Christopher Duenas Email & Phone Number

Tel Aviv, Il

Subject Matter Expert for Wix Blog & Form Builder PlatformCreated detailed bug reports that involved thorough troubleshooting including but not limited to: regression testing, manual testing, and error log analysis to identify root causes - all while setting clear guidelines and Service Level Agreements (SLAs) to prioritize and speed up issue resolution.In collaboration with Product teams and Developers, I conducted weekly discussions to estimate time frames for resolving user-impacting bugs, conducted A/B tests for upcoming features, and aligned initiatives with company goals.I proactively managed incidents by crafting user-facing known issue articles, coordinating with relevant departments, and ensuring real-time updates across the Customer Care organization. This approach aimed to mitigate existing issues and proactively address potential challenges to enhance overall user experience.Developed and enhanced documentation providing in-depth troubleshooting guidance for both colleagues and escalation teams. This resource offers step-by-step guides for common scenarios, incorporates third-party tools like SendGrid for email deliverability, Grafana for stack trace error visualization, and employs SQL queries to extract BI events for tracking relevant data from user activity.Commitment to enhancing documentation has yielded noticeable improvement in escalated cases where identifying impactful bugs for developers to diagnose and deploy fixes resulted in 30% less SLA breaches. It has also played a pivotal role in empowering multiple support tiers to adeptly navigate and overcome technical challenges.

Tel Aviv, Il

Debugging production issues for CRM, SEO, Email Marketing & Wix App Market platforms usingChrome Dev tools to identify stack trace & network request errors, regression testing, & UI issues.Documenting technical issues in Jira by creating reproducible test cases while proposing viable solutions and workarounds across 15+ projects.Spearheading CRM trainings for QA & product support teams to identify usability cases, provide empathic responses to users with high SLA, and debugging techniques - including use of third party applications such as Twilio for Call/SMS log monitoring & Zapier integrations or webhooksCollaborating with product managers, developers, and KB writers weekly to discuss issues with significant user impact and proposing feedback for continuous improvement.Reporting urgent cases to the appropriate on-call global teams and creating client facing known issue articles.Built a Wix site using Velo by Wix to include internal documentation, back-office tools, and SQL queries for tracking client & server events in User activity to expedite troubleshooting.

Tel Aviv, Il

Specialized in the Wix Editor (site builder) product, serving as a Point of Contact for the Member’sArea application, consulting Users on building an online community & improving their engagement with members-only content.Created step-by-step guides tailored for users facing complex issues while proactively offering best practices on Web design and generating traffic to their website.Analyzed 100’s of support requests monthly from Tableau reports to provide data in quarterly roadmaps including trends within usability cases & known issues.Composed Weekly emails for All product updates for global support teams.

Tel Aviv, Il

Championed over 25+ cross-platform products to deliver concise solutions within multiplecommunication channels.De-escalated customers’ frustration by uncovering their end goals to guide them through their user journey more effectively.Communicated and identified areas of opportunities to increase customer’s growth & success by building strong relationships

Miami, Florida, Us

Trained 4 new team members on Point-Of-Sales Software, daily preparation for ingredients, cocktailknowledge, and building customer rapport.Created cocktails for seasonal menus and competed in the United States Bartender's Guild cocktail contest-winning Overall Best Tasting CocktailReceived BarSmarts certification- Industry Leading Bartender Education Program.

Huntington Beach, Ca, Us

Huntington Beach, Ca, Us

Huntington Beach, Ca, Us

Greeted club members and engaged in customer relationships to establish good rapportAnswered phone calls for detailed gym consultation and scheduled appointments for Personal Trainers using the Youfit platform.Increased sales revenue from sold memberships.

Associate Of Arts (Aa), General Studies

Full Stack Development