Uruguay

UX Design

Product Design

Interaction Design

Project Management

UX Testing

UX Research

UX/UI Design

Applied Project Management

Private Pilot

High School Diploma

✊🏿🏳️‍🌈 Diversity & Inclusion

Joaquin Vergara

UX Designer

Usability Testing

Quantitative research

Public Speaking

Prototyping

Qualitative research

Communication

Collaboration

Problem-solving

Empathy

Team player

Presentation skills

Conflict resolution

Stakeholder management

Leadership

Project management

Negotiation

Analytical skills

Accessibility

Human computer interaction

User research

Optimal Workshop

Qualtrics

Salesforce

ChatGPT

Figma

Maze

Notion

Mural

Organisation skills

Adobe XD

Miro

Introduce yourself, define mentoring expectations and goals. Learn and grow together.

General mentorship

Talk to people who have learned to manage their imposter syndrome.

Dealing with imposter syndrome

Get actionable feedback on your resume or portfolio.

Resume and portfolio review

Methods of prototyping and solution validation. When to use which kind of prototype (eg. Webflow, Notion, etc)

Prototyping methods and tips

Learn how to properly present your work and share ideas and opinions.

Presenting your work with impact

Tips on how to work and collaborate with designers.

Working with designers

Ways and resources to improve your design skills.

Improving design skills

Training program in User Experience and Visual Design of Digital Products delivered at the Globant Offices in Montevideo. Not employed by Globant, I was only a participant in the training program.

- Duration: 60 hours
- Agile/Scrum Methodologies
- User Centered Design & Double Diamond Model
- UX Research, Prototyping, Usability Testing and User Recruitment.
- Digital brand and visual design.

The project was related to lifestyle/healthy-eating habits for a healthy food eCommerce company, and is being worked by a group of 4 designers. More info on the project to become available soon.

Achievements:
· Led and Participated on multiple projects to drive organizational restructuring and team growth across locations.
· Co-Led the planning, design and execution of the standardization in business continuity and incident response practices for Travel Agencies, Suppliers (i.e. Cars, Cruise, Rail), and Airlines.
· Acted as Project Manager for the implementation of a Business Intelligence team; and supported the planning and development phases of the initial projects.  
· Reduced workload in the incident management team, by developing innovative and automated solutions to reduce workload and increase organization on repetitive tasks.
· Became the point of contact for multiple teams in the creation of communications and highly visual content, such as presentations and videos.

Job Duties:

· Work with all global support locations in standardizing incident response practices.
· Manage major outages to ensure effective engagement of technical teams, quality troubleshooting actions and timely restoration of service.
· Translate highly technical information into consumable updates, distributed to stakeholders in the form of incident communications.
· Execute transparent and easily consumable incident communications to internal and external stakeholders, including Senior Leadership and C-Level executives.
· Drive and lead to resolution all high-visibility customer escalations requiring immediate follow-up.
· Lead the coordination of the global teams participating on the investigation during outages (i.e. Product Development, Technology, Customer Care).
· Enable transparent incident management reporting, allowing the monitoring of performance by customer/product/suite or line of business.

Key Competencies: Communication, Incident and Crisis Management, Technical Writing, Project Management, Visual Design, Customer Satisfaction, Customer Success, Salesforce, ServiceNow, QlikSense, Qualtrics, Power Automate, Process Improvement, Customer Relationship Management.

Job duties:

· Manage critical incidents to ensure effective engagement of technical teams, quality troubleshooting actions and timely restoration of service
· Carry out quality communication during incidents, to both internal and external audiences, including upper management and C-Level executives.
· Manage high-visibility customer escalations requiring immediate follow-up
· Compile information of incidents handled for reporting, analysis and continued service improvement purposes.
· Perform post-issue trend analysis to proactively identify potential failure points at solution, system or customer-level

Achievements:

- Received a recognition for pro-activeness and appropriate handling of incoming critical issues. 
- Had the opportunity to work along with Customer Care Incident Management on post-incident reports.
- Interview candidates applying to Analyst position. Had the opportunity to run the first phase of the recruiting process by interviewing all candidates and providing feedback to the hiring manager to continue with the qualified candidates in a final selection phase.
- Provide training on certain procedures to analysts.
- Promoted from Associate to Contributor Analyst in August 2016.

Job duties: 

- First point-of-contact for B2B customers (airlines).
- Call identification, escalation and coordination to drive resolution of issues reported by airlines.
- Evaluated the importance of the reports based on the impact to the customer's business, organized and prioritized the tickets.
- Collaborated with different application support teams to resolve incidents (i.e. DevOps, Development).
Handle multiple critical incidents impacting airline operations
- Conducted first-level problem analysis and diagnostics.

Account: Amazon.com Customer Service

Job duties:

The Team Leader’s role is to ensure individual agents are performing against targets, reviewing their performance and coaching/training them to do so. The Team Leaders will meet on a regular basis with their Manager both to provide feedback but also to receive instructions or actions.

- Provides daily leadership to customer service staff to meet customer expectation.
- Identifies system and workflow improvements to enhance the team's efficiency.
- Familiar with a variety of the field's concepts, practices, and procedures.

Account: Amazon.com Customer Service

Work directly with one of the two LOBs that the MVD site has. While working with NA be in charge of delivering the training to the NHs and upon finishing the product training continue with OJT. While OJT takes place follow and achieve the goals, which brings the duty of constant coaching and feedback delivery so as projections can be met.

Achievements:

- Successfully applied a way to test new hires' knowledge during training. A jeopardy game on diverse Amazon and Customer Care related topics was developed in a partnership with the Amazon.com Training Manager.
- Along with Talent Acquisition, the Amazon.com Training team was able to recruit the new incoming employees for 2014 and 2015 peak season.

Job duties:

- Support associates development during the learning curve period through observation and coaching or delivering other learning activities to improve performance.
- Produce reports and interpreting data
- Adapt and devise L&D materials as required
- Contribute to change and continuous improvement projects
- Partner with Operations and liaising with other functions to deliver objectives and tasks
- Assess individual/group training needs
- Plan, prepare and research lessons
- Monitor and analyze performance patterns in order to develop an action plan.
- Organise and promote courses
- Develop and deliver programmes of learning activities
- Prepare teaching materials
- Have record of the performance of CSRs in training and take the necessary actions to improve their quality.
- During OJT manage the group of CSAs that has been trained (Track atrendance, payroll, schedules)
- Live and role model the Amazon values; Customer obsession, innovation, bias for action, ownership and frugality

Account: Amazon.com Customer Service

Job Duties:

As a Customer Service Associate, you will help solve a variety of customer problems, and operational challenges. You will use new customer service tools in order to provide an accurate response and an exceptional customer experience.

Achievements:

- Taken into consideration to provide floor support to associates.
- Provided support to the Training team.

Joaquin Vergara🇺🇾

About Joaquin Vergara

Expertise

Sessions with Joaquin Vergara

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