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What I love is doing CX

I specialize in implementing CX solutions with clear results.

Project Manager / Product Owner / CX / AI agents

I design and implement your Customer Experience solution with a modern approach and current technologies, grounded in best practices and always focused on cutting costs and improving service quality.

Let’s talk about your caseHow I work
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Portrait of Jhoan Zabala smiling, wearing glasses and a black t-shirt
Jhoan Zabala Project Manager / Product Owner / CX / AI agents

How I work

Design comes first. I won’t tell you: buy or install this without reviewing first.

If someone tells you “Buy or install this software” without first reviewing your company’s or project’s processes and goals, you started wrong. The first thing I do is understand the problem or challenge, then design the best experience. The tool is the last thing to consider.

  1. 01
    1. Understand the problem
    2. Identify improvements
    3. Design the solution
    4. Implement
  2. 02
    1. Implement
    2. Train the team
    3. Rollout
    4. Support & continuous improvement
  3. 03
    1. Repetitive tasks
    2. AI & Automation
    3. Measure results
    4. Cost reduction
  1. 01

    Understand the problem.

    Don’t implement anything without reviewing the problem first.

  2. 02

    Implementation & continuous improvement.

    Once it’s defined, we take action.

  3. 03

    AI & Automation and cost reduction.

    Then we bring in AI, automate, and cut costs.

Stack

The technologies I use most

  1. 01

    CX & sales

    • Zendesk
    • Intercom
    • Salesforce
    • Genesys
    • Twenty CRM
    • Chatwoot
  2. 02

    Channels & marketing

    • WhatsApp for Business
    • Meta Administration
    • Messaging
    • Typebot
    • Mautic
  3. 03

    AI & integrations

    • AI agents
    • OpenAI API
    • Claude Code
    • Codex
    • API REST
  4. 04

    Analytics

    • Google Analytics
    • Plausible
    • Looker
    • Power BI
    • Amazon Redshift
  5. 05

    Product & delivery

    • Figma
    • Jira
    • Git
  6. 06

    Infrastructure & data

    • AWS
    • Docker
    • PostgreSQL
    • MongoDB
    • Railway
    • Vercel

Have a use case you’d like to review?

Let’s talk, the first meeting is on me, no charge =)

Let’s talk

Results

My achievements, in numbers

  • 09+ years building CX experiences

  • 33+ projects successfully implemented

  • 80% reduction in Opex

  • 47% decrease in first response time (FRT)

  • +33 NPS points reached

  • 1.3% abandonment rate

Testimonials

What my clients say

  • “Thanks to the work done by Jhoan, we were able to carry out an improvement in our Zendesk implementation, we audited the instance, adjusted workflows and improved the reporting we had built aimed at tracking our KPIs.”

    Karla Fuenmayor Rankmi

  • “Jhoan did an excellent job understanding our situation with Zendesk first and from there improving what we had implemented, we went from a basic instance to a completely solid one, with Zendesk Talk, email and an AI flow in the chat channel. 100% recommended!”

    Luis Yndigoyen MOMENTO Global Fintech

  • “Jhoan helped us with a Zendesk audit, we managed to identify what we use and what we don’t. In addition, he guided us on how to carry out the Zendesk integration with Magento.”

    Alvaro Calás Oxford Chile

  • “I had the opportunity to count on Jhoan’s support for the Zendesk implementation of omnichannel service projects at two organizations. His assistance was fast and exceptional, successfully setting up the omnichannel service channel, the Knowledge Center and the reporting dashboard. We gained traceability of our metrics and an effective integration with the organization’s internal systems.”

    Merigen Apaza UPAL - Perú

Blog

I like talking about CX

On my blog you’ll find content about CX, industry updates, demos of different platforms, and Zendesk announcements.

Latest articleAn autonomous refund agent for my Zendesk instance
Visit the blog