 (9 months)

As a Bilingual Operations Specialist, I managed the end-to-end customer lifecycle by meeting key performance indicators (KPIs) for efficiency, quality, and corporate compliance. I audited and processed critical data to optimize service delivery and financial transaction support, ensuring that all operations adhered to established standards. Proactively resolving complex cases, I conducted thorough investigations regarding technical services and procedures. Additionally, I utilized my experience in legal document management, gained while assisting clients with debt resolution programs at Cordoba Legal Group, to enhance my understanding of compliance and documentation processes, which further supported my ability to manage customer inquiries

Bilingual Banking Support Specialistcapital

Capital One, Sutherland

Nov 2024 - Mar 2025 (5 months)

As a Bilingual Banking Support Specialist, I provided specialized bilingual support for high-profile banking institutions in the United States, ensuring exceptional customer service and relationship management. I maintained data integrity and records in compliance with industrial safety and occupational health regulations, which was crucial for operational security. My role involved delivering technical support for insurance and public utilities, managing payment structures, and conducting cost analysis to optimize financial performance. Additionally, I utilized Google Workspace as a primary tool for data entry and information management, enhancing collaboration and efficiency within the team. Furthermore, I leveraged ChatGPT to develop aut

Customer Success Associate

Webhelp, CIGNA Healthcare, Concentrix Colombia

Aug 2023 - Nov 2024 (1 year 4 months)

As a Customer Success Associate, I administered multichannel requirements while ensuring compliance with quality metrics and strategic guidelines. I executed returns and merchandise exchange procedures, optimizing supply chain efficiency and enhancing customer satisfaction. Systematically logging interactions allowed me to analyze consumer behavior trends and improve service strategies. Additionally, my experience in managing medical billing cases for CignaHealthcare provided me with a strong foundation in corporate compliance and customer relationship management, ensuring that I maintained high standards of service while adhering to industry regulations. This background also equipped me with the ability to navigate complex compliance issue

Customer Service Representative

Foundever, FedEx

May 2023 - Jul 2023 (3 months)

As a Customer Service Representative, I operated electronic communication channels to provide immediate resolution for product and service inquiries, ensuring a high level of customer satisfaction. I applied strict data protection and security protocols when handling sensitive customer information, maintaining compliance with industry standards. Additionally, I utilized my background in information technology, gained from my technical degree in document administration, to enhance my proficiency in managing and organizing customer data effectively. This included classifying and describing information accurately, which improved our workflow and operations. My commitment to excellent customer service was further supported by my skills in data

Call Center Representative

Nexa BPO, Porvenir Pensiones y Cesantías

Feb 2023 - Feb 2026 (3 years 1 month)

As a Call Center Representative, I provided expert advice to users regarding severance and pension processes during a high-demand seasonal campaign, ensuring that all inquiries related to payments and benefits were addressed promptly and accurately. My role involved maintaining high standards of customer service and SLA compliance, which are critical in the BPO industry. I effectively utilized customer relationship management (CRM) systems to manage interactions and enhance customer success, while also analyzing customer feedback to improve service delivery. Additionally, I leveraged my understanding of key performance indicators (KPIs) to ensure adherence to SLA and quality assurance requirements, which included metrics such as Average Han

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Administrative Operations Assistant

MEDIAPRO TELEVIDEO SAS

Aug 2021 - May 2022 (10 months)

As an Administrative Operations Assistant, I led the management of operational documents and ensured compliance with administrative process regulations. I performed high-precision technical data entry and document preparation under institutional standards, maintaining a focus on accuracy and efficiency. Additionally, I utilized my experience in legal document management to organize and categorize documentation related to legal cases, facilitating expedited access for the legal department. This integration of legal documentation practices not only enhanced our compliance efforts but also improved overall case management and administrative assistance within the organization. Furthermore, I engaged in outbound calls to communicate with provide

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Financial Analyst / Administrative Assistant

FUNDACIÓN COLOMBIA IDENTITARIA

Aug 2020 - May 2021 (10 months)

As a Financial Analyst / Administrative Assistant, I conducted comprehensive financial market analysis and economic forecasting by leveraging historical performance reports to inform strategic investment decisions. I provided valuable insights on investment trends while ensuring compliance with current technical regulations. In addition to my core responsibilities, I utilized my skills in legal document management to assist in the approval of specific subsidies for elderly clients in vulnerable situations. This involved verifying client eligibility by reviewing and validating legal documents, which required collaboration with the department's attorneys and conducting thorough research across various institutional platforms. My proficiency i

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Process Lead / Records Management Technician

Iron Mountain Colombia, Banco de la República

Dec 2018 - Jun 2019 (7 months)

