Process optimization and CX
Journey and friction mapping, critical moments, VoC, NPS/CSAT and retention or churn-reduction opportunities.
A roadmap prioritized by impact, effort and experience.
JPZ
9+ years
leading enterprise accounts and commercial operations
40%
SLA improvement by automating document workflows
Tier-1
US retailers such as Whole Foods, Walmart and Safeway
Bogotá, ColombiaCX Strategy / Automation / Process
Hello
— I'm Juan Pablo. I turn friction into systems — and this site is the proof.
CX strategy, automation and process optimization, demonstrated live.
I designed and coded this portfolio, including the interactive demos you can try below. It is the same logic I apply to journeys, CRM and operations: understand the friction, then build the system that removes it.
9+ years
leading enterprise accounts and commercial operations
40%
SLA improvement by automating document workflows
Tier-1
US retailers such as Whole Foods, Walmart and Safeway
01System
From the smallest unit to the whole system
Every improvement starts at the smallest unit of the process: an order, a document, a data point. I analyze it, fix it and replicate it until those pieces integrate into a clearer, measurable and robust operation.
01
Smallest unit
I break the process down to its smallest piece to understand where friction is born.
02
Replication with rules
What works gets standardized and repeated: validations, automations and shared data.
03
Whole system
Connected pieces compose a complete, sustainable and robust process improvement.
Operating journey
Select a moment to see friction, system and outcome.
CustomerChannelsDemand
Account planSignalsCadence
ContinuityTimely decisions
01 — Friction
CustomerChannelsDemand
Stockout risk and shared demand signals across multiple channels.
02 — System
Account planSignalsCadence
Account plan, sell-through signals and replenishment cadence.
03 — Outcome
ContinuityTimely decisions
More continuity and fewer reactive decisions.
02Lab
I won't just tell you: try it
I designed and coded these flows myself. No tech background needed: type a message, press a button and watch what happens behind the scenes.
Service recovery connected to n8n
Simulate a real incident, trigger the workflow and watch the state update from NocoDB.
ReadyNot run
Case: Delayed order
Severity: Normal
Channel: View
Ready / Not run
Watch a real automation, live
Write to me as if you were a recruiter or a client and press the button. My system classifies your message, logs it and alerts me instantly — and you watch every step as it happens.
Your message is never published or shared: only I receive it.
Your message comes in
It classifies itself
It gets logged
I get the alert
You get a reply
The same order, two paths
Press run and compare: an order processed by hand against an automated one. I implemented this in a real operation.
By hand
0 hours
- The order arrives by email6h
- Someone types it into the system10h
- An error appears and needs fixing12h
- The customer finally gets confirmation20h
Automated
0 hours
- The order enters the system on its own1h
- It gets checked automatically3h
- It goes straight to production5h
- The customer gets confirmation20h
03Method
How I work
Automation and CRM
Data architecture, EDI/ERP integrations and n8n workflows that remove manual work and improve traceability.
Cleaner, measurable and easier-to-operate systems.
Digital marketing and VoC
Real usage data and customer voice turned into campaign, portfolio and commercial communication decisions.
Messages and products aligned to real customer usage.
04Portfolio
Selected cases
2022 - present
Tier-1Enterprise retention and LTV strategy
Turning relationships with Tier-1 US retailers into a replenishment, feedback and collaborative demand cadence that maximizes repurchase and reduces operational risk.
RetentionLTVDemand planning
Read case2022 - present
40%EDI automation to reduce document friction
Identifying bottlenecks in manual order workflows and leading functional EDI connections to improve SLA and traceability.
EDISLAAutomation
Read case2015 - 2019
NationalCRM transformation and commercial standardization
From a manual culture to a traceable operation with CRM, service protocols and a claims process connected to systemic improvement.
CRMClaimsService design
Read case05Profile
Executive profile with a product mindset
My path crosses account management, customer success, CRM ownership and operational transformation. That mix lets me work with customers, sales, product and tech without losing the human context.
2022 - present
Strategic Account Specialist & CX-driven emphasis
Decowraps LLC
Retention strategy, collaborative demand planning, VoC and operational continuity for enterprise accounts.
2021 - 2022
Customer Success Operations Specialist
Decowraps LLC
Onboarding optimization, order lifecycle improvements and service recovery for critical incidents.
2015 - 2019
Sales Operations Coordinator & CRM Product Owner
Spradling Group
National CRM implementation, PQR process, commercial standardization and data-driven operations.
06Contact
If your operation has grown but the experience still feels manual, let's talk.
Tell me which part of the journey, CRM or operating process is getting slow. I can help map the friction and turn it into systems ready to validate.