Luis – Agile, Kanban, SDLC

A social media communication platform that helps more than 300 companies across Latin America centralize customer interactions across multiple digital channels. The solution processes over 2 million inbound and outbound messages each month, enabling efficient customer engagement and seamless integration with enterprise customer service platforms.

• Designed and implemented scalable integration processes for digital channels, including WhatsApp, Facebook, Instagram, YouTube, Telegram, LINE, and X;
• Managed product integrations with third-party customer service platforms, including Genesys Cloud, Quick Work, Call Corp, and Twilio;
• Designed, developed, and maintained a robust backend architecture supporting high-volume messaging;
• Applied Agile project management practices using Scrum and Kanban frameworks;
• Performed product management, IT service management, quality assurance, full-stack software development, and API design and development.

A consulting portfolio delivering custom software solutions and digital transformation initiatives across multiple industries. The projects included ERP, CRM, electronic billing, human resources, accounting, inventory, supply chain, process automation, and systems integration, helping organizations optimize operations and improve business efficiency.

• Led the analysis, design, and management of more than 100 information technology projects, including ERP, CRM, Billing, Accounting, Inventory, HR Management, Payroll, and Supply Chain solutions for over 40 customers;
• Directed systems integration and consulting services for client projects, providing auditing, mentoring, and training;
• Gathered and defined requirements for more than 100 product initiatives and developed detailed scope specifications for custom business applications;
• Acted across projects as Product Owner, Scrum Master, and Developer;
• Managed risks, communications, stakeholders, procurement, time, resources, scope, and budget;
• Managed customers, proposals, and contracts, and defined and implemented processes, methodologies, and standards;
• Performed product management, IT service management, team management, quality assurance, full-stack software development, and API design and development.

A portfolio of financial and project management software implementation and support services for organizations across Latin America. The engagement focused on deploying enterprise solutions, providing customer support, and helping distributed teams adopt and maintain business-critical financial systems.

• Supervised a team of eight responsible for the implementation and support of financial software solutions across multiple countries;
• Coordinated support and training for teams in the United States, Brazil, the United Kingdom, Ireland, and India;
• Designed and managed more than 20 requirements analysis and database administration projects for internal clients;
• Organized and delivered more than 15 training sessions for new team members;
• Collaborated and communicated with geographically distributed teams;
• Gathered and analyzed business requirements;
• Managed projects, teams, and databases.

An ERP and CRM solution for a leading funeral services provider in Buenos Aires, Argentina. The project covered requirements analysis, solution architecture, and the development of a web-based platform to streamline business operations and customer relationship management.

• Led the delivery of ERP and CRM projects, contributing to a 20% increase in customer operational efficiency;
• Managed cross-functional teams of 10 professionals on enterprise software projects;
• Improved requirements gathering accuracy by implementing structured analysis and scope definition methodologies;
• Reduced database downtime by overseeing the administration and optimization of three mission-critical databases;
• Worked across all phases of software development using Microsoft .NET, Visual Studio .NET, and SQL Server;
• Served as team leader, facilitator, conflict resolver, and coach.