Espinaca AI

El impacto y la oportunidad de AI en el mundo va a ser impresionante. Con Espinaca llevamos  capacitación sobre AI a empresas de Latinoamérica.

Founder

Inspower, Inc.

- Created an inspirational content network of social media properties, including an audio program "Whispers of Joy"
- Grew Twitter accounts to 3.5M followers and Facebook page to 500k fans
- Sold all the social media accounts in January 2018

Founder & CEO

remoting.la

You and your team are growing. But you know hiring is hard. You know talent is not everywhere.

Co-Founder

Terrifico Capital

We love crypto, that's all we do. 
We manage crypto portfolio for our clients, we invest in crypto, we talk about crypto, we write about crypto, and we advise about crypto. Administramos portafolios de criptomonedas para nuestros clientes.
The future of money will be digital, and banks are the first ones to be disrupted. 
We also help companies understand the impact that crypto and blockchain will have in their business models, in their future, and how to take advantage of the unique opportunity this revolution brings.

Fund Manager

Gestatio

Procter & Gamble, for Pampers. We increased the email marketing for the Argentinian branch. I can't disclose results, but were mind-boggling.

Consultant about Online Marketing

KillerStartups.com

- Planned, developed and launched an onliner publishing website targeting US internet entrepreneurs.
- Created from scratch a website that got over 2.5M visitors per month and $2mm in annual revenue
- Managed a 20-person team who wrote upwards of 100,000 reviews of internet startups.
- Sold to Fundable in September 2014

China NM Advertising

- Provide advice to US companies that were looking to enter, invest, and do business in China.
- Assisted BusinessWire China by identifying potential partners, selecting one and negotiating the joint venture to create China NM advertising based in Hong Kong.

General Manager

GauchoNet.com

- Created Argentina’s leading search engine and web portal, Gauchonet.com. 
- Managed a team of 8 people who developed the web site, reaching 350,000 unique visitors per month (4% penetration) in 3.5 years, making Gauchonet.com one of the top 10 most visited websites in Argentina. 
- Web site generated revenue exclusively from advertising. Negotiated long term internet advertising plans with top notch companies such as IBM, StarMedia, Xerox, Ford, Arcor, Citibank, HP, Patagon.com, Banco Supervielle, Axe, among others.
- Increased yearly revenue from USD 1,000 in 1996 to USD 250,000 in 1999.
- Managed successful negotiation of the GauchoNet’s acquisition by Terra/Lycos in September 1999 (the first multimillion dollar transaction in LatinAmerica for internet properties).

AIESEC "Association Internationale des Etudiants en Sciences Economiques et Commerciales"

VP Programmes, AIESEC Belgium
Carrera de Empleos, AIESEC Argentina

NC Programmes, Belgium

Author of +11 books. 2 exits. Fascinated by AI. Llevando capacitación sobre AI a empresas en latam.

ESPINACA | FOUNDER (July 2023 - )
Capacitación sobre AI para empresas de Latinoamérica. Marketing y Ventas con IA. Productividad con IA. Implementando IA en la organización.

BITCOINARIO.COM | FOUNDER (Sept 2017 - December 2022)
- Courses to learn about crypto.

TERRIFICO CAPITAL | FUND MANAGER (Sept 2017 - December 2022)
- Created the first crypto investment fund in Argentina
- Raised capital from 20+ investors

KILLERSTARTUPS.COM | FOUNDER & CEO (Jan 2007 – Sepr 2014)
- Planned, developed and launched an onliner publishing website targeting US internet entrepreneurs.
- Created from scratch a website that got over 2.5M visitors per month and $2mm in annual revenue
- Managed a 20-person team who wrote upwards of 100,000 reviews of internet startups.
- Sold to Fundable in September 2014

GAUCHONET | FOUNDER & CEO (Jan '96 – Sep '99)
- Created Argentina’s leading search engine and web portal
- Managed a team of 8 people who developed the web site, reaching 350,000 unique visitors per month (4% penetration) in 3.5 years, making Gauchonet.com one of the top 10 most visited websites in Argentina. 
- Web site generated revenue exclusively from advertising. Negotiated long term internet advertising plans with top notch companies such as IBM, StarMedia, Xerox, Ford, Arcor, Citibank, HP, Patagon.com, Banco Supervielle, Axe, among others.
- Increased yearly revenue from USD 1,000 in 1996 to USD 250,000 in 1999.

