À propos de Diego
I leverage my Ops background to optimize and manage our support technology stack, focusing on CRMs (Zendesk/Intercom), phone systems (Ujet/Aircall), and AI-driven automation. (within systems)
My firsthand experience helps me tailor tools, reporting, and workflows to enhance efficiency, improve customer satisfaction, and drive data-driven decisions across global teams.
Anglais
Bilingue ou natif
Espagnol
Bilingue ou natif
Français
Capacité professionnelle complète
En télétravail uniquement
Travaille majoritairement à distance
Expériences
- GetaroundManager Operations Toolings and Reportingdécembre 2023 - Aujourd'hui (2 ans et 6 mois)Paris, FranceKey responsibilities include:• Collaborating with cross-functional teams to optimize support processes and tooling• Identifying and implementing new technologies, including AI-driven solutions, to improve operational efficiency• Managing and configuring Zendesk to enhance workflows, automation, and integrations• Overseeing phone system solutions, ensuring seamless communication across channels• Developing and maintaining dashboards and reports to track performance and KPIs
- GetaroundSenior Customer Support Associatejanvier 2020 - janvier 2024 (4 ans)Paris Metropolitan Area, France• Analyse data with a main focus on CSAT, volume of contacts by country.• Dedicated to a car fleet professionals portfolio to provide professional customer support at senior level.• Participate to team workshops on CS challenges in order to suggest solutions (tools, access, product, policies, etc.) to reach a better customer satisfaction.• Collaborate with all the internal departments (product, marketing, finance, legal, quality, account management, etc.) to improve User experience overall• Training agents on new policies, processes and tools.• Report quality issues.• Monitoring and improvement Help Center articles, ToS and Macros.• Reply to public reviews and tweets.
- Comdata GroupCustomer Care Agentjanvier 2019 - octobre 2019 (9 mois)Paris, France• Pre & Post sales customer support• Daily follow-up with customers on Front Office• Recollection of information for Post-sales analysis• Constant update in company´s data base (SalesForce CRM)
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Formations
- Excel 2019 esencial Customer Service: Handling Abusive Customers Digital TransformationExcel 2019 esencial Customer Service: Handling Abusive Customers Digital Transformation
- Excel Associate - Microsoft Office Specialist for Office 2019 and Office 365 Sales: Customer SuccessExcel Associate - Microsoft Office Specialist for Office 2019 and Office 365 Sales: Customer Success