Alejandro Mendoza

Senior UX/UI Designer

Interface and user experience designer for Xcelerate, a Twilio Flex-based Contact Center software. Expertise in:

• Visual interaction design, functional to the specific needs of the client
• Creation and implementation of graphic identity systems
• Flow design, wireframes, storyboards, sitemaps and prototyping
• Information architecture
• Definition of PMU (Minimum Usable Product)
• Contributing to the ideation process, generating action plans and resolution proposals
• Analysis of customer behavior processes and their environment
• Integration of Design Thinking principles with tools for creating intuitive products and services (Figma, component libraries)
• Collaborative work with the Product Management, Customer Success and Engineering teams
• An incremental iterative approach
• Work in an agile environment and agile methodology deliverables
• Testing and visual quality
• Assistance and mentoring for junior designers
• Mendable AI integration for SMS and webchat conversations (based on GPT model)

Tutor in Full-Stack Web Development

• Providing assistance and follow-up to Full-Stack Web Development students
• Practical activity correction
• Teaching complement topics

Senior UX / UI Designer & Product Owner

Designer of experiences and user interfaces for self-management web-app for customers from Argentina, Uruguay and Paraguay (AUP), with experience in:

• Competitor analysis
• User research and analysis
• Flowchart design
• Wireframing & Prototyping
• Interactive-visual design
• Information architecture
• Definition of MUP (Minimum Usable Product)
• Graphic design team co-leadership
• Collaborated with UX / UI designers
• Testing & visual quality
• A/B testing

• Incremental iterative approach
• Definition of MVP (Minimum Viable Product)
• Defined Epics, User Stories, Acceptance Criteria, and Tasks
• Prioritized backlog
• Functionality & features documentation
• Worked in an agile environment and with agile product delivery methods
• Provided assistance/mentoring to junior analysts
• Collaborated with IT areas, developers, business and customer service stakeholders

Senior UX Designer & Product Owner

Designer of user experiences aimed at streamlining customer service processes in AUP (Argentina, Uruguay and Paraguay) digital channels. Experience in:

• Identification of needs of the Customer Service areas (internal and external)
• Analysis of customer contact reasons and patterns
• Identification of automation opportunities
• Design of functional proposals for service processes and viability in alignment with corporate objectives
• Implementation of design flows and content incorporation for chatbot digital service channels:
  • Webchat on institutional site
  • Webchat on self-management site (web-app)
  • Messaging services (SMS, WhatsApp, Email)
  • Social Networks (Facebook, Twitter, Instagram, YouTube, LinkedIn)
• BOTs integration with databases, web services and APIs
• Dialog flow design (including scenario design & flow mapping)
• Model/intent training
• Creation of workflows, storyboards, user flows, process flows and site maps
• Prioritized backlog
• Collaborated with IT areas, developers, business and customer service stakeholders
• Worked in an agile environment and with agile product delivery methods

Digital Customers Behaviour Analyst

Analyst of user behavior and contact patterns in digital channels (Customer Services). Experience in:

• Detection of failures and opportunities for improvement in Claro Argentina's digital service channels to ensure:
  • Average Call Handle Time
  • First Call Resolution
  • Call quality
• Analysis of contact reasons and service tools to increase quality and efficiency
• Design of proposals focused on the simplification of the analyzed processes
• Creation of supporting infographic documentation for the submitted proposals
• Periodic preparation of metrics and KPI reporting
• Identification of areas of improvement on the knowledge bases and chatbot flows
• Diagramming responses and validations for chatbots
• Survey of training needs for advisors on operations and service tools
• Provide assistance/mentoring to junior analysts
• Teamwork with marketing, press and advertising areas

Freelance UI Visual Designer

Designer of visual identities based on user experience and business requirements. Experience in:

• Creative solutions based on a guiding design concepts
• Strategic thinking for the creation of a coherent communication discourse
• Research of trends, market and ICP (Ideal Customer Profile)
• Develop graphics for the visual system of a brand: color, typography, vector drawing, iconography and photographic digital edition
• Strong skills in typography selection, edition and aplication
• Web design and programming applying responsive web design, frameworks for frontend layout (Bootstrap), content management with CMS (Wordpress), HTML5, CSS3, JavaScript, jQuery and PHP
• Creation of presentations that support project design decisions
• Ideation of creative strategies that help drive business goals
• Briefing: Mapping of projections and ideas for the optimization of time, resources and communication
• Interpretation of the client's vision, needs and business model
• Management of available resources and production processes
• Teamwork with designers, marketing and community manager areas

Help Desk IT Junior Analyst

Analyst, management and documentation of incidents for AUP Customer Services (Argentina, Uruguay and Paraguay). Experience in:

• Provide solutions in work environments under pressure
• Diagnosis and documentation of procedures for the management of large scale incidents
• Root cause identification
• Extensive use of SQL language to troubleshoot and solve incidents
• Multi-channel internal customer handling (telephone, ticket system, email and chat)
• Strong analytical and self-learning skills
• Teamwork with other IT analysts and areas

Customer Contact Representative

Telephone and digital service advisor for Claro Argentina customers. Experience in:

• Active listening
• Excelled at first call resolution
• Strong skills in oral and writing communication
• Designed and delivered training
• Provided assistance/mentoring to junior teammates