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Diego Avila Zabala

@feravila

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I am an operations manager driving retention, growth, and customer success across digital marketing, BPO, and SaaS.

Colombia

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What I'm looking for

I’m seeking a leadership role in operations or customer success at a growth-focused company where I can scale teams, reduce churn, optimize KPIs, and drive revenue through upsells and cross-functional collaboration.

I am a customer-obsessed operations leader with 8+ years managing high-performing teams and client relationships across digital marketing, BPO, and SaaS. I align operational strategy to client KPIs—CSAT, NPS, RCR—and deliver measurable retention and growth.

I have led paid social and enterprise account strategies that increased ROAS, implemented alert systems to reduce churn, and negotiated expansions with enterprise clients. I bring cross-functional leadership, upselling expertise, and a data-driven approach to optimize KPIs and scale customer success.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Foundever

Manage customer success operations for multiple teams, aligning CSAT, NPS, RCR and retention with operational strategy and delivering quarterly business reviews to identify upsell opportunities. Implemented alert systems to proactively mitigate client churn and negotiated with enterprise clients to expand lines of business.

Customer Success CSAT NPS Upselling Stakeholder Management Reporting

Account Manager

Adsmurai

Jan 2018 - Jan 2019 (1 year)

Owned the client success lifecycle for paid social campaigns across Meta and Google, improving client ROAS through tailored ad strategies and campaign optimizations. Conducted client workshops and upsold complementary ad services by identifying growth opportunities from performance data.

Paid Social Meta Ads Google Ads Campaign Management Upselling Performance Analytics

Digital Account Director

CPC Group

Jan 2016 - Jan 2018 (2 years)

Served as single point of contact for enterprise clients, directing strategy and execution of paid media campaigns while leading cross-functional marketing and creative teams. Boosted client retention through strategic upselling and consistent delivery against KPIs.

Paid Media Marketing Account Management Team Leadership Campaign Execution Upselling Cross Functional Collaboration KPIs

Education

Degrees, certifications, and relevant coursework

EAN University

Business Administration, Business Administration

2015 - 2019

Completed the Business Administration program at EAN University from August 2015 to January 2019.

EAN University

Modern Languages Professional, Modern Languages

2009 - 2014

Completed the Modern Languages Professional program at EAN University from 2009 to 2014; final thesis titled 'Guía terminológica para tratados de libre comercio'.