Freelancer profile translated to English.

Description

I spent 6 years on the other side of support: thousands of customers managed in telecom, retention, and incident resolution in high-volume teams.

Now I build AI agents that do that job. My project, Auyan, is a CX agent platform that uses RAG, tool calls, custom integrations, and guardrails to be custom-developed for each client's specific needs.

Open to AI agent implementation roles

Languages

Spanish
Native or bilingual
English
Fluent

Workplace preferences

Remote only

Primarily works remotely

Auyan
AI Agent Developer
March 2026 - Today (4 months)
Madrid, Spain
Building an AI agent platform for e-commerce customer support.

• Scoping and design: analysis of real e-commerce queries (orders, returns, product questions) and definition of what the agent solves, with what tone, and with what guardrails.
• Construction: conversational agent with ReAct architecture in LangGraph, RAG over knowledge base, and tool calling over Shopify.
• Multi-tenant platform (FastAPI, Supabase/pgvector, Next.js) with data isolation via RLS.
• Continuous conversation evaluation with LangSmith
Langchain AI Python RAG Prompt engineering
Digi
Customer Retention and Management Specialist
January 2021 - October 2025 (4 years and 9 months)
Madrid, Spain
Comprehensive management of a customer portfolio in a high-volume environment within the Resolution Team, with a multi-skill focus: retention, negotiation, incident resolution, and post-sales support through multiple channels (phone, email, chat).

Main responsibilities:
• Direct negotiation with customers at risk of churning, identifying needs and presenting tailored value propositions to reduce cancellation rates.
• Management of portability, contractual changes, documentation, and customer data updates.
• Resolution of complex incidents, acting as a single point of contact until case closure.
• Daily work with CRM and internal tools for case tracking, interaction logging, and meeting retention and satisfaction KPIs.
• Multichannel communication with customers, adapting the message according to each individual's profile and situation.
Data Analysis Microsoft Excel