VP Customer Experience & Operations

• Apr 2023 - Present

Director del equipo de Customer Experience & Operations, con el foco en desarrollar las estrategias de la operación que permitan asegurar excelencia operativa y una experiencia única a nuestros clientes, acompañando la escalabilidad de nuestro concepto de automatización. Director del equipo de Customer Experience & Operations, con el foco en desarrollar las estrategias de la operación que permitan asegurar excelencia operativa y una experiencia única a nuestros clientes, acompañando la escalabilidad de nuestro concepto de automatización.

IT Manager

• Nov 2021 - Apr 2023

Manager Technical Support Team B2B

• Jun 2014 - Oct 2021

Manager of the Technical Support team for B2B and B2C businesses. Responsible for the Technical Support teams to ensure the fulfillment of business goals and expectations through demanding SLAs and with a strong customer centric vision.Strong orientation towards intrapreneurship, fostering operational excellence and high performance in teams.In this time during the management that I have in the team, I achieved:- Implement an Agility framework between the support areas, through the framework provided by Scrum (as Scrum Master and Certified Product Owner).- Implement a cycle of continuous improvement strongly driven by Automation, Data Analytics and Everything As a Service initiatives that contributed to achieving excellent results.- Encourage the implementation of a Customer Experience plan to support B2B and B2C businesses.In addition, as a support area, I work with a strong business vision and support commercial and marketing teams to ensure adequate onboarding of products for the different business segments.In this team, I have within my responsibilities, the estimates and follow-up of the execution of the budgets of both CAPEX and OPEX for the area. Show less

Planning and Information Leader

• Oct 2010 - Jun 2014

Leader of the Continuous Improvement team for the operational support of B2B businesses. In charge of the tools and support KPIs for making operational decisions.Design and implementation of the Field Service strategy. Technical Support Engineers team leader.Responsible for the design and monitoring of operational processes.Design and execution of OPEX and CAPEX budget

Jefe de Aseguramiento de Calidad

• Oct 2009 - Oct 2010

Leader of the Continuous Improvement team for the operational support of B2B businesses. In charge of the tools and support KPIs for making operational decisions.Design and implementation of the Field Service strategy. Technical Support Engineers team leader.Responsible for the design and monitoring of operational processes.Design and execution of OPEX and CAPEX budget

NOC Supervisor

• Jan 2008 - Oct 2009

Leader of the Technical Support team for B2B. Compliance and monitoring of Business KPIs. Team development and empowerment of team members in pursuit of compliance with demanding SLA's.

NOC Operator

• Feb 2006 - Dec 2007

During this period, I worked on the backbone network monitoring and incident resolution process. Strongly result-oriented, that is, behind service availability metrics and mean time to resolution.