Diego Rodas

Experience

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  Allied Global BPO

  Nov 2009 - May 2012

  Executive Resolution Agent

  Managed escalated customer cases, resolving high-priority issues and retaining clients.Conducted customer experience audits, ensuring compliance with service quality standards.Trained and mentored junior agents, improving team performance and customer resolution times.Assisted in developing customer retention strategies, and reducing Customer turnover by providing tailored solutions.

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  Xerox

  May 2012 - Apr 2019

  - Created and led the Quality Assurance team (8 people). - Established KPIs in the organization. - Led the implementation of a USD11-million contract for the US government Processed and verified client invoices and billing records, ensuring accuracy in financial transactions.Coordinated with finance and sales teams to resolve invoice disputes and optimize revenue flow.

  • Xerox Virtual Sales Administrator

    Dec 2015 - Apr 2019

  • Client Associate - Pre Biller

    May 2012 - Nov 2015
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  Ministerio Publico

  Aug 2013 - Oct 2013

  Assitance on Bank Robbery Unit cases, investigations and In Flagrante delicto and assitance with legal requirements for investigations Evidence collection at crime scenes, fingerprinting corpses, assitance at packing evidence (drugs, money and ballistics evidence) and guidance on crime scenes reconstruction.

  • Internship - Prosecution against Organized Crime

    Oct 2013 - Oct 2013

  • Internship - Evidence Collection Unit Internship

    Aug 2013 - Oct 2013
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  HCL Technologies

  Apr 2019 - Nov 2023

  - Led 30+ direct reports who support Sales teams with pricing, quoting and order processing. - Worked closely with Sales, Operations, Finance, Solutions Architect, and Implementation to gather the inputs to determine the pricing strategy for new deals and renewals for different market units such as Healthcare and Education, Federal, and State and Local. - Worked on cross-functional teams, in 10 months, I resolved 73% of a backlog of 103 billing issues. - Consistently improved and achieved CPIs and KPIs while ensuring compliance with the company’s policies. Show less

  • Xerox Junior Operations Manager

    Apr 2020 - Nov 2023

  • Xerox Team Lead - Sales Administration

    Aug 2019 - Apr 2020

  • Xerox Virtual Sales Administrator

    Apr 2019 - Aug 2019
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  Conduent

  Nov 2023 - now

  Pricing Analyst II & Financial Modeler

  -Developed the financial models and pricing strategies of 7+ contracts won worth USD 60+ million.-Largest contracts won: USD 26.1M, USD 9.3M, & USD 6.4M.-Develop and present Financial models to support the sales process for Business Process Outsourcing in Europe, Asia, North, Central & South America. -Work together with Sales, Solutions Architect, Transition, IT & Accounting to convene on the best pricing strategy for the customer