Chief Customer & Operations Officer

• Sep 2023 - Present

Chief Operating Officer

• Jan 2023 - Aug 2023

• Manage all the operation teams, customer care, customer success, onboarding. • Implement and manage the tools upgrade and migrations to all teams. • Manage all the operation teams, customer care, customer success, onboarding. • Implement and manage the tools upgrade and migrations to all teams.

Head Of Business Operations

• Jul 2017 - Dec 2022

Operations specialist working closely with all teams to ensure the best customer experience. Manage the Business IT Services team, Technical Account Managers (TAM), Implementation teams, Customer Care team, Customer Services, Technical Copywriters and SMB Business Development. Close work with product, sales and technical teams to create, prioritize and launch product evolutions according to customers expectations. Track HiPay products performance, monitoring, manage… Show more Operations specialist working closely with all teams to ensure the best customer experience. Manage the Business IT Services team, Technical Account Managers (TAM), Implementation teams, Customer Care team, Customer Services, Technical Copywriters and SMB Business Development. Close work with product, sales and technical teams to create, prioritize and launch product evolutions according to customers expectations. Track HiPay products performance, monitoring, manage alerting tools and coordinate internal stakeholders to provide appropriate answer to any kind of issue detected. Coordinate internal and external communication around incidents, maintenances and product updates. In charge of the definition and application of all the customer care strategy including tools, budget, teams, communication and KPI. Integration and administration of all communication and CRM tools (Salesforce Sales Cloud, Zendesk, Aircall, Twilio, Plecto, Mailchimp, etc.). Training of all the teams on all HiPay offices to our new tools and processes.

Business IT Services Director

• Jul 2010 - Jun 2017

Director of Sales Engineer department (implementation & integration), Technical Support, Technical Account Managers (TAM) and Product Documentation teams. Primary technical resource for the field sales force, drive and manage the technology evaluation stage of the sales process, work in conjunction with the sales team as the key technical advisor and product advocate for our products. Articulate technology and product positioning to both business and technical users, identify… Show more Director of Sales Engineer department (implementation & integration), Technical Support, Technical Account Managers (TAM) and Product Documentation teams. Primary technical resource for the field sales force, drive and manage the technology evaluation stage of the sales process, work in conjunction with the sales team as the key technical advisor and product advocate for our products. Articulate technology and product positioning to both business and technical users, identify all technical issues of merchants to assure complete customer satisfaction through all stages of the sales process. Direct link between the technical department and the commercial department, participates in upgrades & other internally developed business systems. Hand in hand work with the Business Development, Account Management and Product Management teams. Trusted advisor to merchants / partners for all technical aspects of Allopass, HiPay and all the Hi-media payments products integration. Lead discovery / pre-sales meetings with merchants / partners to determine the optimal solution for their specific environment needs. Guide to Merchants and Partners through Allopass and HiPay implementation both functionally and technically (APIs, SDK and simple scripts).

Web Project Manager

• Feb 2008 - Jun 2010

Web Project Manager (April 2009 – June 2010) Senior PHP/MySQL Developer (January 2008 – March 2009) The primary role as PHP/MySQL developer was to create from scratch a web project that could connect and interact in real time using PHP, Flash and Ajax with the new MMORPG game of the company, Cities XL, leading development and design teams. We connected the project to the game by MySQL, PostgreSQL and SOAP web services to interact with the back office and helpdesk applications… Show more Web Project Manager (April 2009 – June 2010) Senior PHP/MySQL Developer (January 2008 – March 2009) The primary role as PHP/MySQL developer was to create from scratch a web project that could connect and interact in real time using PHP, Flash and Ajax with the new MMORPG game of the company, Cities XL, leading development and design teams. We connected the project to the game by MySQL, PostgreSQL and SOAP web services to interact with the back office and helpdesk applications too using FreeBSD and Ubuntu servers. Show less Web Project Manager (April 2009 – June 2010) Senior PHP/MySQL Developer (January 2008 – March 2009) The primary role as PHP/MySQL developer was to create from scratch a web project that could connect and interact in real time using PHP, Flash and Ajax with the new MMORPG game of the company, Cities XL, leading development and design teams. We connected the project to the game by MySQL, PostgreSQL and SOAP web services to interact with the back office and helpdesk applications… Show more Web Project Manager (April 2009 – June 2010) Senior PHP/MySQL Developer (January 2008 – March 2009) The primary role as PHP/MySQL developer was to create from scratch a web project that could connect and interact in real time using PHP, Flash and Ajax with the new MMORPG game of the company, Cities XL, leading development and design teams. We connected the project to the game by MySQL, PostgreSQL and SOAP web services to interact with the back office and helpdesk applications too using FreeBSD and Ubuntu servers. Show less

