L o a d i n g

With over 8 years of expertise in AI automation, blockchain technology, and technical leadership, I deliver innovative solutions and exceptional customer experiences across global organizations.

My Background

I am an AI Technical Support Manager with 8+ years of experience in leadership, implementing AI solutions, and 5+ years specializing in Crypto and Blockchain customer success. Currently based in Guatemala City with remote work capabilities, I've built my career at leading organizations including MetLife, PayPal, and Telus International, where I've consistently driven operational excellence and innovation.

My expertise spans AI-powered automation, blockchain technology, and DeFi protocols. At MetLife, I lead technical support teams across multiple time zones, implementing AI-driven solutions that significantly reduce resolution times. My PayPal experience specialized in cryptocurrency support, helping users navigate Bitcoin, Ethereum, Litecoin, and Bitcoin Cash transactions. I hold 18+ blockchain certifications and have hands-on experience developing tokens, NFTs, and automated trading systems. I'm passionate about building empathetic, solution-focused support cultures while leveraging cutting-edge technology to solve complex challenges.

My Professional Strengths

Leveraging 8+ years of experience across AI automation, blockchain technology, and technical leadership to drive innovation and excellence.

AI & Automation Leadership

Implemented AI-powered ticketing systems using Natural Language Processing at MetLife, achieving substantial reduction in average resolution times. Designed automated workflows handling significant portions of L1 tickets without human intervention, improving team efficiency while maintaining high SLA performance standards across multiple time zones.

Blockchain & Crypto Expertise

Specialized in PayPal's cryptocurrency platform, providing expert support for Bitcoin, Ethereum, Litecoin, and Bitcoin Cash transactions. Deep technical understanding of DeFi protocols, smart contracts, and Web3 technologies. Successfully developed JRA Token, created NFTs, and built automated trading systems with documented ROI performance.

Technical Team Leadership

Lead and mentor technical support teams across multiple time zones at MetLife, maintaining consistent 24/7 coverage and high SLA performance. Collaborate with Product, Engineering, and Sales teams to develop customer-centric solutions that measurably improved client retention rates. Expert in crisis management and de-escalating complex technical issues.

Customer-Centric Innovation

Built empathetic, solution-focused support cultures while implementing cutting-edge technology. Developed comprehensive knowledge base systems enabling faster case resolution and improved self-service capabilities. Analyze customer interaction data using Tableau and Power BI to identify trends and proactively address recurring issues.

Professional Services

Expert Solutions Based on 8+ Years Experience

AI Technical Support Management

Lead technical support operations with AI-powered automation solutions. Implement intelligent ticketing systems, automated workflows, and knowledge base platforms. Expertise in ServiceNow, Zendesk, AWS, Docker, and business intelligence tools like Tableau and Power BI for data-driven decision making.

Blockchain & DeFi Solutions

Expert blockchain development services including smart contract creation, token deployment, and DeFi protocol integration. Hands-on experience with Solidity, Web3.js, Binance Smart Chain, Ethereum, and Polygon. Successfully developed JRA Token, NFT platforms, and multi-DEX arbitrage systems.

Crypto Customer Support

Specialized cryptocurrency support expertise from PayPal experience. Guide users through blockchain transactions, wallet management, gas fees optimization, and security best practices. Explain complex technical concepts in accessible language while building trust through empathetic communication.

Technical Leadership Consulting

Strategic leadership consulting for technical teams with proven track record at Fortune 500 companies. Expertise in process optimization, crisis management, cross-functional collaboration, and team development. Drive operational excellence through data-driven insights and continuous improvement.

Professional History

Companies I've Worked With

8+ years of experience across leading organizations in technical support, AI automation, blockchain, and customer success management.

MetLife AI Technical Support Manager
PayPal Crypto Support Specialist
Telus International Customer Service Specialist
Conduent Technical Support
Binance Personal Trading & Development
Ethereum Smart Contract Development
Blockchain 18+ Certifications
TXU Energy Early Career Experience
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