At Universidad LCI Veritas, I led service operations for a 2,000-student customer base, building triage and escalation workflows with SLAs and real-time tracking. I fixed root causes in the customer journey and launched digital self-service onboarding, cutting the lifecycle from about four months to under one week.
I used Claude to automate repetitive work, including a scheduling model for 500+ courses and a Python tool that generates print-ready certificates. I also replaced manual requests with Power Automate service flows and documented processes that were replicated with LCI campuses in Monterrey and Bogotá.
At Grupo Q, I cut the time customers waited to reach a live agent from over three minutes to 30 seconds and launched WhatsApp as a regional support channel. Across my work in education, automotive, banking, and insurance, I’ve handled high-stakes cases involving payments, credit, and urgent customer issues.
