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If your support operation is reactive, understaffed, or going through a transition, I can help you fix that.
I have spent ten years building and running technical support and operations for a fintech open banking platform, through two corporate acquisitions and across multiple countries. I know how to reduce ticket volume, build proactive monitoring systems, lead distributed teams, and keep clients confident when things go wrong.
What makes me different: I come from a technical background (Physics degree, hands-on with APIs, Datadog, Kibana, Jira), which means I can work directly with your engineering team without translation layers. I also have genuine client-facing experience, so I understand both sides of the equation.
The types of projects I typically handle: support operations setup or redesign, interim support management, client migration coordination, team building and process documentation, and SLA framework definition.
If you are scaling, restructuring, or just need someone who has done this before, let's talk.
Español
Bilingüe o nativo
Inglés
Competencia profesional completa
Solo teletrabajo
Lleva a cabo sus proyectos principalmente en remoto
Experiencia
- Eurobits -> Tink -> VisaSupport Manager / Customer-Facing OperationsBANCA & SEGUROSseptiembre de 2014 - abril de 2024 (9 años y 7 meses)Madrid, España- Took ownership of an existing support operation and redesigned its processes, implementing proactive monitoring and communication strategies that reduced support ticket volume by 90%. Coordinated external development teams responsible for incident resolution.- Retained and expanded scope following Tink's acquisition of Eurobits (2020), becoming Support Manager for Tink Iberia and covering both platforms simultaneously.- Led the migration of ~60% of Eurobits clients to the Tink platform, coordinating with Technical Account Managers as the primary bridge between legacy and new infrastructure.- Following a company-wide restructuring under Visa, took ownership of L1 Support and Operations — 13 people across multiple countries — driving open tickets from a standing average of 20–30 to zero.- Participated in hiring and team expansion throughout all three stages.- Role ended with Visa's consolidation of technical operations outside Spain (2024).
- SkywayAir Traffic Controller – Tower Operations (Operational Experience)AERONÁUTICA & AEROESPACIALoctubre de 2012 - abril de 2013 (6 meses)Valencia, EspañaTower controller at Valencia Airport during operational on-the-job training. Worked in a live, safety-critical environment under strict regulatory and procedural requirements, where communication clarity and real-time decision-making are mandatory.
- SopraBusiness Analystjunio de 2008 - noviembre de 2011 (3 años y 5 meses)Madrid, España- Started in a technical analyst and programming role on infrastructure projects for Enagás, handling systems analysis, requirements documentation, and coordination with development teams.- Later moved into a Business Analyst position on an international, English-speaking project for Airbus, translating operational needs into functional requirements, defining test plans, and supporting deployments in a structured, high-reliability environment.
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Formación
- Master's DegreeUniversidad Complutense de MadridMaster's Degree
- Professional ML Engineer TrainingGoogle Cloud / CNTG2026Professional ML Engineer Training