At Tory Technologies, I lead customer experience and service operations for 30+ corporate accounts across the Americas. I use NPS, CSAT, proactive communication, and customer follow-up to strengthen retention, contributing to an 86% increase in customer satisfaction.
I coordinate MaCRoM updates across DEV, UAT, and PRD environments, align technical teams and stakeholders, and build automated Power BI reporting for management and customer decisions. My process automation work reduced response times by 80% and improved ticket-resolution efficiency by 75%.
Earlier, I developed a pump-shutdown and flow-reduction detection application at Honeywell Technologies and led process analysis and operational excellence work in hydrocarbon facilities. I bring a Chemical Engineering background, a master's degree in innovation project and product development management, and professional communication in Spanish, English, and Portuguese.
