Bogota, D.C., Capital District, Colombia
Operations, CX, and product leader with 6+ years turning customer pain into measurable business outcomes across CX, logistics, ridesharing, legaltech, and agtech. I pair a Computer Science background with hands-on AI: I build multi-agent systems, predictive CSAT models, and Voice-of-Customer pipelines that analyze 100% of customer conversations in real time — moving teams from blind spots to full visibility. And I ship: I deploy AI artifacts straight to production without consuming engineering sprints. Recent impact: • Raised support retention from 61% to 66% in under 4 months using AI agents, screen-friction reduction, and user segmentation (Rappi). • Built Voice-of-Customer systems that went from scoring 10% to 100% of interactions, cutting support ticket volume ~20% by surfacing hidden product friction. • Led CX/Ops teams that lifted CSAT from 3.3 to 3.9 and quality from ~60% to 90%+, unlocking contracts for ~3,000 additional agents. Toolbox: SQL · Python · Power BI · Snowflake · Airflow · LLMs (Claude, ChatGPT) · Figma · Scrum/Kanban. Open to Operations/CX Lead and Product Manager (AI/CX) roles — remote (US / LATAM / global). Bilingual English–Spanish.
• Lead support and user retention, raising support retention from 61% to 66% in under 4 months through AI agents, user segmentation, and screen-friction reduction. • Built a Voice-of-Customer portal (Claude, Claude Code, Figma, Airflow, Coolify) with a data pipeline that analyzes 100% of customer conversations across all verticals. • Trained a synthetic CSAT model that moved interaction scoring from 10% to 100% coverage, auto-classifying pains (product, ops, assignment, demand, support) by area, city, and vertical. • Routed prioritized issues to owning teams, turning raw conversations into quantified, actionable insights for stakeholders.
• Co-founded an agtech startup analyzing multispectral satellite imagery for precision-agriculture decisions; led daily operations and LATAM growth. • Cut image-processing errors by 30% via QA protocols and automation; reduced cloud costs 30% through a consumption-based AWS architecture. • Closed ~6 clients including public-sector/government; managed contracts and end-to-end delivery of hundreds of images per cycle.
-Spearheaded data-driven initiatives for 5 LATAM countries, improving CX and operational efficiency. • Cut store support questions ~40% by closing onboarding knowledge gaps; reduced failed orders from closed stores with pre-close pop-ups and per-dish prep-time logic. • Detected courier fraud and abuse (5–10% of couriers) using Gaussian outlier analysis and designed graduated suspensions, lowering support cost and bad experiences.
• Analyzed large datasets to identify user behavior patterns, fraud risks, and growth opportunities. • Used NLP to find ~75% of cancellation complaints were about slow (~2-week) refunds; accelerated refunds and cut that contact reason to 42%. • Segmented users with a Gaussian model to auto-approve low-risk refund requests, reducing cost and delay; correlated rain with a ~20% rise in order problems.
• Led 15 analysts managing 125+ international logistics accounts. • Built a "Red Flags" early-warning model that flagged at-risk accounts 3–4 weeks ahead, reducing account churn. • Launched a new data-analytics business line sold directly to clients (closed 5 clients) and cut analyst idle time from 10% to 3.3%.
-Created KPIs and dashboards using Java (OOP), Power BI, and DAX. -Processed and visualized operational data to guide decisions for 25+ clients. -Delivered insights that improved route planning and staffing efficiency.
-Led international support teams across training, QA, and performance delivery. -Improved QA compliance from 63% to 90% in under 4 months. -Reduced onboarding time by 25% and elevated new hire performance.
-Provided customer support and technical assistance for global accounts. -Recognized for top-tier client service and problem resolution.