SKILLS & CORE COMPETENCIES
- Growth Hacking. Grew several Twitter accounts to 3.5M real followers in 5+ years.
- Content Strategy. Created and lead the development of content strategy to get to 100k visitors per day.
- Monetization. Grew total revenue to $10M in 7 years thru online advertising.
- Sales. In charge of selling online advertising for GauchoNet, in 1996 in Argentina.
- New Business Development. Forget long term relationships for KillerStartups. Deep understanding of B2B and SaaS operations.

Gonzalo Arzuaga

Tatum

Delivering a great experience comes from a well-equipped, trained, and motivated staff. I build and maintain top-tier Support infrastructures that proactively respond to customers' needs. I enjoy empowering and fostering the success of customers through excellent service.

𝗗𝗲𝗽𝗮𝗿𝘁𝗺𝗲𝗻𝘁 𝗘𝘀𝘁𝗮𝗯𝗹𝗶𝘀𝗵𝗺𝗲𝗻𝘁: Built the department from the ground up. Documented policies & procedures, SOP, and workflows in Notion and Figma.

𝗥𝗲𝗰𝗿𝘂𝗶𝘁𝗺𝗲𝗻𝘁 𝗮𝗻𝗱 𝗧𝗿𝗮𝗶𝗻𝗶𝗻𝗴: Hired and onboarded a team of Customer Support Engineers. Created the training materials to equip and upskill them.

𝗛𝗲𝗹𝗽 𝗖𝗲𝗻𝘁𝗲𝗿 𝗮𝗻𝗱 𝗧𝗶𝗰𝗸𝗲𝘁𝗶𝗻𝗴 𝗖𝗥𝗠: Built the Help Center and configured the Freshdesk ticketing system for routing considering customer segmentation, issue prioritization, and more.

𝗞𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲 𝗕𝗮𝘀𝗲 𝗖𝗿𝗲𝗮𝘁𝗶𝗼𝗻 𝗮𝗻𝗱 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁: Authored the knowledge base articles catalogue, targeting ticket deflection via self-service and a quicker issue resolution.

𝗖𝗿𝗼𝘀𝘀-𝗱𝗲𝗽𝗮𝗿𝘁𝗺𝗲𝗻𝘁 𝗰𝗼𝗹𝗹𝗮𝗯𝘀: Established collaborations with Sales, Marketing, Success and the Product team to share best practices, insights, and wisdom to achieve long-lasting customer relationships.

𝗥𝗲𝗽𝗼𝗿𝘁𝗶𝗻𝗴 𝗮𝗻𝗱 𝗔𝗻𝗮𝗹𝘆𝘁𝗶𝗰𝘀: Responsible for performance tracking, analysis, and reporting.

𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀: Boosted CSAT by 10 points and slashed ART from hours to minutes within 2 quarters.

Head of Customer Care

Bitpanda

• To increase the CLV and mitigate churn by 16%, I introduced AI (NPL) and machine learning into DWH. This allowed for the connection of customer sentiment from tickets/contacts with App data points, enabling pattern behavior analysis. These initiatives empowered verticals to create strategies targeting investors experiencing low trading volumes and exhibiting churn risk patterns.
•  To boost revenue by 12%, I led the strategic transformation of Support from a cost center to a revenue-generating vertical. This involved proactive engagement with high-profile customers at risk of inactivity or churn.
• Defined the requirements, processes, and reporting structure for the QA department within Customer Support, developing QA Audit forms and Scorecards to enhance performance by 10 points.
• Centralized and streamlined the Customer Support reporting methodology, resulting in weekly time savings of 50 hours.
• Introduced Customer Effort Score as a KPI to measure the convenience and ease of use of Bitpanda services.
• Established and facilitated CX Workshops to promote and embed customer-centricity across verticals.

CX Team Lead

Don't we all love the things that 𝘫𝘶𝘴𝘵 work?
We look forward to repeating and bringing friends along where the experience treats us best. 

From start to finish, I take a holistic look at the journey of our Staff and Investors. My goal is to make their interactions and everything around them a delight. Services, workflows and tools need to serve, help, and enhance the path to convenience.

𝐒𝐮𝐦𝐦𝐚𝐫𝐲:
• Conceptualized and enhanced the Support staff and the Investor journey.
• Migrated and centralized the Support internal KB and SOP into Confluence.
• Optimized internal workflows and processes.
• Researched and cost-benefit analysis of tools.
• Risk Assessment.

