I’m looking to transition my 10 years of CX leadership into a product-focused role. I want to build a support product where automation, agent training, and strategic workflows are natively integrated, ensuring the customer journey is optimized through a single, high-performing team.
CFLooking for a job
Carlos Ferrer
@carlosferrer
10 years of CX expertise. I scale global support using data, automation, and strategic workflows while leading high-performing teams to success.
MexicoWhat I'm looking for
I am a CX Systems Specialist with over 10 years of experience designing workflows that scale efficient global support operations.
With a deep, firsthand understanding of agent and supervisor pain points, I'm passionate about building technical solutions that reduces operational friction and maximizes tech stack value. I specialize in Agent UX, CRM configuration (Zendesk), process analysis, automation and tool connectivity to drastically reduce manual work so teams can focus in helping customers and each other.
Prior experience includes direct customer support and team management serving a diverse range of clients. From SMBs to enterprise-grade accounts, including Fortune 100 companies and government agencies.
Experience
Work history, roles, and key accomplishments
RECurrent
- 4+ years consistently exceeding productivity, QA and quality KPIs.
- Enhanced internal and external knowledge hubs
- Accelerated peer onboarding with training program improvements
- Managed high-priority escalations and implemented root-cause solutions to reduce inbound volume.
- Supported the integration of AI tools
- Specialized in optimizing the agent experience by eliminating manual steps
HOLed 80+ agents to 90%+ CSAT and 180 tickets/mo/agent; achieved 50% internal promotion rate.
Optimized Zendesk and automated KPI dashboards, cutting manual data work by 60%.
Slashed onboarding time by 40% and cleared a 6k ticket backlog in 6 months.
Managed GDPR compliance and IT assets for 100+ staff.
Partnered with C-suite to design core recruitment and global support ops.
IBProvided simultaneous interpretation and written translation between English and Spanish for a pro-bono technical consultancy, delivering transcriptions, reports, and presentations with 100% punctuality. Supported communications between IBM employees and local governments/NGOs.
Education
Degrees, certifications, and relevant coursework
UGUniversidad de Guanajato
Bachelor of Engineering, Information Technology Administration and Management
Availability
Looking for a job
Location
MexicoAuthorized to work in
Salary expectations
50k-65k USD
Social media
Job categories
Customer Experience ManagerCustomer Support ManagerCustomer SupportCustomer OperationsTechnical Content WriterCustomer Success ManagerOperations ManagerAutomation SpecialistKnowledge Management Team LeadCustomer Support Team LeadCustomer Service LeadCustomer Experience Delivery LeadCustomer Success LeadSupport Operations Lead
Skills
Technical SupportCustomer SupportSAAS Customer SupportTechnical WritingTeam LeadershipCustomer Support ManagementUser TrainingUser RetentionCustomer Operations ManagementCustomer OperationsCX OperationsCustomer ExperienceSupport OperationsData AnalysisWorkflow DesignLLM Agent TrainingSlackKissflowKPIsZapierGoogle WorkspaceWorkdaySimultaneous InterpretationGmailHootsuiteIncreaseRoot CauseScoreWriterZendeskZendesk AI Bot ExperienceNotionDocumentation Sources (NotionDocumentationHelp Center ContentHelp Content
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