Joaquin Abache

● Develop and implement e-commerce platform that increased overall sales by 63%

● Led and mentored the Order Online team

● Owned order lifecycle optimization & automation initiatives, reducing order placement and processing time while improving operational efficiency and service reliability

● Directed cross-functional collaboration across IT, marketing, operations, and customer service teams to deliver seamless digital commerce experiences for high-end clientele.

● Increased operational efficiency through process standardization and automation

● Implemented order validation controls to prevent fraudulent and scam-related transactions, protecting company revenue and brand integrity

● Designed and implemented end-to-end order management governance model, clarifying decision rights and cross-functional workflows.

● Developed standardized SOPs and performance KPIs for digital commerce operations, improving transparency, execution discipline, and service quality.

• Leveraged industry expertise and customer service skills to resolve customer concerns and promote loyalty
• Planned, created, tested, and deployed system lifecycle methodologies to produce high-quality systems that met and exceeded customer expectations
• Developed detailed plans based on broad guidance and direction, setting team priorities, maintaining schedules, and monitoring performance
• Improved staffing during busy periods by creating employee schedules and managing call-outs
• Developed and maintained positive relationships with customers to build rapport and trust
• Managed senior-level personnel in marketing and sales roles.

• Conducted system diagnostics and analysis to improve support processes and monitor SLA compliance
• Managed incidents and developed strategies to mitigate infrastructure risks.

• Provided 24x7 product support for data protection products, leading and mentoring junior support engineers
• Identified software issues and submitted them to development teams for resolution
• Consistently met or exceeded productivity goals set by the Technical Support Manager.

• Provided timely installation, configuration, and troubleshooting assistance for complex customer cases
• Contributed solutions to the knowledge base and ensured support case information was updated and well-organized.

• Designed, planned, and supported infrastructure solutions with Windows Server and VMware
• Maintained financial-technology platforms and developed disaster recovery solutions.

• Maintained financial-technology platforms, deployed new services, and optimized server hardware
• Implemented new technologies focused on virtualization and server consolidation.

• Managed processes between the financial institution and the central bank to ensure continuity of the ACH platform.

• Guided organizations through cultural and operational shifts, resources, and employee alignment to ensure adoption and efficiency.
• Developed strategies that aligned technology initiatives with business objectives, driving growth, profitability, and long term value.
• Analyzed services to identify areas for improvement, redesigned workflows, and optimized resource allocation to increase productivity and profitability.
• Fostered adoption of new ideas, tools, and models while encouraging creative solutions for evolving market and customer demands.
• Identified customer needs, communicated them effectively to supply chain and quality teams, and enhanced service delivery to strengthen client satisfaction and trust.