Juan Carlos Ayala Palacios Email & Phone Number

Caracas, Federal District, Venezuela

I spearheaded the B2C app feature development, working closely with UX designers, backend and frontend developers to identify and implement solutions that catered to user needs.Expanded the user-awareness/pain-points map by conducting interviews with end-users, analyzing customer care data, and gathering feedback from multiple sources.Achieved above-category-standard NPS scores for several consecutive months by aligning sales, customer care, and wellness efforts to effectively deliver the right features to our end-users.Enhanced user experience by introducing key features such as on-demand classes, fitness challenges, and user progress tracking.

Remote

I have led multiple software projects for clients, working closely with data scientists, back-end and front-end developers, scrum masters, project managers, and product owners.Helped introduce a product-centric approach to the software development process of the company.Reduced the time spent searching for new prospective candidates to work in Applaudo Studio by 80%, enhancing a machine learning tool developed in-house.

Caracas, Distrito Federal, Venezuela

I have led cross-functional teams of back-end and front-end developers, tech-leads, and business consultants for multiple projects.Helped develop an online quotations app for Mercantil Seguros, resulting in an increase in revenue by $1M within 8 months.Enhanced the sales funnel for “medicos venezolanos online” (MVO), reducing drop-off by 40% and improving the conversion ratio by applying best practices of UX such as progressive disclosure, among others.

Caracas, Venezuela

I was part of the product team, collaborating with product managers, UX/UI designers, and data scientists.Introduced and set up analytics tools such as Google Analytics, Hotjar, and GTM to better understand user pain points.Delivered a new product, the Pet Tracker, exploring a new business vertical for the company.Maintained user-retention for our B2B customer by assisting them in resolving operational and logistical issues through our platform.

Caracas, Venezuela

I led technology-focused projects, working directly with economists, engineers, and marketers to create profitability models for projects, strategic communication materials, and data analysis to aid financial decision-making. Helped increase the company's ARPU by managing the massive-user plan migration project and providing strategic guidance. Helped control and reduce vandalism to radio bases by designing a strategic plan to fortify and reinforce key radio bases in Venezuelan territory. Improved the operational management of service centers by building a tool using C-sharp and .net to record and quantify power cuts generated by the Load Management Plan (PAC).

Caracas, Distrito Federal, Venezuela

Responsible for the Call Center Services, managing up to 90 contact operators in multiple work shifts, work with quality assurance, VMO and software administrator. Helped to achieve quality goals based on COPC (TMO, Response Time, Service Level) and maintain the relationship with the MOVILNET client.

Software Product Management Specialization, Computer Software Engineering, Online Specialization

Digital Product Manager, Product Management

Activities and Societies: ✓ Customer Centric Research ✓ Teaming ✓ Visión y estrategia de producto ✓ Gestión de roadmaps y backlogs ✓.

Diplomatura, Marketing/Marketing Management, General, 19

Ingenieria En Informatica, Computer Science