Hi, I’m
Diana Herrera
Issaquah,WA
Summary
Experienced professional with a strong background in the tech field, finance, retail, corporate, and investment banking. Proven success in account management and customer-facing roles, working with startups and large enterprise-level brands. Skilled in achieving monetization milestones, managing client portfolios, and driving desired outcomes. Adept at assessing customer needs and recommending solutions. Committed to building strong customer relationships and identifying revenue opportunities. Accustomed to driving efficiency and effectiveness by delivering and supporting strategic plans. Demonstrated skill in translating technical requirements to business solutions.
Overview
10
years of professional experience
Work History
Blueprint Technologies LLC
Solutions Delivery Manager
09.2022 - Current
Job overview
- Identified and clarified customers' needs, conducted research on issues, and offered effective solutions.
- Cultivated strong client connections, prioritizing proactive engagement to ensure satisfaction.
- Recorded all interactions accurately and comprehensively within internal tools.
- Delivered world-class customer service by adhering to departmental policies and standards.
- Collaborate with clients to troubleshoot and resolve issues promptly.
- Provide high-touch customer support to ensure issue resolution.
- Troubleshoot problems, following established procedures and using appropriate resources.
- Consistently meet and exceed performance SLAs in a fast-paced, dynamic environment.
- Multitask between multiple tools and apply knowledge to customer situations.
Saxo Bank
Senior Sales Account Manager
08.2015 - 02.2021
Job overview
- Oversee opportunity pipeline and ensure quality control.
- Manage account planning, call reporting, lead generation, pipeline management, and implementation acceleration.
- Develop sector and derivative market knowledge, and electronic trading strategies.
- Assist in implementing and managing derivatives portfolios.
- Provide quarterly client data and performance results reports to support business growth and client onboarding.
- Analyze data to design and structure investment solutions and strategies.
- Demonstrate product knowledge in Forex, FX forward, FX options, CFDs, stocks, ETFs, futures, bonds, options, commodities, mutual funds, and managed portfolios.
- Educate clients on margin trading, asset classes, and trading platforms.
- Build client relationships through assistance, monetization, and engagement strategies.
- Collaborate with cross-functional teams to develop customer service strategies and improve operational activities.
ING Bank
Middle Office Manager
03.2014 - 05.2015
Job overview
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Advised on relevant accounting standards, regulations, and conceptual/financial reporting frameworks through monitoring and evaluation.
- Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
- Facilitated front office by delivering performance data, analyzing trading activity, and mitigating risks.
- Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
Education
University of Szeged Szeged, Hungary
MBA from Business Communication
06.2011
Skills
- Scope Management
- Business Analysis
- User Acceptance Testing
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Multitasking
- Excellent Communication
- Team Collaboration
- Decision-Making
- Relationship Building
- Task Prioritization
- Analytical Thinking
- User Support
- Project lifecycle management
- Analytical Skills
Additional Information
Green Card Holder, no need for sponsorship.
Languages
English
Native or Bilingual
Hungarian
Native or Bilingual
German
Limited Working
Czech
Elementary
Timeline
Solutions Delivery Manager
Blueprint Technologies LLC
09.2022 - Current
Senior Sales Account Manager
Saxo Bank
08.2015 - 02.2021
Middle Office Manager
ING Bank
03.2014 - 05.2015
University of Szeged
MBA from Business Communication
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