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CX SYSTEMS ADMIN · VALENCIA · REMOTE

I design the system behind support.

Automations, integrations, routing, and the data that make a 50k-ticket week operable — Zendesk, Intercom, n8n.

Case studiesLet’s talk
THE CX FLOW END-TO-END

  1. 01 · INBOUND VOLUME

    Reliable Intake

    Every channel, form, and tool feeds one clean first layer.

  2. 02 · SMART DEFLECTION

    AI bot + self-service

    Grounded answers, Help Center content, and intelligent first responses.

    • 30–70% deflection*

  3. 03 · AUTOMATION & INTEGRATION

    Route, assign, prioritize

    Smart routing, assignment logic, integrations, workflow rules, and enriched ticket context.

  4. 04 · AGENT ENABLEMENT → CX METRICS

    Faster, informed responses

    The right ticket reaches the right agent with the context needed to resolve it.

    • FRT
    • Handling time
    • CSAT

*Deflection rate depends on business model, channel mix, knowledge quality, and implementation.

SELECTED WORK

Case studies

Select a technical focus to see how I turn operational challenges into scalable support systems.

8 cases

CASE 01HIGH-VOLUME SUPPORT OPERATION

Enterprise-Scale Support Migration

CHALLENGE

A support operation handling approximately 50,000 tickets per week needed to migrate from Zendesk to SAP Service Cloud V2 without disrupting daily service.

SOLUTION

Restructured Zendesk ahead of migration, supported the transition to SAP Service Cloud V2, and implemented workflow automation at scale.

IMPACT

Automation rules covered 94% of ticket volume. Full resolution time fell from 80 hours to 35 hours — a 56% improvement.

TECH STACK

  • Zendesk
  • SAP Service Cloud V2
  • ticket automation
  • workflow rules
  • support operations

SWIPE TO BROWSE CASES

Tech stack

CRM ADMIN

  • Zendesk
  • HubSpot Service Hub
  • Intercom
  • SAP Service Cloud V2

PM TOOLS

  • Notion
  • JIRA
  • Linear

ANALYTICS

  • Tableau
  • Zendesk Explore
  • SAP Analytical Stories
  • Looker
  • Julius AI

AUTOMATION

  • n8n
  • Lindy
  • Zapier
  • Make
  • Webhooks
  • APIs

COLLABORATION HISTORY

Clients

Experience across different industries and company sizes. From SaaS to Logistics and E-commerce.

  • SpeedX.io
  • Tumblr
  • Cloudbeds

OPEN TO COLLABORATE

Let’s talk.

Need a support operation that can scale without adding operational noise? Let’s map the workflow.

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  • EN C2
  • FR B1
  • PT B1