Self-reported as: “I struggle but I can - Intermediate”

Skills & tools

About

Work preferences

Job type

Consulting, Freelance / Independent, Full-time, Part-time

Company size / type

Early-stage startup (0-20), Growth-stage startup (21-200), Large/multinational (200+), Nonprofit / NGO, Social/Environmental Impact Company

Culture

Large Company

Industries

Information Technology

Hours

EST business hours

Remote experience

For Uruguay and Colombia.

Salary context

Benchmarks for SMB non-tech role · Senior (7+ yrs).

US figures from BLS OEWS 2024 + Glassdoor; India figures from US SMB offshore vendor pricing. Adjusted for the candidate's seniority.

Work experience

1. CX Leader · UTRACE SAS

   Dec 2024 — Present

   Led assisted Contact Center | Coordinated and supervised commercial and technical processes for accident victims | Analyzed and controlled area metrics and executed necessary changes to improve experience and reduce human intervention | Designed and…

2. Compliance and Processes Specialist · ATENTUS ARG - PRISMA MEDIOS DE PAGO SA

   Jan 2024 — Nov 2024

   Managed technology projects and internal process documentation, created dashboards to facilitate decision-making. Consulting and support for managing audit responses, mapping, and improving process documentation and knowledge bases. Collaborated…

3. Processes and CX | Digital Contact Center, Bots, IVR Lead · EDENOR ARG

   Sep 2022 — Jan 2024

   Project Manager/PO: Focal point for gathering, mapping, designing, and implementing solutions with a technical and commercial omnichannel focus | Analysis and prioritization of improvement proposals for processes to be automated - digitized |…

4. Customer Service PO, Digital Relationship Channel & PADI Lead · BANCO PATAGONIA

   Mar 2022 — Oct 2022

   Tracked projects, synergized with multidisciplinary stakeholders, focused on Customer Centric and Digital First in roadmap execution and maintenance. Built and managed a prioritized backlog with estimated and refined user stories, detailing product…

5. Lead for Service Models and Demand, Telephone and Digital Channel · TELEFÓNICA-MOVISTAR HISPAM

   Jan 2021 — Mar 2022

   Tracked strategic projects, identified and shared best practices among countries with a digital mindset using agile methodologies in multi-country innovation hub co-creation. Project Manager and Scrum Master (Scrumban) HISPAM - Product Owner…

6. Coordinator of Planning and Dispatch of High-Value Services · Kenwin SA (Contact Center)

   Dec 2016 — Jan 2021

   Led technical multichannel / omnichannel Contact Center with operation in charge: 365 reps (+ team leaders/leaders/analysts). Adapted and implemented process improvements with cost and inefficiency reductions: 10% in 2019 and 2020. eNPS…

7. Sr. Analyst of Forecasting and Planning · UBA

   Oct 2012 — Dec 2016

   Implemented and executed inbound / outbound B2B and B2C campaigns in synergy with the Real-Time Management area. Focal point for tracking projects and implementing the Workforce circuit for Collections and B2B COPC VMO- PSIC's; Service metrics…

8. Jr. Analyst of Planning · ATENTO

   May 2007 — Jan 2012

Education

1. — · UFASTA

   2026
   · Digital Business Development
2. — · UCES

   2025
   · Technical Education
3. University Technical Degree · UTN FRBA

   2023
   · Administration
4. Technical Degree · I.S.A.P

   2006
   · Organizational Management
5. High school diploma · I.S.A.P

   2006
   · Economics and management of organizations

Achievements

• Adapted and implemented process improvements with cost and inefficiency reductions: 10% in 2019 and 2020.
• eNPS (Recommendation and team climate) 83.3% in 2019 and 2020.