Resume

Wabiit

Founded and operate technology consulting firm specializing in digital transformation for small and medium businesses. Managed complete technology infrastructure ensuring scalable and secure operations while reducing infrastructure costs and maintaining high system reliability.

Aspira

Leading digital transformation initiatives to optimize call center operations and reduce operational costs while improving customer experience. Implemented AI-powered knowledge management system that reduces average handle time and improves first-call resolution rates, enabling agents to access relevant information instantly during customer conversations. Developed automated workflows that eliminate manual data entry and document management tasks, reducing administrative overhead and freeing staff time for customer-facing activities. Built intelligent routing system that matches customer inquiries with the most qualified agents based on skills and experience, improving customer satisfaction scores and reducing escalations. Managed ServiceNow platform to streamline IT service management, maintaining and updating service portal for improved user experience, implementing email-to-case automations that convert customer emails into tickets automatically, and creating API reports for executive visibility into service performance. Established ITIL-based ticket management processes ensuring proper categorization, prioritization, and resolution tracking, improving service delivery and compliance. Created comprehensive hiring and onboarding tracking system that streamlines recruitment processes and provides real-time visibility into offer acceptance, background checks, and fulfillment tracking, enabling better workforce planning and reducing time-to-productivity for new hires.

Flix Brewhouse

Led the development of a business intelligence platform that consolidated data from ticketing and point-of-sale systems, generating unified reports for leadership teams to enable faster, more informed decision-making across operations and revenue streams. The platform eliminated manual data aggregation, providing executive visibility into business performance and trends. Developed QR code generator system for in-seat online ordering with content management system configuration, allowing customers to scan QR codes from their seats that dynamically redirect to the ordering application based on their specific location, screen, and seat assignment, improving customer experience by reducing wait times and increasing revenue opportunities through impulse purchases and expanded ordering capabilities during movie screenings. Automated employee onboarding processes, reducing setup time by 2 hours per employee and eliminating manual errors in account setup and access management, ensuring consistent onboarding experience and reducing IT support burden.

Flix Brewhouse

Led digital transformation initiative that modernized restaurant operations by replacing legacy systems with modern cloud-based solutions for food sales, employee scheduling, and tip distribution, integrating with payroll systems for seamless operations. This modernization improved data accuracy, provided real-time visibility into operations, and enhanced operational efficiency across all locations. The integrated solution automated tip calculations and distribution, reducing payroll processing errors and saving significant administrative time. Streamlined IT operations across multiple locations, enabling centralized management, standardized processes, and reduced support overhead while ensuring consistent technology experience for staff and customers.

Cinépolis

Managed vendor relationships and led technology projects for cinema expansion in the Middle East (Bahrain, Dubai, Oman), enabling rapid market entry and operational readiness. Led payment system integrations and certifications for new cinema locations, ensuring seamless technology adoption and compliance with regional financial regulations and international security standards. Successfully negotiated vendor contracts and established service level agreements to support business operations and ensure reliable service delivery. Oversaw technology infrastructure implementation, ensuring regional compliance with local data protection laws and the successful deployment of new systems across multiple locations, establishing scalable foundation for continued growth in the region.

Cinépolis

Led international projects in Spain, India, and Chile, managing payment certifications and overcoming complex regulatory challenges in Chile to enable successful market expansion. Successfully navigated diverse banking systems and local payment method requirements, establishing compliant payment processing infrastructure that met local market needs. Developed performance dashboards to track support agent metrics, improving visibility, accountability, and enabling data-driven management decisions. Automated workflows to streamline Help Desk operations, reducing manual errors and improving response times, resulting in better internal customer satisfaction and reduced operational costs.

Cinépolis

Coordinated the successful integration of Yelmo Cines (Spain) and Bowtie Cinemas (USA), ensuring smooth transitions and system consolidations with zero downtime, maintaining business continuity throughout the M&A process. Managed complex data migrations and system integrations while preserving customer experience and operational excellence. Developed custom automation tools to reduce manual workloads by 30%, improving operational efficiency, reducing errors, and freeing staff time for strategic initiatives. Deployed global technology solutions to enhance operational efficiency across multiple markets, establishing standardized processes and enabling scalable operations that supported business growth.