Hello, I'm
Customer Experience & Technology Specialist
10+ years streamlining eCommerce operations, CX enablement, and system administration — Zendesk, Microsoft Dynamics 365, Shopify, and Magento. I bridge technical requirements and business goals to ship scalable, customer-first solutions.
I'm a Customer Experience and Technology Specialist based in Los Angeles with 10+ years of experience in eCommerce operations, CX enablement, and system administration. I've led large-scale B2B implementations, ERP migrations, and Zendesk rollouts — turning complex workflows into clean systems that move conversion, retention, and team productivity.
Today I work independently, advising small businesses and growing brands on Zendesk setup, Shopify launches, and post-purchase operations. I'm bilingual in English and Spanish, and I've been remote-first for 5+ years.
Led multi-phase B2B eCommerce implementations for global manufacturers — defining future-state business processes, configuring D365 Commerce, and running QA/UAT through go-live. Built customized, branded Site Builder demo environments that directly influenced deal closures, and authored the technical documentation and training that drove client adoption post-launch.
Stood up Zendesk from scratch to support international teams — configuring workflows, triggers, automations, and API-led integrations. Spearheaded the Help Center and Knowledge Base, driving self-service adoption and meaningfully reducing ticket volume, and designed the policies and SOPs that improved SLA compliance and agent onboarding.
Led the re-platforming from Microsoft GP to Dynamics AX, owning testing, UAT, training, and go-live across IT, Finance, and Operations. Partnered cross-functionally to optimize ERP reporting and ensure day-one operational functionality for fulfillment and 3PL workflows.
Advising small businesses and growing brands on Zendesk setup, workflows, and automations, and helping clients launch and optimize Shopify stores with integrated shipping, fraud, and CX tooling. Focused on the end-to-end post-purchase experience and clean, scalable operations.
Advising small businesses on Zendesk setup, eCommerce operations, and Shopify launches; supporting CX teams with documentation, process improvements, and training.
Led D365 B2B eCommerce implementations end-to-end — business process mapping, Site Builder configuration, testing, and client training that drove post-launch adoption.
Launched and administered Zendesk for international teams; built the Knowledge Base that reduced ticket volume; ran A/B testing and supported retention initiatives.
Drove cross-functional technical projects to improve site conversion and CX; managed bug tracking, sprint planning, and Agile workflows with engineering teams.
Led ERP migration (Microsoft GP → Dynamics AX); ran daily eCommerce ops, 3PL coordination, QA/regression testing, and fraud/chargeback management.
The best way to reach me is by email. I'd love to hear from you.