Board Planning and lead Agile Ceremonies. Collaborate with external managers and clients to refine requirements and define MVPs. Lead QA strategy using Playwright and Postman, driving automated and scalable testing across cloud-based solutions. Design and implement test frameworks and regression suites, enhancing test coverage and reducing manual effort. Used BI tools, SQL, Jira, and Agile methods to drive decisions based on real data. Support Agile delivery with a strong focus on product quality, user experience, and continuous improvement.

• Promoted to Product Support Manager after demonstrating exceptional leadership, problem-solving, and technical expertise in improving support operations. • Led a team of developers and analysts, ensuring 100% alignment of business requirements with technical solutions, driving scalable product enhancements. • Increased customer satisfaction by 60% by streamlining support workflows, automating processes, and reducing issue resolution time by 40%. • Optimized operational efficiency by 50% through structured requirement gathering, analysis, and prioritization, reducing backlog and improving ticket management. • Facilitated stakeholder communication, improving cross-functional collaboration by 35% between product, development, and customer support teams. • Utilized BI tools, SQL, Jira, Kanban, and Agile methodologies to enhance decision-making, resulting in a 30% decrease in critical system incidents. • Reduced issue recurrence by 25% by conducting in-depth root cause analysis and implementing long-term solutions. • Developed and implemented training programs, improving internal knowledge retention by 60% and accelerating new hire onboarding. • Improved product adoption and retention rates by implementing customer feedback loops, reducing churn by 20%. • Drove product evolution initiatives, collaborating with developers and QA teams to increase feature deployment speed by 35% while maintaining quality.

Conduct rigorous software testing using JIRA for defect tracking and Postman for API validation. Collaborate with developers to identify and resolve software issues, ensuring seamless system integration. Develop test plans to validate functionality, performance, and reliability across multiple platforms. Implement risk mitigation strategies that enhance product quality and user experience. Provide documentation and training on best practices for testing and quality assurance. Analyse bug trends and work proactively to reduce recurring issues by refining test case design and execution.

Promoted after driving measurable improvements in support and delivery, blending hands-on tech knowledge with team leadership and product thinking. Led a cross-functional team of developers and analysts, translating business needs into clear technical direction and delivering scalable, high-impact product updates. Boosted customer satisfaction by 60% by overhauling internal workflows, cutting resolution times by 40%, and introducing automation in key support processes. Reduced backlog and improved throughput by 50% through smarter prioritization, structured requirement gathering, and continuous feedback cycles with stakeholders. Played a key role in bridging communication gaps across product, engineering, and customer-facing teams, improving collaboration and delivery consistency by 35%. Used BI tools, SQL, Jira, and Agile methods to drive decisions based on real data, leading to a 30% drop in critical issues and faster response to recurring pain points. Conducted root cause analysis and rolled out long-term fixes that cut issue recurrence by 25% and improved overall system reliability. Designed internal training programs and playbooks that improved knowledge retention and reduced onboarding time by 60%. Embedded customer feedback into the product lifecycle, improving feature adoption and cutting churn by 20%. Co-led product rollout strategies with QA and dev teams, accelerating time-to-market by 35% while maintaining quality standards.

• Conduct rigorous software testing using JIRA for defect tracking and Postman for API validation. • Collaborate with developers to identify and resolve software issues, ensuring seamless system integration. • Develop test plans to validate functionality, performance, and reliability across multiple platforms. • Implement risk mitigation strategies that enhance product quality and user experience. • Provide documentation and training on best practices for testing and quality assurance. • Analyse bug trends and work proactively to reduce recurring issues by refining test case design and execution.

Managed reservations, customer service, and revenue optimization strategies. Applied project management principles to enhance guest experiences and operational efficiency. Curated digital marketing strategies to increase guest engagement and booking rates. Developed hospitality guidelines to ensure a consistent and high-quality experience for guests.

• Managed technical infrastructure, ensuring optimal performance of databases and servers. • Provided hardware troubleshooting and system administration for Windows and iOS environments. • Documented internal processes to improve efficiency and knowledge transfer. • Designed automation scripts to enhance system maintenance and issue resolution. • Collaborated with cross-functional teams to deploy security protocols and minimize system vulnerabilities. • QA Fundamentals to develop manual test standards and automated tests.

Managed technical infrastructure, ensuring optimal performance of databases and servers. Provided hardware troubleshooting and system administration for Windows and iOS environments. Documented internal processes to improve efficiency and knowledge transfer. Designed automation scripts to enhance system maintenance and issue resolution. Collaborated with cross-functional teams to deploy security protocols and minimize system vulnerabilities. QA Fundamentals to develop manual test standards and automated tests.

Led and coordinated technical support teams across Germany, Spain, and the Netherlands. Administered client SQL databases, cloud core networks, and servers. Conducted technical analysis of user data and network connectivity. Provided certified consulting on fiber optic installations, assembly, and signal measurement. Ensured reliable fiber optic connections through hands-on technical expertise. Acted as interpreter and coordinator in Spanish, German, and English. Strengthened multinational team collaboration through effective leadership and problem-solving.

Acted as an Associate Consultant, leading consulting projects across various sectors. Provided cloud-based technical support, ensuring data security and efficiency. Managed databases for accurate data analysis and reporting. Collaborated on asset inventory projects, optimizing valuation processes. Led real estate and automotive valuation for Empresa Eléctrica Quito. Developed strong analytical and problem-solving skills in technical consulting.

• Led and coordinated technical support teams across Germany, Spain, and the Netherlands. • Administered client SQL databases, cloud core networks, and servers. • Conducted technical analysis of user data and network connectivity. • Provided certified consulting on fiber optic installations, assembly, and signal measurement. • Ensured reliable fiber optic connections through hands-on technical expertise. • Acted as interpreter and coordinator in Spanish, German, and English. • Strengthened multinational team collaboration through effective leadership and problem-solving.

• Acted as an Associate Consultant, leading consulting projects across various sectors. • Provided cloud-based technical support, ensuring data security and efficiency. • Managed databases for accurate data analysis and reporting. • Collaborated on asset inventory projects, optimizing valuation processes. • Led real estate and automotive valuation for Empresa Eléctrica Quito. • Developed strong analytical and problem-solving skills in technical consulting

Provided technical support for consulate digital content and IT systems. Pioneered the first consular database, digitizing census records for efficiency. Conducted interviews with German citizens and advised Ecuadorian users on consular matters. Supported legal and technological integration, enhancing consular digital infrastructure. Played a key role in IT consulting, ensuring smooth consular operations.

• Provided technical support for consulate digital content and IT systems. • Pioneered the first consular database, digitizing census records for efficiency. • Conducted interviews with German citizens and advised Ecuadorian users on consular matters. • Supported legal and technological integration, enhancing consular digital infrastructure. • Played a key role in IT consulting, ensuring smooth consular operations.

Managed event logistics for weddings, concerts, and special tourism experiences. Provided high-quality customer service, ensuring client satisfaction. Coordinated tourism and cultural events, enhancing visitor experiences. Developed organizational and problem-solving skills in high-pressure environments.

Managed reservations through platforms like Booking.com, optimizing occupancy rates. Coordinated and supervised hotel staff, ensuring high service standards. Provided tour guide services in English, Spanish, and Portuguese, offering personalized cultural experiences. Designed customized tour itineraries, showcasing local attractions and activities. Ensured exceptional guest experiences through effective communication and problem-solving. Adapted to changing situations to maintain high levels of customer satisfaction.