Deiver Herrera Forero

Results-driven Client Care, Sales and Customer Service professional with more than four years of experience supporting U.S.-based clients in financial services, technology and immigration-related industries. Experienced in consultative sales, appointment scheduling, payment processing, CRM pipeline management, customer retention and handling sensitive financial information.

Civil

Engineering background adds strong analytical thinking, attention to detail and problem-solving capabilities.

Client Care Specialist at Quetzal (via Adecco) (2026-03 – 2026-06)

• Managed inbound and outbound communications with prospective and existing clients throughout immigration-related legal service processes.
• Scheduled consultations and follow-up appointments while maintaining accurate records in CRM systems.
• Processed payments and handled sensitive customer information, including credit card data, in compliance with company policies and security standards.
• Conducted appointment confirmations and provided ongoing updates regarding case progress.
• Generated additional revenue through cross-selling and upselling complementary services related to immigration legal processes.
• Monitored and updated sales pipelines, documenting customer interactions and tracking lead progression.
• Assisted clients with psychosocial interview preparation services designed to strengthen immigration cases.

Customer Care Executive at EXL Service Colombia (2025-08 – 2026-02)

• Provided customer support for a U.S.-based financial institution specializing in retirement and investment accounts.
• Assisted account holders with IRA distributions, rollovers, transfers, and investment-related inquiries.
• Educated customers on retirement account regulations, fees, interest rates, and tax documentation, including Form 1099-R.
• Resolved account-related concerns while ensuring compliance with financial industry standards.
• Delivered accurate and professional service in a high-volume inbound call environment.

Associate – Account Management at Sutherland Global Services (2022-08 – 2025-07)

• Delivered customer support through LivePerson messaging for a leading global music streaming platform.
• Troubleshot account access issues, login failures, application errors, and subscription-related concerns.
• Investigated account takeover (ATO) cases and assisted customers with security-related matters.
• Resolved billing disputes, payment failures, unauthorized charges, and subscription management requests.
• Provided clear explanations regarding platform policies, terms and conditions, and account features.
• Maintained high customer satisfaction by delivering efficient and empathetic support through digital channels.

Customer Service Representative at Atento Colombia (2022-01 – 2022-06)

• Provided inbound customer support for a U.S.-based banking institution.
• Processed internal account transfers and submitted refund requests on behalf of customers.
• Assisted clients with debit card replacement requests, account closures, and account maintenance services.
• Handled fraud-related inquiries and charge dispute investigations.
• Educated customers on banking products, account features, and available financial services.
• Maintained strict confidentiality while handling sensitive financial and personal information.

B.Sc. in Civil Engineering – Universidad Cooperativa de Colombia (2018)

High School Diploma – Colegio Germán Arciniegas (2010)