As a Process Lead / Records Management Technician, I executed critical document management processes using advanced archival techniques and implemented document preservation protocols utilizing cutting-edge technological tools. My role involved meticulous oversight of records management, ensuring compliance with various organizational procedures, especially when handling historical documents that were over 100 years old. This required a deep understanding of the evolving legal criteria for archival organization, as I studied the legal frameworks that governed the management of these records throughout different stages of their preservation. Additionally, I leveraged my skills in data analysis to enhance operational efficiency and improve do

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English Tutor

Junta de Acción Comunal Luis López de Mesa

Oct 2017 - Nov 2018 (1 year 2 months)

As an English Tutor, I designed and delivered comprehensive English courses (A1–B2) tailored for adolescents and adults, while also creating engaging didactic materials to enhance the learning experience. I effectively utilized Google Classroom and Google Workspace to facilitate online tutoring sessions, ensuring a seamless educational environment. Additionally, I applied troubleshooting skills by inspecting specific reasons for students' challenges in advancing, which allowed me to implement targeted strategies for improvement. I also leveraged automation tools such as Excel, Access, and Google Sheets to measure students' capabilities and track their learning curves, ultimately fostering a more personalized and effective tutoring approach.

Administrative Technician

Alcaldía local de Rafael Uribe uribe

Jun 2015 - Dec 2016 (1 year 7 months)

As an Administrative Technician, I operated public document management systems and applied archival principles to enhance citizen services. I facilitated document research and consultation services for both internal and external users, ensuring efficient access to vital information. Additionally, I managed various appointments with subsidy applicants, which involved home visits to assess their eligibility, demonstrating my strong organizational skills. I also coordinated meetings with representatives from the mayor's office to follow up on project statuses, showcasing my ability to handle calendar management effectively, even though it was not a primary focus of my role. This skill was essential for scheduling appointments with applicants a

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Electronics Tutor (Basic & Power Electronics)

Junta de Acción Comunal Luis López de Mesa

Jun 2014 - Oct 2015 (1 year 5 months)

As an Electronics Tutor specializing in Basic and Power Electronics, I taught community learners through both hybrid and in-person formats, ensuring a comprehensive understanding of core concepts. I utilized various online tutoring tools to enhance the learning experience and engaged students effectively in both virtual and traditional settings. In addition to my expertise in analog and power electronics, I applied automation techniques using Excel, Access, and Google Sheets to assess students' capabilities and track their learning curves. This data-driven approach allowed me to identify specific areas where students struggled, enabling me to troubleshoot and address the reasons for any learning obstacles, ultimately fostering a more suppor

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Chainman II & Technical Operations Assistant

C&J Proyectos Topográficos

Sep 2013 - May 2014 (9 months)

Field Operations: Executed high-precision georeferencing and point location using advanced surveying equipment, including Total Stations, Theodolites, and Digital Levels. Developed a foundational understanding of Geodesy to ensure accuracy in topographic mapping. Information & Data Governance: Orchestrated the post-processing of field data, managing complex digital assets such as CAD files, LiDAR point clouds, and orthophotos. Archival & Workflow Optimization: Implemented a systematic indexing and retrieval system for the firm’s photographic archives, blueprints, and survey reports. Managed stakeholder communications and document production, bridging the gap between field engineering and office-based data management.

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Auxiliary II

Unidad de Gestión Pensional y Parafiscales - UGPP, Seguro Social, COLTEMPORA S.A, Colpensiones

Jun 2013 - Sep 2013 (4 months)

Managed the critical transition and digital migration of retiree records during the Colpensiones handover. Specialized in high-volume document classification, digitization, and metadata validation to ensure legal compliance and long-term data accessibility for state pension systems. Additionally, provided operational support by managing various departmental tasks, which, while primarily focused on document management, also encompassed aspects of administrative assistance to streamline processes and enhance overall efficiency within the office environment.

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Operations Assistant

Unidad de Gestión Pensional y Parafiscales - UGPP, Seguro Social, SISTEMAS Y COMPUTADORES SYC S.A., Colpensiones

Mar 2012 - Dec 2012 (10 months)

Streamlined the lifecycle of social security records through advanced archival techniques and digital imaging. Developed workflows for the systematic organization and delivery of large-scale pensional assets, focusing on accuracy and information security protocols.

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Administrative Assistant & Courier

Carlos Forero Olaya & Cia LTDA

Sep 2011 - Feb 2012 (6 months)

Orchestrated administrative logistics for insurance policy management, including premium processing and client record maintenance. Managed time-critical document delivery and sensitive stakeholder communication, ensuring a 100% compliance rate with insurance industry regulations.

DIEGO ARMANDO MÉNDEZ

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