Diego Huertas

☀︎ Lima, Santiago de Surco DIEGO HUERTAS Albor l Coaching & Development ᛉ Linkedin Profile PROFESSIONAL SUMMARY Customer Experience and Training Specialist with experience managing high-volume support and eCommerce operations across insurance, financial services, and retail. Handled 20,000+ customer interactions via phone, email, video and chat, resolving complex cases related to billing, technical issues, and order lifecycle management. Skilled in Salesforce, Genesys, Five9, Google Workspace and Office 365 with a strong focus on efficiency, customer satisfaction, and continuous improvement. Experience in training and coaching teams to enhance performance. EXPERIENCE Coaching & Leadership Experience Founder & Ontological Coach November 2025 – Present Albor | Coaching & Development EDUCATION Ontological Coaching Certification Axon Training, Buenos Aires (2024) Business Administration Certus, Lima (2023) Logistics Management Zegel IPAE, Lima (2019) English Certification (C2 Proficient) EF SET (2026) PROJECTS Training & Onboarding Development Designed training materials and facilitated onboarding sessions. Mentored new hires, improving adaptation time and performance readiness. Coaching & Personal Development Delivered structured coaching processes focused on sustainable personal and professional growth. Helped individuals improve communication, leadership, and decision-making skills. Facilitate coaching sessions focused on leadership, self-awareness, and personal transformation. Guide individuals through decision-making, career transitions, and mindset development. Design personalized frameworks integrating emotional intelligence, communication, and body awareness. Foster safe environments that promote clarity, confidence, and goal alignment. Training, Coaching & Customer Experience Specialist Staffboom / Foundever / Concentrix September 2023 – October 2025 Delivered training, onboarding, and coaching to enhance team performance and service quality across multiple accounts. Provided multi-channel customer support (phone, email, chat, video), handling high-volume interactions and resolving complex cases across insurance, retail, financial services, and eCommerce. Successfully managed and resolved 20,000+ customer tickets, maintaining high accuracy, customer satisfaction, and SLA compliance. Specialized in eCommerce operations, supporting full order lifecycle including purchases, returns, refunds, shipping coordination, and post-sale experience. Managed workflows using Salesforce, Genesys, and Five9, ensuring efficient case tracking, documentation, and follow-ups. Collaborated with cross-functional teams (logistics, billing, IT, underwriting) to resolve escalations and optimize processes. Identified service gaps and contributed to continuous improvement initiatives, enhancing customer experience and operational efficiency. VOLUNTEER EXPERIENCE Career Guidance & Motivation Coach Community / Independent Initiative 2024 – Present Provided coaching sessions for students and young adults exploring career direction and academic decisions. Facilitated self-discovery to identify strengths, interests, and values, while guidinggoal setting and decision-making. Delivered motivational support to build confidence and encourage clarity and proactive action.