Experience

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  Asap - lucent technologies de venezuela

  Nov 2004 - Oct 2005

  Integration specialist

  - Integrated and troubleshoot various types of cells: Modcell 4.0, 3.0 Modcell, hybrid compact platform for 1xEVDO.

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  Oltp voice systems

  Oct 2005 - May 2008

  Support and technical leader - interactive intelligence and nice product specialist

  - Installed, implemented, and supported various Contact Center solutions for clients in Venezuela (BOD, Consorcio Credicard, Banco del Tesoro, Bancaribe), Dominican Republic (Seguros Universal), Haiti (Digicel) and Nicaragua (Claro).- Technical leader implementing VoIP solutions, IVRs, and Nice call recorders for banking, financial, and telecommunications industries. I worked with telecommunications protocols such as R2, ISDN, and SIP.- I trained customers on the installed solutions.- I provided support to the pre-sales team. Show less

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  Corporación digitel

  May 2008 - Jun 2011

  Systems senior specialist at value-added services planning department (bss)

  - Led the implementation of a dedicated link to RIM - Blackberry, coordinating all activities and managing resources in a timely manner, avoiding the churn of more than 100,000 subscribers.- Led the implementation of Value Added Services, Packet Core solutions, Content control for SMS and network devices.- Estimate the capacity of the Value Added Services platforms and analyze the requirements to meet the traffic estimations (licenses, infrastructure, network).- Responsible for budget formulation. Show less

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  Sixbell nekotec solutions

  Jul 2011 - Jan 2020

  Senior presales consultant

  - I designed a platform that is currently used by more than ten municipalities in Chile for the assignation of medical appointments, which contributes to a recurring income that represented 15% of the OPEX goal- I designed the customer service solution used by an important financial retailer, with a commercial value of more than 1000k USD- I designed the customer service solution for Chile's second most important mobile operator and the recurring services associated with the solution, allowing the company to achieve its OPEX goals for over three consecutive years. Show less

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  Puresocialcx

  Jan 2020 - Jan 2022

  Product manager: puresocial

  - Conceptualized and led the release of the MVP in 3 months- I led the definition of the user experience within Genesys Cloud, - I launched the user interface of PureSocial, which allowed the positioning of the product as the leading solution for integrating social media channels, keeping sustained growth over three years.- Promoted PureSocial among Genesys workforce and the Genesys partners network, driving the growth of the product and selling the solution to more than 50 clients worldwide, with recurring revenue of more than USD 150k per month.- Defined and implemented all processes related to the product from scratch (support, customer success, agile ceremonies, and marketing) Show less

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  Unifonic

  Feb 2022 - Jan 2023

  Product manager - engagement suite - contact center

  - Led the acquisition of the code and the deployment of the Contact Center in Saudi Arabia, verifying the delivery of commercially committed functionalities.- Launched key features that prevented the churn of 4 corporate accounts and allowed the renewal of a contract that doubled the account's recurring income.- Managed a multifunctional team of more than 20 developers delivering more than ten new features over six months, used by more than 40 clients- Documented the operation of the entire Contact Center solution in the Unifonic help portal, increasing efficiency and reducing the tickets opened to the support team Show less

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  Genesys

  Jun 2023 - now

  Sr customer success manager

  - Manage the onboarding activities for new customers- Foster the adoption of Genesys features within customers- Drive pipe generation for expansion- Build the Success Plans according to the customer's goals and lead the value realization- Keep the customer's sentiment and overall health updated- Book opportunities for Professional Services