Profile

A Customer Experience (CX) professional with a background in professional services, focused on delivering impactful solutions through AI and automation. Proven ability to own the solution design process for client onboarding, demonstrating excellent communication skills while leading the full project delivery. Expertise in translating complex Customer Requirements into technical solutions, with a focus on building a positive customer experience and ensuring customer satisfaction through effective relationship management.

Skills & Certificates
CX & Solution Delivery
  • •Client Onboarding
  • •CRM Implementation
  • •Support Operations
  • •KPI Optimization
  • •Relationship Management
  • •Escalation Handling
  • •Guidance & Coaching
Technical Stack
  • •HTML, CSS, Sass, JavaScript
  • •React.js, Astro.js
  • •Flutter, Dart
  • •SQL, T-SQL
  • •Figma, Jira, Confluence
  • •Netlify, Vercel, GitHub Pages
Methodologies & Project Management
  • •Agile (Scrum, Kanban, Waterfall)
  • •Project Scoping
  • •Stakeholder Communication
  • •Technical Documentation, UAT, Use Case Mapping

Certificates
  • •Scrum Fundamentals Certified (SFC)
  • •CCNA: Introduction to Networks (ITN)
  • •Git and GitHub Professional
Professional Experience

Associate Services Consultant

Zendesk⁠
  • •Spearhead the design and deployment of Advanced AI & Automation (AIAA) solutions, configuring Intelligent Triage and conversational bots to automate complex use cases and reduce manual ticket volume.
    • 09/2025 – PresentMexico City
  • •Orchestrate the end-to-end technical implementation of the Zendesk Product Suite (Support, Guide, Ultimate), translating business requirements into scalable workflows to ensure seamless migration from legacy systems.
  • •Analyze client support operations to prescribe automation strategies that improve agent productivity and Customer Satisfaction (CSAT) scores.
  • •Facilitate collaboration between stakeholders and engineering teams, delivering high-value solutions that align with strategic business goals.

    • Senior Specialist, Enterprise Support

    Qualtrics⁠
  • •Managed the complete onboarding journey and project delivery for over 30 enterprise clients, applying strong project management skills to ensure success and customer satisfaction.
    • 05/2024 – 07/2025Mexico City, Mexico
  • •Owned the solution design for customer support automation projects, applying business analysis to translate Customer Requirements into efficient, AI-driven solutions that reduced TTR by up to 90%.
  • •Acted as a product expert to provide guidance and coaching on conversational design, which decreased TTFR by over 90% and drove continuous improvement in the customer experience.
  • •Fostered collaboration between technical teams and clients to resolve complex issues, serving as the primary communication link to ensure effective project delivery.
  • •Performed quality assurance testing on automation workflows, ensuring platform stability and delivering an optimized customer experience across multiple client accounts.

    • Technical Project Manager

    Softdone
  • •Directed the full software lifecycle (SDLC) using Agile/Scrum, translating stakeholder needs into technical specifications (IEEE SRS) and Jira roadmaps to ensure on-time delivery.
    • 11/2022 – 05/2024San Luis Potosí, México
  • •Architected high-performance interfaces with React and Astro, streamlining releases via automated CI/CD pipelines.
    • Projects

    Firedots⁠

    NASA International Space Apps Challenge 2023 - Global Nominee
  • •Led the solution design and UI/UX of an AI-powered emergency response app, integrating neural networks and collaborating with stakeholders to define critical Customer Requirements.
    • 10/2023

    Elaina - AI E-Learning Platform⁠

    Research Intern - Simon Fraser University - Burnaby, Canada (Mitacs Globalink)
  • •Led the scoping and development of an AI-enhanced educational platform.
    • 06/2023 – 08/2023
  • •Developed the interface using React.js and Tailwind CSS and managed the team using Scrum and Jira.
    • Education

    Intelligent Systems Engineering

    Universidad Autónoma de San Luis Potosí⁠
    San Luis Potosí, México