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Malt Strategy
Diego SolisDS

Diego Solis

Manager Operations Toolings and Reporting

€125/day
Paris, FR
3-7 years
Customer Operations
Gestion de projet
Workflow Optimization
Zendesk/Intercom Experte
Strategic ops

Average response time: 1 hour

About Diego

I leverage my Ops background to optimize and manage our support technology stack, focusing on CRMs (Zendesk/Intercom), phone systems (Ujet/Aircall), and AI-driven automation. (within systems)

My firsthand experience helps me tailor tools, reporting, and workflows to enhance efficiency, improve customer satisfaction, and drive data-driven decisions across global teams.

  • English

    Native or bilingual

  • Spanish

    Native or bilingual

  • French

    Fluent

Remote only
Primarily works remotely

Experience

  • Getaround
    Manager Operations Toolings and Reporting
    December 2023 - Today (2 years and 6 months)
    Paris, France
    Key responsibilities include:
    • Collaborating with cross-functional teams to optimize support processes and tooling
    • Identifying and implementing new technologies, including AI-driven solutions, to improve operational efficiency
    • Managing and configuring Zendesk to enhance workflows, automation, and integrations
    • Overseeing phone system solutions, ensuring seamless communication across channels
    • Developing and maintaining dashboards and reports to track performance and KPIs
    Zendesk/Intercom Experte Gestion de projet
  • Getaround
    Senior Customer Support Associate
    January 2020 - January 2024 (4 years)
    Paris Metropolitan Area, France
    • Analyse data with a main focus on CSAT, volume of contacts by country.
    • Dedicated to a car fleet professionals portfolio to provide professional customer support at senior level.
    • Participate to team workshops on CS challenges in order to suggest solutions (tools, access, product, policies, etc.) to reach a better customer satisfaction.
    • Collaborate with all the internal departments (product, marketing, finance, legal, quality, account management, etc.) to improve User experience overall
    • Training agents on new policies, processes and tools.
    • Report quality issues.
    • Monitoring and improvement Help Center articles, ToS and Macros.
    • Reply to public reviews and tweets.
  • Comdata Group
    Customer Care Agent
    January 2019 - October 2019 (9 months)
    Paris, France
    • Pre & Post sales customer support
    • Daily follow-up with customers on Front Office
    • Recollection of information for Post-sales analysis
    • Constant update in company´s data base (SalesForce CRM)
Check out Diego's experience

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Education

  • Excel 2019 esencial Customer Service: Handling Abusive Customers Digital Transformation
    Excel 2019 esencial Customer Service: Handling Abusive Customers Digital Transformation
  • Excel Associate - Microsoft Office Specialist for Office 2019 and Office 365 Sales: Customer Success
    Excel Associate - Microsoft Office Specialist for Office 2019 and Office 365 Sales: Customer Success
Check out Diego's education

Skill set

Scalability
AI in Ops Implementation

Categories