Omar Negrete

Building IT and customer success infrastructure for a large agro-industrial client, including onboarding frameworks, governance policies, and technology stack selection. Conducting AI feasibility assessments and structuring engagements across project-based, hourly, and retainer models.

Architected a global CX and support transformation, leading implementation of AI chatbots and virtual agents with projected 60% ticket deflection. Designed a unified follow-the-sun support model across 3 continents, sustaining 97% global CSAT and improving resolution times by 15%.

Managed a Junior CSM and led the Customer Support team, owning the end-to-end launch of a new Digital MVNO with AT&T Mexico, acquiring 10,000+ users in 4 months. Served as trusted advisor to executive stakeholders, translating customer feedback into roadmap priorities.

Owned end-to-end success for a $10M ARR enterprise portfolio, achieving 100% GRR and generating $250K in expansion revenue (102.5% NRR). Re-engineered customer journey to reduce TTV from 90 to 60 days for 80% of accounts and authored the global Customer Success Playbook.

Engaged as an independent freelance consultant for 3 enterprise accounts (Huawei, Telcel, Movistar), acting as fractional Service Delivery Manager and trusted advisor for C-level stakeholders. Defined engagement strategies and allocated resources across teams of up to 10.

Led a 20+ member global team supporting fintech platforms, reducing production incidents by 25% through ITSM best practices. Optimized workflows and vendor contracts, reducing operational costs by 10% and achieving 98% SLA compliance.

Built and led a 25+ member cross-functional engineering team delivering enterprise SaaS and BSS platforms for Tier-1 telecom clients. Achieved a 30% reduction in system downtime by enforcing 100% QA compliance and ITSM Change Management protocols.

Directed a US $20M BSS SaaS rollout for Altán Redes, leveraging ITIL Service Transition frameworks. Reduced incident resolution times by 30% by implementing automated testing and streamlining the Service Desk escalation path.

Reduced critical incidents by 30% through proactive monitoring, QA governance, and ITSM best practices.

Directed QA and Managed Services delivery, RFP/RFQ responses, across major banking, retail, and fintech accounts, reducing test cycle times by 30%.

Led implementation of 2 NOC centers and 10+ QA/monitoring projects, including RFP/RFQ responses, for enterprise and government clients.

Bachelor of Engineering in Systems and Computer Science from Universidad Anáhuac del Sur.

Professional development course in Generative AI from Google.

Professional development course in Operations Management from Wharton University.

Professional development course in Strategic Management from Copenhagen Business School.

Professional development course in Operations Analytics from Wharton University.