- Responsible for ensuring positive and satisfactory customer interactions.- Design and manage strategies to improve customer experience.- Collect and analyze data to understand customer needs and expectations.- Implement measures to resolve issues and improve customer satisfaction.- Manage and collaborate with different teams to ensure consistency in the customer experience across all touchpoints.- Identify opportunities for improvement in developing initiatives to optimize the customer experience across different business units.

• Management of Customer support & Customer experience for the Americas continent.• BPO and vendor management for different products and services.• Transition of Services, contractual negotiations, and standards management (SLAs) for services, games, and products.• Product and project management consultant.• Risk control analysis and assessment for products and projects (FMEA).

Operations leader on player support for Riot Games:• Operational control onsite; based on strict service levels (SLA's & KPI´s).• Design and implement new lines of services (Discord and CMR support)• Management of resources and employees.• Reviewer of operational processes (ITIL) and project management.• Risk control analysis (FMEA).

- Hardware repair of office computers and printers. Assembly and recovery ofequipment.- Maintenance of networks and management of access points.- Installation, administration software. Microsoft O.S, G mailing access.- Inventory management of electronic equipment, systems and assets.

- Game Master (technical advisor/game) in addition to promoting experienceon multiple games (HEX, assault fire, and Smite (HI-REZ).- Assistant in localization team for them (QA).- Response of tickets through the zendesk platform (service desk) for LATAM.