Azul Islas Email & Phone Number

Guadalajara, Jal., Mx

Guadalajara, Jalisco, Mexico

Guadalajara, Jalisco, Mexico

Helping clients by providing expertise and guidance on how can our products and solutions meet their needs. Driving financial inclusion and business growth in emerging markets using valuable alternative data.

Guadalajara, Jalisco, Mexico

Helping clients by providing expertise and guidance on how can our products and solutions meet their needs. Driving financial inclusion and business growth in emerging markets using valuable alternative data.

Guadalajara, Jalisco, Mexico

We create next-generation video experiences, for the next generation.

Guadalajara Area, Mexico

Established the Account Management service for B2B customers: on-boarding, integration, go live, support and account growth. Managed strategic and mid-tier accounts, while developing a self-service model for the smaller accounts. Involved in the hiring process for new Account Managers. Defined the initial Business Development process and a Sales plan for Kueski Pay. Closed several merchant deals and managed the discovery and qualification of a large pipeline of merchants and possible partnerships.

Guadalajara Area, Mexico

Launched the Global Account Management Service for a 150 customers, including multiple interactions with customers (On-boarding, QBRs, Usage Reviews and Renewals) in order to retain and upsell. Managed 30 accounts on their agreement renewal which represented almost 1M USD in revenue. Improved accounts’ health by 32% which led to higher retention numbers and customer satisfaction. Hired and mentored the Global Account Management team, created a training plan for their career development.

London, United Kingdom

Managed 4 strategic accounts in EMEA, including on of the Top Customers in the region. Provided technical guidance for adoption and implementation of solutions and enhancements customized to customers’ business needs, Ensured the prompt and proper resolution of technical challenges and escalations collaborating with cross functional teams, closely worked with them to migrate to a new player version.Improved product offering by sharing customers' feedback on features to Product Management and Engineering. Provided executive summaries and reports to both customers and management and participated in QBRs to present product roadmap updates and new features training.

London, United Kingdom

Led and mentored the EMEA Support team, helped each team member to define and achieve their personal development and goals.Managed internal and external escalations, high severity cases and key customers. Worked with cross functional teams to identify gaps and improve processes. Supported Account Manager to provide data analysis for QBRs.Collaborated with other regional Team Leads to ensure the EMEA team was aligned to the goals and initiatives of the Global Technical Support team.Contributed to the ad products support integration (resulting from the Videoplaza acquisition) bydriving the support portal integration, working with core engineering, professional services and product teams on the knowledge transfer and processes' integration.

London, United Kingdom

Provided second line support and solutions to global customers, trained new members of the team on Ooyala products, team’s processes and best practices. Implemented new processes for internal workflows and to ensure the customer satisfaction.Promoted to Shift Lead: managed internal and external escalations, the prioritization ofcustomers’ issues, and ensured the team’s availability and coverage. Analyzed and identified trends in customers’ support cases to identify documentation, tools and training improvements.Transferred to London, UK and helped built the local support team. Worked with EMEA regional customers, provided data analysis to Account Managers for service review purposes, attended and participated on company’s events as Quarterly Business Reviews and Customer Forums. Shared with the EMEA cross functional teams Tech Support and customers’ related highlights to improve internal communication and visibility of our team.

Guadalajara Area, Mexico

I provided first line support and solutions to global customers pertaining Ooyala’s Online Video Platform. Collaborated with cross functional teams to resolve customers' issues and escalations and contributed to both the internal and external knowledge base. Closely worked with the Player and Monetization (Ads) Engineering team to specialize in this product which resulted in the reduction of internal escalations by 37.5% and the improvement of processes and collaboration between our teams.

Chihuahua Area, Mexico

Directly worked with Orinoco´s partner: Gamma Partners. I worked with the software developers to ensure quality and correct functionality of the modules and websites we created, therefore reducing bugs and errors in the production environment. Created the test cases and shared results with stakeholder. Also reduced the monthly report generation timeframe by 85% through automation using SQL and Microsoft Reporting Services. Supervised customer support activities and received mentoring in managing projects by senior leaders in the organization.

Engineer, Information And Communication Technologies

Activities and Societies: Member of the Student Association Board 2008-2009 Member of the International Conference on Industrial.

Bachelor, Business Technology

Activities and Societies: International semester January to May