Demian Diaz
Customer Experience @Ramp
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WORK HISTORY
Customer Experience @Ramp
Owned customer issues end-to-end, managing escalations and partnering cross-functionally withProduct, Engineering, and Operations to drive resolution.• Primary customer contact via phone, email, and chat, resolving complex account, product, andtransaction issues in a high-volume fintech environment• Drove high-quality customer outcomes, exceeding productivity KPIs (110%+ SPH) while sustaining a95%+ CSAT. Through proactive communication, empathetic engagement, & clear expectationmanagement.• Led resolution of sensitive disputed transactions, collaborating with Risk to protect customers whilereinforcing trust and long-term retention.
EDUCATION
California State University, Chico
Bachelor's degree, Organizational Communication
ABOUT DEMIAN DIAZ
I\'m a results-driven professional with a passion for problem-solving and workflow optimization to enhance end-user experiences. With a keen ability to analyze processes, I identify opportunities to streamline operations and improve efficiency.I believe in building meaningful connections and providing consultative solutions that empower clients to enhance their day-to-day work life. By understanding their unique challenges, I guide them toward innovative strategies that drive productivity and success
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