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Juan Cárdenas

@juancrdenas

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Lidero transformación digital, IA y automatización para operaciones de Contact Center.

Peru

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What I'm looking for

Busco liderar proyectos de transformación digital, IA y automatización que conecten necesidades operativas con soluciones escalables, mejoren la experiencia del cliente y generen resultados medibles mediante equipos multidisciplinarios.

Lidero en Qtech Experience un equipo de desarrollo y automatización, llevando iniciativas de software, IA y RPA desde el levantamiento de requerimientos hasta producción. Diseño chatbots conversacionales y transaccionales en Chattigo para operaciones de Contact Center y CX.

Participé en una plataforma de coaching basada en IA que, junto con un modelo de trabajo focalizado, contribuyó a elevar la efectividad de ventas en 15 puntos porcentuales en dos meses. También participé en el despliegue de un sistema web y móvil para gestionar asistencias de hogar, vial, lavado vehicular y chofer de reemplazo.

He coordinado proyectos de transformación digital en Grupo A365 y operaciones de Contact Center, conectando clientes, proveedores y equipos multidisciplinarios. Trabajo con KPIs, Power BI, SQL, soluciones omnicanales y mejora de procesos para convertir necesidades operativas en soluciones escalables.

Experience

Work history, roles, and key accomplishments

Current

Coordinador

Current

Qtech Experience

May 2025 - Present (1 year 4 months)

Leads development and automation team, managing software, AI, and RPA initiatives from requirements to production. Designs and implements conversational and transactional chatbots on Chattigo, and leads process improvement initiatives.

Robotic Process Automation AI Chatbot Chattigo Power BI SQL Process Improvement Omnichannel Customer Experience

Coordinador

Grupo A365

Apr 2020 - Feb 2025 (4 years 10 months)

Coordinated technology projects for Contact Center transformation, including Speech Analytics, Voice Bots, Chatbots, and Digital Biometrics. Managed client requirements, suppliers, and multidisciplinary teams to implement solutions aligned with business goals.

Speech Analytics Voicebots Chatbot Biometría Digital Omnichannel Project Management Supplier Management Power BI SQL

Coordinador de Canales Externos

SalesROI Latam

May 2019 - Mar 2020 (10 months)

Managed and coordinated external sales channels, ensuring compliance with commercial goals and quality standards. Monitored conversion and sales indicators, designed digital sales funnels, and coordinated with marketing and contact center teams.

Sales Digital Marketing Funnel Analysis KPIs Lead Management Contact Center

Administrador de Aplicativos Outbound

Servicios de Call Center del Perú

Feb 2019 - May 2019 (3 months)

Administered outbound campaigns by managing databases, dialing strategies, and segmentation. Monitored operational KPIs, analyzed results, and coordinated with clients on treatment strategies and reporting.

outreach campaigns Database Management KPIs Reporting VPN Customer Coordination

Analista de Operaciones

A365 Asistencia – Logística – Contact Center

Jun 2018 - Jan 2019 (7 months)

Analyzed operational and management processes to identify improvement opportunities. Monitored executive and supervisor performance, prepared reports, and provided feedback to improve results.

Process Analysis KPI Monitoring Reporting Feedback Data Analysis

Coordinador de Operaciones

Allus Global BPO Center (Nearshore Call Centers)

Mar 2012 - Jan 2015 (2 years 10 months)

Coordinated Contact Center operations, ensuring KPI tracking, productivity, quality, and account objectives. Led supervisors and operational teams, analyzed procedures, and prepared reports for management.

Call Center Operations KPI Management Team Leadership Process Improvement Reporting Quality Assurance