Joaquin Jaque

Experience

• 

  Development and Technology Group S.A.

  Sept 2012 - Jan 2013

  Software Developer

  Developed and implemented technical solutions, apps, or websites according to client requirements.- I developed an online tracking system for a transportation company through obtaining GPS information from their trucks stored within a database.

• 

  Cuerpo de Bomberos de Santiago

  Feb 2013 - Nov 2017

  IT Manager

  Led and drove forward different IT projects that made the firefighters’ work within their companies and dispatch centers easier.- I managed and oversaw the complete remodel of the server room and dispatch center, ensuring the autonomy of the servers and internal systems, within the span of three months.- I migrated more than 3000 institutional email accounts to Office 365 in less than a month.- I pushed a new system of certified networks and brought Wi-Fi service to the entire main firehouse, ensuring a stable connection and internet speed for those who work there. Show less

• 

  Falabella

  Dec 2017 - Apr 2023

  I led and coordinated all activities related to visibility and management of delayed or problematic products, post sales operations (exchanges, and returns), and resolving claims received in the call center. My main objectives were reducing client waiting times and resolving issues, while also looking to increase operational efficiency and decrease operational costs.- I decreased the size of the operations team from 63 people to 19 people through different automation projects, improving efficiency and productivity.- I reduced the resolution time for customer claims from 15 days to two days through modification and automation of the claims processes.- I increased the deadline compliance for product exchanges, returns, and pick-ups from 56% to 90%.- I reduced the amount of false out of stock displays in our inventory system by 95%, resulting in an average monthly savings of $50 million CLP in client compensation.- I reduced reception and classification times for products returned to the distribution center by 85% through the implantation of a returns system. Show less I led and developed digital transformation projects with the objective to automate and improve operational efficiency in different internal processes within the company’s distribution center.- I implemented a new system of project management and initiative prioritization. I improved visibility, tracking, and regulation of projects with tools such as Jira and Confluence.- I promoted the use of agile methodology under the Scrum framework in the management of operational projects, allowing for the continuing delivery of value to clients within the company.- I developed eight operational efficiency projects, optimizing their respective processes and reducing execution times within the span of a year.- By implementing an automated information processing system and proactive email notices, I reduced by 85% the processing time for notifications to suppliers who had delayed deliveries. Show less I led a multidisciplinary team to develop AI projects that allowed the automation of different processes, driving the transformation and continuous improvement in each one of them through the use of agile methodology.- I was able to save the company $2 million USD annually by replacing the work normally done by 150 people in a call center with a conversational chatbot that focused on resolving en route delivery problems at the moment products were dispatched to clients.- I implemented a system of proactive company WhatsApp messaging to clients, allowing the company to become a pioneer in the use of this technology.- I improved Falabella’s delivery compliance towards clients by 4%, supporting drivers with en route problem solving through the use of a conversational chatbot.- I reduced systematic stock errors by 20% by implementing an automatic regularization and cleaning process for non-existing products. Show less

  • Assistant Logistics Manager

    Apr 2021 - Apr 2023

  • Project Manager

    Mar 2020 - Apr 2021

  • Product Owner

    Dec 2017 - Feb 2020
• 

  World of coffee

  Mar 2024 - Mar 2025

  Director of IT Projects

  I led the digital transformation and technological operations of the e-commerce business in a specialty coffee company, focusing on innovation and efficiency to maximize results and customer satisfaction.- Implemented a system that reduced product upload times in the marketplace from 3 hours to 1 hour and automated real-time sales notifications to sellers via email.- Reduced final customer delivery time from 5 to 2 days by integrating two transportation systems and optimizing logistics management.- Led the implementation of recurring payments in the online store, streamlining the subscription process and enhancing the shopping experience. This change increased the conversion rate by 20%.- Decreased order processing times from 4 hours to 30 minutes by eliminating manual tasks through the development of an application that optimized multi-origin shipping.- Applied agile methodologies in IT project management, accelerating the development of new features and aligning technology initiatives more effectively with business objectives.My strategic, results-oriented approach has enabled the company to not only optimize its operations but also strengthen its digital presence and enhance customer loyalty. Show less

• 

  Gauss Control

  Apr 2025 - now

  Subgerente de operaciones