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

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.

    • Web Developer

    Softdone
  • •Developed customer-facing interfaces with an emphasis on UX and accessible conversational design, requiring clear communication skills to understand user needs for a better customer experience.
    • 11/2022 – 05/2024San Luis Potosí, México
  • •Implemented a release management process using CI/CD tools, ensuring seamless collaboration between development and operations for continuous deployment.

    • Research Intern

    Simon Fraser University - Mitacs Globalink
  • •Led project scoping and Use Case discovery sessions, demonstrating effective communication by presenting findings from business analysis to a multicultural team and stakeholders.
    • 06/2023 – 09/2023Vancouver, British Columbia, Canada
  • •Applied strong management skills to direct a team using Scrum and Jira, exceeding stakeholder delivery expectations through clear goals and constant collaboration.
    • Projects

    Firedots

    NASA International Space Apps Challenge 2023 - Global Nominee
  • •Led the solution design and development of an AI-powered emergency response application, defining the primary Use Case and integrating neural networks to process critical data.
    • 10/2023
  • •Directed the UI/UX design in Figma, fostering collaboration with emergency services stakeholders to define Customer Requirements and build a trusted, user-centric customer experience.

    • Pocket U

    NASA International Space Apps Challenge 2022 - Global Nominee
  • •Managed the end-to-end project delivery for an educational platform, overseeing all phases from translating user needs into intuitive Figma designs to final deployment to improve the customer experience.
    • 10/2022
    Education