Diego Cristales
a R Analyst @IGS Energy
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WORK HISTORY
a R Analyst @IGS Energy
Dublin, OH, US
Owned a $320K at-risk portfolio, managing customer health signals and dispute resolution to protect retention and ensure consistent outcomes.• Managed weekly portfolio coverage of 500 at risk accounts, prioritizing outreach through segmentation and documented action plans. Achieve over 50% resolution outcomes.• Led escalations end-to-end by coordinating Finance, Legal, and Customer Service, clarifying internal ownership and improving customer-facing updates and consistency.• Built an Excel macro-based segmentation and tracking system to prioritize highest-risk accounts, reduce admin load, and keep cases audit-ready.• Analyzed recurring dispute drivers and repeat-issue patterns to reduce repeat issues and prevent avoidable customer friction.
EDUCATION
Humboldt-Universität zu Berlin
Deutsche Sprachschule, German
The University of Winnipeg
Applied Computer Science
Vatel Switzerland
Bachelor's Degree, International Business/Trade/Commerce
University of Sussex
Master of Science - MS, Sustainable Development
SKILLS
ABOUT DIEGO CRISTALES
Profesional multilingüe orientado al cliente, con más de 8 años de experiencia en gestión de cuentas y operaciones de servicio en los sectores de energías renovables y hotelería. Me especializo en onboarding de clientes, gestión de riesgos y retención. Convirtiendo señales del cliente y datos de desempeño en planes de acción claros que mejoran resultados.Destaco profesional en inglés, español, frances y alemán. Aporto una perspectiva global a cada reto. Siempre con ganas de aprender, adaptarme y generar valor en entornos dinámicos.
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