Diego Barrera

Managed full-cycle recruiting for US-based companies, from client intake and job scoping through sourcing, screening, interviews, and signed offers. Closed ~35% into active placements, generating $250K+ in revenue across 30+ placements and $8K+ average placement fees using Recruit CRM.

Led US operations and end-to-end client delivery for financial portfolios ranging from €2M to €35M ARR as the main point of contact for key accounts. Built scalable SOPs and dashboards to improve data accuracy and visibility, and onboarded new clients with minimal disruption via tools like QuickBooks Online and Mindbody.

Managed onboarding for 18+ executive clients, achieving a 100% match rate and a perfect onboarding completion rate. Standardized documentation and feedback workflows to cut time-to-productivity by 50% and resolved 100% of client and assistant issues on first contact.

Directed EMEA customer experience operations, overseeing SLA compliance, ticket routing, and fraud/security processes in a high-volume digital environment. Improved productivity by 15%, reduced headcount requirements by 11%, increased accuracy by 30% with QA forms, and delivered 90% CSAT while resolving 8 of 10 queries immediately.

Co-developed SOPs, training materials, and QA programs for ride-hailing and delivery operations across LATAM, improving protocol adherence by 20%. Built 3 QA frameworks to raise process compliance by 25% and implemented tools including Omnia, Zendesk, and an app chatbot to drive 26% operational efficiency gains.

Founded and operated a bubble tea business, managing daily sales analysis, inventory, cost controls, marketing, and a small team from launch through operations. Owned end-to-end operational execution to sustain performance over multiple years.

Oversaw staffing optimization, KPI design, and leadership coaching to improve sales conversions by 20% and goal attainment by 25%. Delivered data-driven scorecards and performance reporting to support operational execution.

Progressed from Customer Service Rep to Team Leader and Operations Manager over 7 years, managing global tech and insurance clients across large cross-functional teams. Built SOPs, QA frameworks, and training materials that reduced errors by 15% and improved account performance by 10% on average, while driving a 40% productivity increase and 17% revenue growth through Lean Six Sigma initiatives.

Provided technical support for phone and entertainment devices and supported new agents in reaching performance targets. Developed foundational English-language customer service skills while maintaining service quality in a customer-facing environment.

Studied Business Administration & Finances at iFP Barcelona from 2022 to 2023.

Studied Marketing at UJMD El Salvador from 2005 to 2009.