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Emilio Rigales

@emiliorigales

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I build secure AI support systems and bring 15 years of operations and customer-experience leadership.

United States

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What I'm looking for

I’m targeting IT support, security compliance, and SaaS implementation roles where I can combine secure systems thinking, customer escalation experience, technical documentation, and hands-on AI support operations.

I operate Nimbus AI Assistants, a production RAG support and sales chatbot system that provides source citations, refuses out-of-scope requests, and hands off to humans rather than fabricating answers.

I caught and fixed a live post-launch hand-off regression, re-tested the fix in production, escalated to a stronger model when needed, and documented the postmortem. I’ve also red-teamed the system against prompt injection, false-authority claims, and policy abuse, fixing and documenting 12 weaknesses against the OWASP LLM Top 10.

At Tesla, I led a 30+ employee customer-experience team and raised the location’s Customer Profiles score from second-lowest to second-highest in the region within one quarter. I owned complex escalations end-to-end with service and technical subject-matter experts.

Earlier, I directed operations for a 13-location Under Armour district spanning five states, including P&L, hiring, training, scheduling, controls, audits, and inventory integrity for 55+ managers and 1,500+ employees. I’m targeting IT support, security compliance, and SaaS implementation work where I can apply disciplined operations, secure systems thinking, and customer-focused problem solving.

Experience

Work history, roles, and key accomplishments

Current

Independent Client Services

Current

Self Employed

Jan 2023 - Present (3 years 9 months)

Provided independent client services remotely.

Customer Experience Manager

Tesla

Dec 2020 - Dec 2021 (1 year)

Led a 30+ employee location team on customer-experience KPIs for premium vehicle delivery and ownership. Raised the location's Customer Profiles score from second-lowest to second-highest in the region within one quarter.

Customer Experience KPI Management Escalation Management Cross Functional Collaboration

Territory Sales Manager

Surterra Wellness

Jul 2020 - Nov 2020 (4 months)

Managed sales and account management in a state-regulated industry, partnering with operations and training on compliant workflows.

Sales Account Management Compliance

Production Contractor

NBCUniversal Media, LLC

Jan 2015 - Jun 2019 (4 years 5 months)

Worked as a production contractor on the television production of Chicago P.D.

District Manager

Under Armour

May 2013 - Jan 2015 (1 year 8 months)

Directed retail operations for 13 locations across 5 Midwest states, including full P&L, hiring, training, and workforce-scheduling systems for 55+ managers and 1,500+ employees. Owned loss-prevention and shrink audit cycles, cash-handling controls, and POS and inventory-system integrity.

Retail Operations P&L management Hiring Training Workforce Scheduling Loss Prevention Cash Handling POS systems Inventory Management

District Manager

Abercrombie & Fitch

Jan 2007 - Apr 2013 (6 years 3 months)

Ran multi-store districts for three national apparel brands, rolling out operating standards, owning hiring and training, inventory and cash controls, visual standards, and store-level escalations.

Multi Store Management Hiring Training Inventory Control Cash Control Visual Merchandising Escalation Management