federico herrera
@federicoherrera
Account Manager specializing in time-critical client operations and escalation ownership.
GuatemalaWhat I'm looking for
I’m a client-facing Account Manager who takes ownership end-to-end for multi-account portfolios, especially when competing deadlines and escalations demand calm, decisive execution. Known for building the documentation and follow-through systems that make service delivery reliable, I resolve high-visibility client issues without waiting for leadership escalation.
At DHL Global Forwarding, I lead day-to-day account relationship management for a concurrent multi-account client portfolio across pharmaceutical, perishable, apparel, and dry cargo shipments. I instituted a structured weekly reporting cadence that replaced passive KPI reporting and became the standard across the wider account team, and I authored bilingual (English/Spanish) onboarding and documentation to standardize regional compliance.
Previously, at the International Organization for Migration (United Nations), I reduced client case resolution time by 20% and sustained a 95% client satisfaction rate by designing new account-management procedures across multidisciplinary teams. Earlier, at Fiverr, I maintained 95% client satisfaction while cutting average resolution time by 25%, building training materials and escalation procedures adopted as the company-wide onboarding standard.
Experience
Work history, roles, and key accomplishments
Owned day-to-day client relationship management and escalation response for a concurrent, multi-account air freight portfolio across multiple cargo types. Implemented a structured weekly reporting cadence and served as primary point of contact for time-critical, regulatory-sensitive client issues.
Senior Client Experience Specialist
International Organization for Migration
Oct 2023 - Feb 2025 (1 year 4 months)
Designed and rolled out new account-management procedures across multidisciplinary teams, reducing client case resolution time by 20%. Maintained a 95% client satisfaction rate while coordinating escalated, time-sensitive cases and producing recurring client- and donor-ready reporting documentation.
Managed a high-volume, multi-timezone client caseload independently and remotely, maintaining a 95% client satisfaction rating while cutting average resolution time by 25%. Created training materials and escalation procedures that were adopted company-wide, and independently resolved complex client disputes without leadership escalation.
Aviation & Travel Operations
Delta Air Lines
Jan 2006 - Jan 2016 (10 years)
Delivered multilingual, live client service across airport operations while meeting KPI targets for handling time and satisfaction. Managed real-time, client-facing escalations such as rebookings, disputes, and service recovery under international operational pressure.
Aviation & Travel Operations
Copa Airlines
Jan 2006 - Jan 2016 (10 years)
Delivered multilingual, live client service across airport operations while meeting KPI targets for handling time and satisfaction. Managed real-time, client-facing escalations such as rebookings, disputes, and service recovery under international operational pressure.
Delivered multilingual, live client service across airport operations while meeting KPI targets for handling time and satisfaction. Managed real-time, client-facing escalations such as rebookings, disputes, and service recovery under international operational pressure.
Delivered multilingual, live face-to-face client service across cruise operations while meeting KPI targets for handling time and satisfaction. Managed real-time, client-facing escalations such as rebookings, disputes, and service recovery under live operational pressure across international teams.
Education
Degrees, certifications, and relevant coursework
Panamerican Business School
Bachelor's Degree in Artificial Intelligence & Business Analytics, Artificial Intelligence & Business Analytics
2024 -
Pursuing a Bachelor's degree in Artificial Intelligence & Business Analytics at Panamerican Business School (2024–2026).
Galileo University
Bachelor's Degree in Design & Communication, Design & Communication
2020 - 2024
Completed a Bachelor's degree in Design & Communication at Galileo University (2020–2024).
Tech stack
Software and tools used professionally
Availability
Location
GuatemalaAuthorized to work in
Job categories
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