Web Developer

• May 2004 - Jan 2008

In this web agency, I was responsible for the entire development of all websites from small to medium-sized businesses, using as first choice PHP technology mixed to Ajax, MySQL and XML, I also developed in ASP, SQL Server and ActionScript. I was responsible for the administration of all the hosting servers of the clients and the company. In this web agency, I was responsible for the entire development of all websites from small to medium-sized businesses, using as first choice PHP technology mixed to Ajax, MySQL and XML, I also developed in ASP, SQL Server and ActionScript. I was responsible for the administration of all the hosting servers of the clients and the company.

Web Developer

• May 2004 - May 2005

Development of all websites for this web agency using as first choice PHP technology mixed to Ajax, MySQL, XML, Flash, ActionScript and administration of the hosting servers of the clients. Development of all websites for this web agency using as first choice PHP technology mixed to Ajax, MySQL, XML, Flash, ActionScript and administration of the hosting servers of the clients.

New Projects Engineer at Andinanet

• May 1999 - Dec 2003

New Projects Engineer (2001 - 2003) Webmaster (1999 - 2000) Andinatel, the principal telecommunications company in Ecuador, create in 1999 the ISP division, Andinanet, me, as one of the founders of this division, I was in charge of the entire creation of the company’s website in ASP technology linked to the SQL Server and Oracle databases. This website gives to all the clients the account consultation services, webmail, support, subscriptions, etc. Since 2001 like New Projects… Show more New Projects Engineer (2001 - 2003) Webmaster (1999 - 2000) Andinatel, the principal telecommunications company in Ecuador, create in 1999 the ISP division, Andinanet, me, as one of the founders of this division, I was in charge of the entire creation of the company’s website in ASP technology linked to the SQL Server and Oracle databases. This website gives to all the clients the account consultation services, webmail, support, subscriptions, etc. Since 2001 like New Projects Engineer I was in charge of the good choice, installation, follow and administration of all the new internet technologies like linux, unix, windows, solaris and tru64 servers for the hosting of our clients and the company web pages and services leading a 5 people team. Show less New Projects Engineer (2001 - 2003) Webmaster (1999 - 2000) Andinatel, the principal telecommunications company in Ecuador, create in 1999 the ISP division, Andinanet, me, as one of the founders of this division, I was in charge of the entire creation of the company’s website in ASP technology linked to the SQL Server and Oracle databases. This website gives to all the clients the account consultation services, webmail, support, subscriptions, etc. Since 2001 like New Projects… Show more New Projects Engineer (2001 - 2003) Webmaster (1999 - 2000) Andinatel, the principal telecommunications company in Ecuador, create in 1999 the ISP division, Andinanet, me, as one of the founders of this division, I was in charge of the entire creation of the company’s website in ASP technology linked to the SQL Server and Oracle databases. This website gives to all the clients the account consultation services, webmail, support, subscriptions, etc. Since 2001 like New Projects Engineer I was in charge of the good choice, installation, follow and administration of all the new internet technologies like linux, unix, windows, solaris and tru64 servers for the hosting of our clients and the company web pages and services leading a 5 people team. Show less

Co-Owner / Web Developer

• Jan 1996 - Dec 1999

As co-owner of a web design and development firm, primary role as web developer in ASP, HTML, JavaScript and Flash, maintain windows and unix hosting servers of the clients in remote data centers. As co-owner of a web design and development firm, primary role as web developer in ASP, HTML, JavaScript and Flash, maintain windows and unix hosting servers of the clients in remote data centers.

Webmaster

• Jan 1999 - May 1999

Administration, maintenance and development of the website for the ABPE (Association of Private Banks of Ecuador). Administration, maintenance and development of the website for the ABPE (Association of Private Banks of Ecuador).