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Juan Maximiliano Ambrosio Rodriguez

@juanmaximilianoambro

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Customer-focused operations professional optimizing SLAs, onboarding, and automation across global client accounts.

Colombia

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What I'm looking for

I’m looking for an operations or CX-focused role where I can own SLA-driven customer support, automate workflows, build knowledge and onboarding, and turn user feedback into product improvements in a cross-functional, multicultural environment.

I’m a customer-focused operations professional with 6+ years of experience managing end-to-end client support, SLA compliance, and cross-functional collaboration in fast-paced, multicultural environments. I’m bilingual in Spanish and English, and I enjoy bridging technical teams and end users to deliver consistent, high-quality service experiences.

At TourHero, I’ve managed end-to-end query resolution for strategic client accounts across Colombia and Japan, designing structured SOPs for issue escalation and building an internal knowledge base that standardized support processes. I also run onboarding sessions for new users and develop training materials that support seamless adoption of platform functionalities.

I turn operational insight into measurable impact—building an AI-driven agent to calculate predictive win probability and improve dispute outcomes (73% dispute resolution win rate), while increasing operational productivity by 9x through workflow automation and a custom-coded task assignment system. I’ve also acted as a primary liaison between Operations, CX, and Leadership, synthesizing user feedback into actionable product and service improvements.

Experience

Work history, roles, and key accomplishments

Operations Associate III

TourHero

Jan 2023 - Apr 2026 (3 years 3 months)

Managed end-to-end query resolution for two strategic client accounts across Colombia and Japan, ensuring SLA compliance and customer satisfaction. Designed SOPs and onboarding sessions, and used an AI-driven agent to achieve a 73% dispute resolution win rate.

SLA Management SOP Development Customer Onboarding AI Agents Predictive Analytics Workflow Automation Key Account Management Airtable OpenAI Google Colab Notion Stripe Granola Google Suite HubSpot Front (Email Management)Slack

Marketing Team Leader

AIESEC

Oct 2023 - Oct 2024 (1 year)

Volunteered as marketing team leader for a non-profit focused on youth leadership and global exchange programs. Developed digital outreach strategies to increase engagement and volunteer recruitment through structured communication workflows.

Marketing Leadership Digital Outreach Volunteer Recruitment Workflows

Outreach Specialist

TourHero

Aug 2022 - Jan 2023 (5 months)

Increased qualified lead generation by 17% through targeted social media community engagement campaigns. Built and nurtured a structured top-of-funnel pipeline, increasing conversion-ready leads by 5%.

social media engagement Lead Generation

Marketing Strategist

InLat

Dec 2020 - Aug 2022 (1 year 8 months)

Improved won-opportunity conversion by 28% through CRM-based lead nurturing, structured email workflows, and continuous pipeline analysis. Increased pipeline performance by 13% using data-driven customer behavior analysis and A/B testing.

Pipeline Analysis A B Testing

Business Development Intern

ASOOVINOS

Jan 2019 - Dec 2019 (11 months)

Supported business development and market research efforts for the agricultural sector by preparing strategic reports and stakeholder presentations. Contributed to research and reporting activities to inform decision-making.

Business Development Support Market Research