Edgard Jovani Diaz Jaimes Customer Success Manager/Client Support and Case

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Case Manager & Executive Assistant

Mango Tax

Apr 2026 - Oct 2026 (7 months)

• Manage approximately 10–15 customer cases daily, or 50–75 cases weekly, coordinating communication, documentation, follow-ups, and next steps.
• Conduct welcome calls and serve as a point of contact for customers throughout the tax resolution process.
• Proactively request and follow up on required financial documentation and completed financial questionnaires to keep cases moving toward resolution.
• Review customer account transcripts and prepare financial analyses to support case evaluation and next-step decisions.
• Maintain accurate CRM and case documentation while handling sensitive financial information with confidentiality and attention to detail.
• Consistently work toward established KPIs and successfull

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Case Management / Customer Support

AFG Technology

Jan 2025 - Apr 2026 (1 year 4 months)

• Supported customers through case-management processes, maintaining communication, documentation, follow-ups, and required case actions.
• Managed customer needs and case information while maintaining accurate records and ensuring timely progression of outstanding matters.
• Communicated with customers professionally, provided updates, and followed established procedures to support case resolution.

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Remote Contractor Solutions

Apr 2024 - Dec 2024 (9 months)

Conducted outbound calls to business owners and prospects to identify needs, qualify opportunities, and generate sales leads.
Used GoHighLevel CRM to manage prospect information, track leads, document interactions, and maintain follow-up activities.
Scheduled qualified appointments for sales closers across roofing, siding, gutters, windows, landscaping, and solar services.
Maintained accurate prospect records and consistent follow-up throughout the lead-generation process.

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RCI — Bilingual Travel Advisor

Nov 2022 - Apr 2024 (1 year 6 months)

Provided bilingual English/Spanish support to vacation-ownership members regarding reservations, travel, and membership-related inquiries.
Assisted customers with account updates, reservation questions, and service needs while providing personalized solutions.
Maintained accurate customer information and followed up to ensure issues were properly addressed.

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MARRIOTT VACATION CLUB — Multi Brand VOA

Nov 2020 - Nov 2022 (2 years 1 month)

Supported U.S. vacation-ownership customers with account questions, service requests, and membership-related concerns.
Resolved customer issues professionally while maintaining a strong focus on satisfaction and relationship building.
Managed customer interactions and account information accurately in a high-volume environment.

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AT&T — Business Customer Support & Sales

Sep 2019 - Feb 2020 (6 months)

Supported business customers with account assistance, service inquiries, technical concerns, and telecommunications solutions.
Identified customer needs and recommended appropriate upgrades and additional services, including digital/optical fiber solutions.
Maintained professional communication while managing customer relationships and sales opportunities.

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AMERICAN EXPRESS — Customer Service & Account Support

Jan 2018 - Aug 2019 (1 year 8 months)

Supported cardmembers with account questions, service requests, and product-related inquiries.
Assisted customers with card-product upgrades and additional opportunities, including Green, Gold, and Platinum products.
Resolved account concerns while maintaining confidentiality, accuracy, and a strong customer-service focus.

Edgard Jovani Diaz Jaimes

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Edgard Jovani Diaz Jaimes

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Behavioral traits