I'm a detail-oriented professional with 7+ years of experience in IT/Customer Support Operations and Process Improvement. Currently, I'm a CX Ops Analyst at Dialpad, where I specialize in providing reporting, data validation, and process support for our CX teams. I thrive on making support operations processes clear, accessible, and efficient.
Experience
Dialpad
Dec 2022 – Present
Remote
Product Operations Analyst
● Drove operational excellence and fostered data-driven decision-making across the Customer Experience teams through strategic analysis, process optimization, and implementation of new solutions/integrations.
● Led the development and implementation of custom reports, dashboards, and data visualizations, providing valuable visibility into product usage, customer feedback, and operational metrics.
● Managed the full lifecycle of operational improvement initiatives, coordinating requirements gathering, testing, and rollouts across Customer Success, Support, and Professional Services teams to ensure seamless integration and adoption.
● Collaborated with stakeholders to document processes, identify gaps, and implement optimised solutions, resulting in streamlined workflows and operational efficiencies through advanced analytics capabilities.
● Leveraged expertise in Salesforce, Zendesk, Zapier, and databases to seamlessly integrate and adopt solutions across cross-functional teams.
Dialpad
Dec 2022 – Present
Remote
Product Operations Analyst
● Drove operational excellence and fostered data-driven decision-making across the Customer Experience teams through strategic analysis, process optimization, and implementation of new solutions/integrations.
● Led the development and implementation of custom reports, dashboards, and data visualizations, providing valuable visibility into product usage, customer feedback, and operational metrics.
● Managed the full lifecycle of operational improvement initiatives, coordinating requirements gathering, testing, and rollouts across Customer Success, Support, and Professional Services teams to ensure seamless integration and adoption.
● Collaborated with stakeholders to document processes, identify gaps, and implement optimised solutions, resulting in streamlined workflows and operational efficiencies through advanced analytics capabilities.
● Leveraged expertise in Salesforce, Zendesk, Zapier, and databases to seamlessly integrate and adopt solutions across cross-functional teams.
JP Morgan Chase
Feb 2021 – Dec 2022
Argentina
IT Support Operations Lead
● Led 15+ team providing technical support to ensure quality service delivery.
● Optimized processes through cross-functional collaboration and gap analysis.
● Analysed service metrics and ticket data to monitor health, surface bottlenecks and recommend
improvements.
● Coordinated across support levels for issue resolution and stakeholder alignment.
● Leveraged ServiceNow reporting to extract KPIs and enable data-driven decisions.
JP Morgan Chase
Jun 2019 – Jan 2021
Argentina
IT Support Technician
● Provided exceptional Cisco CUCM/Unity and Avaya VoIP support resolving complex technical issues to increase CSAT.
● Resolved 30+ daily tickets maintaining 98% CSAT through first-contact resolution.
● Trained/mentored new team members on systems and processes.
Avaya
Mar 2018 – May 2019
Argentina
HelpDesk Team Lead
● Managed 10 technicians - coached team, optimised staffing to decrease wait times.
● Analyzed CSAT data, drove process/documentation improvements based on customer insights.
● Collaborated cross-functionally to enhance technician training and knowledge resources.
Avaya
May 2017 – Feb 2018
Argentina
HelpDesk Tech Support Agent (Level 1)
● Documented customer interactions/resolutions in HP Service Manager for knowledge base.
● Delivered timely solutions and troubleshooting support via phone, email, and chat channels.