I bridge the gap between executive CX leadership and hands-on systems engineering. Over a decade scaling 24/7 support teams to 100+ agents, slashing resolution times from 18 days to 17 minutes, and architecting proprietary AI automation portals that generate revenue.
Metrics That Define Category Leadership
Proven operational breakthroughs delivering massive cost reductions and bottom-line revenue growth.
Architected self-service AI workflows eliminating repetitive transactional volume and freeing human specialists for VIP and complex care.
Collapsed ticket resolution latency by 99.9% through automated Shopify/Gorgias claim pipelines, instant photo validation, and real-time inventory checks.
Transformed cost-center support interactions into a high-converting revenue driver using behavioral intent triggers and targeted upgrades.
Streamlined credit & refund rules saving $2M/yr at Goodfood; transitioned in-house 24/7 team to high-performance BPO model cutting operating costs by 60%.
Restructured omnichannel support across Garage & Dynamite, driving 167% output increase and a 97% reduction in first-response times.
Elevated employee engagement and Net Promoter Score from 80% to 95% across 80–100 agent operations, proving that operational rigor and empathy go hand in hand.
Unlike traditional directors who merely manage software licenses, I design and write production systems that solve real operational bottlenecks.
A comprehensive, serverless customer claim automation application. Automates warranty claims, missing items, damaged shipments, and return-to-sender scenarios without human agent friction.
A bespoke agent productivity workspace built in strict alignment with the Pomelli Brand Book. Solves context switching by aggregating all internal notes and Gorgias tickets into a single unified customer timeline.
Data pipeline that extracts and benchmarks fulfillment performance, warehouse packing error rates (Missing Items, Wrong Items), and WISMO (Where Is My Order) inquiries across global 3PL nodes.
A responsive, clinical-grade patient record management portal built for healthcare providers, emphasizing intuitive tabbed navigation, rapid chart scanning, and clean data hierarchy.
Scale, Transformation & Leadership
Over 10 years leading high-growth customer operations through hyper-growth, turnaround, and AI modernization.
Leading customer experience strategy, workforce operations, and technical infrastructure for one of North America's fastest-growing Gen-Z e-commerce brands.
Led enterprise customer support modernization across 400+ stores and high-volume e-commerce channels.
Led change management for national reservation system rollout and modernized operations through custom digital tools and tutorials.
Managed 24/7 enterprise support teams. Orchestrated migration of 99% of Google's key accounts to specialized tier. Boosted engagement from 67% to 95%.
How I Help Fast-Growing Brands Win
Strategic, high-impact engagements designed for founders, COOs, and CX leaders seeking step-function performance leaps.
Replace repetitive transactional overhead with intelligent, brand-aligned AI agents. We audit your helpdesk (Gorgias, Zendesk, Kustomer), identify top ticket intents, and engineer automated resolution flows with human-in-the-loop fallback.
Safely transition in-house support to global nearshore/offshore BPO partners. We structure SLAs, design QA scorecards, establish workforce scheduling (WFM), and achieve up to 60% OpEx reductions without degrading CSAT.
Off-the-shelf software often leaves gaps. I architect custom self-service portals, internal agent timelines, and automated claims engines built on lightweight serverless tech stacks (Firebase, Shopify API, Webhooks).
Transform your support tickets into your most valuable product and revenue asset. Connect customer sentiment to merchandising, turn warranty inquiries into upsells, and prevent customer churn before it occurs.
What Leaders & Colleagues Say
Verified feedback from senior executives and teammates.
“Alejandro is a technical and innovative subject matter expert who consistently elevated our leadership team thinking. He effectively challenged the status quo while elevating our overall performance. I recommend Alejandro without reservation to any organization looking to strengthen its leadership and innovation bench-strength.”
“We accomplished many complex projects and critical milestones thanks to his technical and leadership skills. He is remarkably customer-centric and relentlessly drives for results while mentoring and uplifting his team.”
Whether you're looking to automate 70% of inquiries, transition your 24/7 team to a high-CSAT BPO model, or build custom self-service infrastructure, let's connect.