Javier Garcia
Built by Javier
Hi, I’m Javier — I design AI agents and intelligent systems that help businesses operate smarter, scale faster, and spend less. My focus is blending process design, automation, and human-first technology to create intuitive, cost-efficient solutions
Work Experience
Senior Director, Customer Support
- Leading AI-driven transformation across a multi-product, multi-regional support organization — redesigning workflows, tooling, and delivery models to reduce cost and scale capacity.
- Own operational strategy and organizational design globally, including 24/7 coverage models, onboarding, enablement, and cross-functional alignment with product and engineering.
- Driving automation initiatives that eliminate manual workload and increase support throughput without adding headcount.
- Standardizing operations across regions to create consistent, measurable, and repeatable service delivery.
Director, Technical Support
- Achieved 75% reduction in response times and 15% decrease in resolution time — with zero headcount increase — through workflow standardization and KPI overhaul.
- Led a global team of 40 support professionals delivering 24/7/365 enterprise support across email, portal, chat, and phone.
- Drove company-wide digital transformation: introduced phone support, implemented a QA program, and transitioned to full around-the-clock coverage.
- Significantly reduced customer escalations through process redesign and improved triage, routing, and escalation management.
Side Projects
AI Workflow Automation — Internal Ops
Built an n8n-based automation pipeline to eliminate manual handoffs across support, routing, and escalation workflows. Reduced average handling time and removed dependency on human triage for tier-1 requests.
Challenge
// TODO: Describe the specific bottleneck — e.g., manual triage across disconnected systems causing delays, inconsistent routing, and agent overload on repetitive tier-1 requests.
Solution
// TODO: Describe the n8n pipeline design — triggers, decision logic, integrations used (e.g., ticketing system, Slack, OpenAI), and how it replaced the manual steps.
Impact
- // TODO: Add specific metric — e.g., reduced average handling time by X%.
- // TODO: Add specific metric — e.g., tier-1 requests handled without human triage increased to X%.
- // TODO: Add qualitative outcome — e.g., freed support team to focus on complex escalations.