Jhoan Zabala

Product Manager

Santiago, Santiago Metropolitan Region, Chile11 yrs 11 mos experience

Most Likely To SwitchAI Enabled

Key Highlights

Over 10 years in product and CX operations.
Expert in designing scalable support ecosystems.
Proven track record in improving customer satisfaction metrics.

Stackforce AI infers this person is a SaaS expert with a focus on customer experience and technical solutions.

Contact

Skills

Core Skills

Product ManagementCustomer Relationship Management (crm)Technical Solution DesignSoftware Project ManagementWeb Development

Other Skills

Digital Product DevelopmentKanbanTeam ManagementZendeskBPMNFigmaDraw.ioContinuous ImprovementAnalytical SkillsFive9AWS ConnectTymeshiftSurveypalWeb ServicesArtificial Intelligence (AI)

About

I design and optimize customer experience systems using Zendesk and Intercom across 12+ countries at scale. With 10+ years in product, development and CX operations, I focus on building efficient support ecosystems through automation, integrations (APIs, n8n, Zapier, Braze) and AI (Zendesk AI Agent and Intercom Fin). My work has helped reduce response times, AHT and resolution time, while improving NPS and driving traffic to self-service channels. Currently a Product Owner, aligning CX systems with business goals and operational performance. I share practical insights on Zendesk, automation and scalable support operations.

Experience

11 yrs 11 mos

Total Experience

2 yrs 2 mos

Average Tenure

3 yrs 3 mos

Current Experience

Millicom (tigo)

Digital Product Owner

Feb 2023 – Present · 3 yrs 3 mos · Santiago Metropolitan Region, Chile · Remote

Currently, I am the Digital Product Owner for the Customer Service area across the 9 countries where TIGO-MILLICOM operates.
As Product Owner, I lead a team of 9 (developers, consultants, QA, an Architect, and DevOps) to design and implement cloud solutions for the company.
I manage the area’s backlog and roadmap in Jira using Scrum, prioritizing epics and user stories for the B2B, B2C and B2E segments, delivering software packages every two weeks (per sprint) with new features.
I define and implement workflows in Zendesk and internal systems (using BPMN, Figma and Draw.io) to improve ticket response and resolution times, thereby boosting our NPS.
I've created dashboards in Zendesk Explore, Looker Studio and Mixpanel to monitor SLA, AHT, NPS, abandonment rate, application adoption, ticket-volume forecasting and personnel metrics.
I maintain ongoing collaboration with Zendesk, managing support cases, VOC requests and participating in EAP programs alongside the Zendesk product team.

Digital Product DevelopmentCustomer Relationship Management (CRM)KanbanTeam ManagementProduct Management

Zerviz

2 roles

IT Project Manager

Sep 2021 – Feb 2023 · 1 yr 5 mos · On-site

As Project Manager, I was responsible for:
Management, execution, and assurance of Zendesk, Five9, AWS Connect, Tymeshift, Surveypal, and data migration projects for Zerviz clients, with 29 projects successfully implemented.
Project management was carried out using Jira, Hive, and Wrike.
Tracking and generating backlog for the Development and Consulting team.
Change control management.
Process modeling and mapping with BPMN (Bizagi and Draw.io).
Working under methodologies: Cascade and Agile (Scrum).
Managing teams of 5 and 6 people, developers, consultants, scrum master, QA.

Technical Solution DesignContinuous ImprovementAnalytical SkillsCustomer Relationship Management (CRM)Software Project Management

Solution Consultant and Zendesk Administrator

Dec 2017 – Nov 2021 · 3 yrs 11 mos · On-site

As a Zendesk Developer and Administrator, my responsibilities included:
Consulting, implementation, support, and continuous improvement for Zendesk, Tymeshift, and AWS Connect projects.
Development of integrations through web services (REST API) and applications with Zendesk Framework V2.
Continuous improvement in implemented and assigned projects.
Execution of audit processes for Zerviz clients using Zendesk.
15 projects successfully completed.

Technical Solution DesignAnalytical SkillsCustomer Relationship Management (CRM)Software Project ManagementKanban

Nubelo / bandit

Web Developer / Crawler

Sep 2016 – Dec 2017 · 1 yr 3 mos · Caracas, Venezuela · On-site

At Bandit, I specialized as a PHP developer.
I worked for their client Netrivals (a Spanish technology company) and their European market and competition analysis software.
I was part of the development team, which consisted of a total of six web developers working in PHP, JS, and databases.

Web ServicesAnalytical SkillsSoftware Project ManagementKanbanWeb Development

Portalhook

Web Developer Front & Back-End

Jan 2016 – Dec 2017 · 1 yr 11 mos · Caracas, Venezuela · On-site

I worked as a Back-End & Front-End Web Developer at the Venezuelan startup www.portalhook.com.
The technologies I used were:
PHP OO.
HTML.
CSS/3.
JavaScript, Jquery.
SQL.
Bootstrap 3 Framework.
I was the only developer in charge, along with the PM and QA.

Bekesantos

Control Technician

Sep 2015 – Jan 2016 · 4 mos · Caracas, Venezuela · On-site

I worked as a monitoring technician for DIRECTV in Caracas, Venezuela.
My job was to monitor DIRECTV services at the server and database level.
In addition, I developed a module in PHP and JS that incorporated an update in performance and visualization of the amounts of each transaction made by the DIRECTV system.

E-business corporation c.a.

Technical Support Analyst

Feb 2014 – May 2015 · 1 yr 3 mos · Caracas, Venezuela · On-site

Trabajé como soporte técnico en el equipo de e-Business corp y mis responsabilidades fueron:
Soporte técnico a los usuarios de forma presencial y remota.
Configuración del entorno SAP Netweaver y WTS@SAP.
Mantenimiento de equipos.
Control de inventario.
Administración del sistema de asistencia biométrica.
Instalación de redes cableadas.
Instalación y configuración del correo corporativo, sistemas operativos Windows XP, 7, 8, paquete Office, antivirus, programas de control y prevención (DEEP FREEZE), plugins, entre otros.
Supervisión y control de equipos.