Computer Engineer, Digital Product Owner, and Full-Stack Developer with 10+ years of experience in technology, digital products, and Customer Experience. I connect business objectives with technical solutions, lead multidisciplinary teams, and manage platforms and regional operations across 12 countries. I maintain hands-on software development and integration experience, and currently build TypeScript applications with Claude Code and Codex.

• 10+

  years across technology, product and CX

• 12

  countries within regional scope

• 33+

  CX projects managed

1. Digital Product Owner

   Feb 2023 — Present

   Millicom — TIGO

   • Lead the evolution of cloud Customer Experience solutions across 12 countries and coordinate a 9-person team composed of 5 developers, 1 architect, 1 DevOps engineer, 1 CRM consultant, and 1 DBA.
   • Lead initiatives migrating from Zendesk to Chatwoot and implementing Mautic, coordinating platform and process changes.
   • Have led AI solutions for CX, including RAG for the Chatwoot Help Center, custom Typebot and AI bots, and Zendesk AI Agents configuration.
   • Connect business, operations, and technology needs, tracking outcomes such as cost reduction, improved response and resolution times, and increased NPS.

2. IT Project Manager

   Sep 2021 — Feb 2023

   Zerviz

   • Led teams of up to 6 people and managed 29 Customer Experience solution implementation projects.
   • Coordinated projects based on Zendesk, Five9, AWS Connect and other customer service platforms.
   • Applied Agile practices including Scrum and XP to organize deliverables, teams and work tracking.

3. Solution Consultant & Zendesk Administrator

   Dec 2017 — Nov 2021

   Zerviz

   • Implemented 15 CX projects as a solutions consultant and Zendesk administrator, gathering needs and adapting platforms to customer processes.
   • Programmed integrations and solutions using JavaScript, Node.js, Express.js, and Python, connecting REST APIs with MySQL and NoSQL databases; used Git for version control.
   • Led customer support, auditing, and continuous improvement processes, coordinating functional and technical adjustments.

4. Web Developer / Crawler

   Sep 2016 — Dec 2017

   Bandit / Nubelo — NetRivals Project

   • Joined a 6-person team building market and competitive analytics solutions for Europe.
   • Developed web solutions with JavaScript, Node.js, Express.js, PHP, and Python, using MySQL and NoSQL databases and Git for version control.

5. Web Developer Front & Back-End

   Jan 2016 — Dec 2017

   PortalHook

   • Worked as a Full-Stack Developer for a Venezuelan startup, using JavaScript, PHP, HTML, and CSS across Back-End and Front-End components.
   • Contributed to the development of a technology platform focused on Wi-Fi connectivity.

6. Control Technician

   Sep 2015 — Jan 2016

   BekeSantos

   • Monitored DIRECTV services at server and database level; developed a PHP and JavaScript module to analyze performance and visualize transactions.

7. Technical Support Analyst

   Feb 2014 — May 2015

   e-Business Corporation C.A.

   • Provided on-site and remote technical support; configured SAP NetWeaver and WTS; managed equipment, wired networks and corporate systems.

• Product & delivery

  Roadmaps, backlogs, prioritization, user stories, Scrum, Design Thinking, Jira, Monday and Wrike.

• CX & operations

  Zendesk, Intercom, CRM, WFM, SLA, AHT, NPS, self-service and BPMN process modeling.

• AI & automation

  Zendesk AI Agents, Intercom Fin, OpenAI, Claude, n8n, Zapier, webhooks and open-source platforms.

• Data & analytics

  Zendesk Explore, Looker Studio, Mixpanel, Google Analytics, operational metrics and forecasting.

• Full-stack development

  Hands-on experience with JavaScript, TypeScript, PHP, Python, HTML, CSS, Node.js, Express.js, React, NestJS, SQL, MySQL, PostgreSQL, NoSQL, GCP, and Git.

• AI-assisted development

  Frequent use of Claude Code and Codex to build web or mobile applications, create AI agents, and perform advanced data analytics.