Diego Soto Carvajal

Operations, Customer Support, and Logistics professional with experience managing high-volume workflows, coordinating cross-functional operations, and supporting business performance in fast-paced, global environments. Proven ability to handle complex customer and operational inquiries, ensure SLA compliance, and maintain high levels of data accuracy across ERP and CRM systems (SAP, Zendesk). Strong expertise in KPI tracking, reporting, and process optimization, with a proactive mindset focused on operational efficiency, scalability, and service excellence.

Bilingual (English/Spanish) with strong stakeholder management, problem-solving, and communication skills.

Control Tower Coordinator, DHL Global Services

2023 to 2026

• Managed end-to-end shipment tracking across international logistics operations, ensuring SLA compliance and on-time delivery
• Handled high-volume case management in SAP and Zendesk, maintaining data accuracy and operational visibility
• Acted as key point of contact for internal stakeholders, external carriers, and enterprise clients (B2B support environment)
• Resolved shipment exceptions, delays, and escalations, minimizing service disruptions and improving delivery performance
• Prioritized and managed multiple cases based on urgency, SLA impact, and business risk
• Generated KPI and performance reports in Excel to support decision-making and continuous improvement
• Collaborated with cross-functional teams to optimize workflows and reduce operational bottlenecks

Junior Project Specialist (Contractor), HPE – Aruba

2022 to 2023

• Supported end-to-end project operations, including logistics coordination, scheduling, and execution
• Managed ticket queues in Zendesk, ensuring timely resolution and escalation of issues
• Coordinated with field technicians, store managers, and internal teams across North America
• Monitored project progress and identified risks, implementing mitigation actions
• Tracked KPIs and project milestones through Excel reporting
• Maintained accurate records across systems, ensuring operational consistency

Technical Support, Teleperformance - Wacom

2021 to 2022

• Managed reverse logistics operations (RMA), including case creation, shipment tracking, and returns coordination
• Resolved logistics and product-related issues in alignment with SLA requirements
• Coordinated with carriers and internal teams to ensure efficient case resolution
• Maintained accurate operational records and supported reporting processes
• Identified recurring issues and contributed to process improvements

Customer Service, Amazon

2018 to 2020

• Delivered high-volume customer support via phone, email, and chat across a wide range of customer inquiries
• Assisted customers with product questions, order status, returns, refunds, and account-related issues
• Resolved issues related to shipments, including delays, lost packages, and incorrect deliveries
• Troubleshot basic technical issues related to account access and platform usage
• Handled returns and refund processes, ensuring accuracy and customer satisfaction
• Consistently met KPIs such as CSAT, response time, and resolution rate

Business Administration in Business Administration – Ulacit