Diana Valderrama

Business architect - Project manager - Customer Success @Tech- Banking - E-commerce industries

🔥 Startup Founder💸 Marketing✔️ ITBusiness Owner💼 C-level Executive👍 Sales & BizDev🧨 ConsultingCustomer Success ManagerProduct Consultant✨ Business OwnerCOOProject ManagerBusiness AnalystCustomer ResearcherEngagement Manager

Diana Valderrama is a highly skilled and experienced professional who holds multiple roles within the Tech, Banking, and E-commerce industries. As a Business Architect, she designs and implements business operations structures to align with the company's goals and objectives. As a Project Manager, she oversees various projects, ensuring they are completed in a timely manner and within the budget. In her role as a Customer Success manager, Diana ensures that the customers are satisfied with the products or services they receive, thereby driving customer loyalty and retention. Her diverse skill set and experience make her a valuable asset in these industries.

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Work Background

AivoManager, Customer Success

Mar. 2021Responsibilities: -Designing and executing success plans to ensure customer success with acquired solutions, as to business goals, technical environment, and industry cases -Propose to clients use transactional cases in different industries that impact the business in terms of operative expenditures (OPEX) reduction, revenue-generation, and customer satisfaction (CSAT) -Finding growth opportunities on assigned accounts, by using strategies such as the opening of new channels, implementing integrations via API REST, and others -Analyze customer health to identify risks, potential churns and manage conflicts Key achievements: -Monthly Recurring Revenue (MRR) in Latin America rose by 7% in 2021 -The churn rate in Latin America was less than 3% for assigned accounts -I led the implementation of a virtual assistant to decompress 50% of the appointment schedule in a health entity, through a highly complex project coordinating with a strategic partner, a technical team, and the client.

Grupo INGCO - Ingenio ColombianoOperations and Customer Service Lead

Aug. 2016 - Feb. 2021Responsibilities: -Lead the team to achieve the annual goal of renewal and growth -Automate processes in HubSpot CRM according to customer lifecycle stages. (Inbound marketing, sales, onboarding, and service support) -Create and implement playbooks to train and improve clients' experiences -Designing strategies as needed to each customer by using Customer-Centric and Customer Journey methodologies -Delivery insights to the board regarding analysis of Customer lifetime value (LTV), Customer acquisition cost (CAC), and other unit economics Key Achievements: -During two consecutive years, exceeded the annual renewal goal by 90% -I played a lead role in the implementation of a service customer model that increased user sessions by 40% on the Virtual Plant Platform in 2020

Grupo INGCO - Ingenio ColombianoCoordinadora Operativa y de Servicio

Feb. 2012 - Dec. 2013• Crear y ejecutar el proceso de implementación y facilitación de herramientas tipo AVA (Ambientes Virtuales de Aprendizaje), enfocadas en procesos industriales y áreas de ingeniería para estudiantes y docentes de universidades nacionales, a través de capacitaciones y técnicas de servicio al cliente. • Diseño de estrategias de comunicación y marketing digital para mantener altos niveles de usabilidad de las herramientas virtuales que ofrece la compañía. • Diseño de la estructura de contenidos para la herramienta Virtual Plant, especializada en procesos industriales http://virtualplant.net/, como miembro del equipo de ingeniería.

Mármoles y Mobiliario SASDirectora Administrativa

Jan. 2014 - Aug. 2016Through this role, I was able to be a co-funder for a company, that specialized in the design, supply, and manufacturing of architectural finishes for the construction industry. As part of this entrepreneurship, I gained a broad view of the business world, and I contributed to introducing the direct sales digital channels by which 20% of the total clients were obtained by 2015, besides I achieved a Canadian Colombo Alliance to production and commercialization of furniture in Canada.

Mundial de Accesorios SASAnalista de procesos

Jun. 2015 - Nov. 2015carrera 15 no 12 - 49Cargo:Analista de procesos Tiempo laborado: 5 de junio de 2015 – 30 de noviembre de 2015 (medio tiempo) Teléfono: (+57-1)+2430551 Elizabeth Mesa Berrio – Jefe de personal Logros y funciones desempeñadas: • Acompañar a la gerencia en la elaboración de la planeación estratégica de la compañía y en el establecimiento de políticas bajo normas NIIF. • Supervisar y rendir informes de desempeño de cada puesto de trabajo de acuerdo al manual de funciones. • Realizar control y seguimiento de todas las etapas de los pedidos (15 diarios en promedio) desde la toma por parte del vendedor hasta la entrega a satisfacción del cliente • Realizar control y seguimiento al proceso de facturación. • Establecer mecanismos de control para evitar errores en el alistamiento de los pedidos por parte de los auxiliares de bodega. • Diseño e implementación del proceso de Garantías y Devoluciones • Resolución de casos de rechazos, reclamaciones y devoluciones de mercancía por parte del cliente. • Coordinar semanalmente reuniones entre vendedores y jefe de bodega para socializar precios, referencias nuevas, faltantes de mercancía e incidentes con clientes, generando acciones correctivas y de mejora.