Open to opportunities

diego herrera abad

@diegoherreraabad

Global Support Director driving incident resolution, process improvement, and customer satisfaction through data-driven operations.

Guatemala

Message

What I'm looking for

I’m looking for a leadership role where I can direct support operations, own SLA compliance, and improve incident resolution and customer satisfaction using KPI-driven process optimization.

I’m a Global Support Director with extensive experience leading global support operations, resolving critical incidents, and coordinating customers and cross-functional teams. I focus on service excellence by ensuring SLA compliance, monitoring operational performance, and driving continuous improvement initiatives.

Across my roles as Operations Supervisor, Coach Assistant, and Customer Service Representative, I’ve strengthened team productivity and quality through KPI monitoring, coaching, and targeted improvement plans. I also bring advanced Excel capabilities for data analysis and management to optimize operational efficiency and enhance customer satisfaction.

Experience

Work history, roles, and key accomplishments

Global Support Director

CLCircular

Jan 2024 - Mar 2026 (2 years 2 months)

Led the global support operation, managing high-impact incident resolution and coordinating customers and cross-functional teams. Drove process optimization, continuous improvement, and ensured SLA compliance.

Customer Service Operations Technical Support Leadership Incident resolution Process Improvement Continuous Improvement SLA Cross Functional Team Management Google Workspace Slack Microsoft Word PowerPoint Project Management

Operations Supervisor

Conduent Business Services De Guatemala S.A.

Jul 2022 - Jul 2023 (1 year)

Supervised customer service teams by monitoring KPIs and operational targets, supporting employee development, and ensuring productivity, quality, and customer satisfaction goals were met.

Customer Service Operations Team Leadership KPIs Operational Targets Employee Development Quality Assurance Customer Satisfaction Google Workspace

Coach Assistant

Conduent Business Services De Guatemala S.A.

Jul 2020 - Jul 2022 (2 years)

Trained and developed customer service teams by analyzing performance metrics, conducting coaching sessions, and implementing improvement plans to optimize operational results.

Performance Metrics Training team development Process Improvement Operational Excellence KPI Reporting Google Workspace

International Customer Service Rep

Conduent Business Services De Guatemala S.A.

Jul 2019 - Jul 2020 (1 year)

Managed UPS international import and export cases, providing guidance on customs procedures, shipping restrictions, and international documentation requirements.

International Customer Support UPS Import Export Case Management Customs