CX Advisor

Wargaming

𝗣𝗹𝗮𝘆𝗲𝗿 𝗝𝗼𝘂𝗿𝗻𝗲𝘆: Responsible for players’ behavior analysis and the improvement of Customer
Effort Score (CES) in the Help Centers by 21%. Researched and optimized self-service solutions
boosting ticket deflection by 40%.

𝗞𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁: Responsible for delivering the experience to players across 21
brands via the Help Center, managing anything related to it, from the ticket category structure
to publish articles across the regional Help Centers.

𝗭𝗲𝗻𝗱𝗲𝘀𝗸 𝗦𝘆𝘀𝘁𝗲𝗺 𝗔𝗱𝗺𝗶𝗻: Owner of Global Zendesk, making sure everything works as expected.
Players get replies, notification emails, and automations and triggers fire when they should.

𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗧𝗼𝗼𝗹𝘀: Responsible for Requirements and Acceptance Criteria for Users and
Players.

Knowledge Base Manager: EU, NA, APAC, PC, Consoles, Mobile

• Coordinated article localisation and publication in 8 languages for the EU product portfolio.
• Implemented the tone of voice keeping regional particularities.
• Managed art assets and URLs.
• Managed the internal Knowledge Base and SOP over Confluence.
• Onboarded new tools to maintain the Knowledge Base up-to-date.

𝗠𝗶𝘀𝘀𝗶𝗼𝗻 (𝟲 𝗺𝗼𝗻𝘁𝗵𝘀) - Integration of EU Zendesk instance with New Support Portal (back end)
• Built from the ground up the Customer Service portal and ticketing system for the EU product
portfolio.
• Created the ticket submission journey in the back end and front end.
• Set up logic for Triggers and Automations.
• Created and set up Ticket Fields and Forms.
• Created and localised Dynamic Content.
• Set up agent roles, views, and ticket routing.
• Implemented ticket deflection solutions.

Knowledge Base Coordinator: EU

• Handled Account, Billing, and Tech tickets. Tech Point of Contact for escalations.
• Trained and shadowed new hires.
• Documented Policies & Procedures.
• Handled the EU Help Center Knowledge Base.
• Handled the English and Spanish Community forum.

Customer Service Representative

Blizzard Entertainment

Leaving the family business and following my own path. 
• Handled World of Warcraft and StarCraft II tickets, related to Account, Game, Tech and Rule Violations.
• Promoted to Tier II within a year. Top performer.

Game Master

Decoparket

Family Business. 
• Raised and trained within the company to handle from cleaning the floors to executive meetings closing deals. Got a knack for designing and building kitchens.

Carpenter, Salesclerk, Personal Assistant & other roles

Colomé Informàtica

Summer side job. Fix computers and salesclerk.

Sales & Tech

E3 Futura, Campus Party Valencia

One week side job, liaising with partners and organisers.

Control Assistance

Head of Customer Care @Tatum | Enterprise SaaS | FinTech | Blockchain | Web 3.0 | Crypto

Corporate etiquette has its time and place. Bear with me here, for in my One-on-ones is the place for uncomfortable yet okay conversation topics.

For starters, I am far more fond of WOM than preaching about my exploits. However, I love sharing stories about what I learned from great managers and mentors I’ve been wicked lucky to have. From them, I developed an acquired taste for advising, training, and mentoring others. Seeing your people grow into a better version of themselves feels pretty good, doesn’t it?

I keep to heart “Hire for attitude and train for skill”. From people I’ve worked with or hired, I learned the hard way that having an education hardly correlates with brilliance or performance.

About my professional background, I was raised and trained to take over the family business. Although this path taught me the meaning of ownership, discipline, and accountability, I ultimately chose to follow my own.

Blizzard Entertainment and Wargaming.net - video games industry (boxed, subscriptions, and F2P) - I started as a Game Master helping customers and progressed to managing a global product portfolio of 21 brand CRMs, Help Centers, and knowledge bases. My roles got me into Customer Experience and honed my skills in optimizing SOP and customer journeys from A to Z.

Bitpanda.com - Crypto and Stock Exchange (institutional and retail investors) - I focused on establishing Customer Experience and Customer Centricity across verticals. I dived into AI, RPA, and machine learning to connect customer sentiment with App data points, aiming to decrease churn and increase the CLV by transforming Support into a revenue generator. There's A LOT to unpack on this one. In the meantime, I also defined and set up the Support QA department.

Tatum.io - Blockchain infrastructure services (SaaS and IaaS) - I built the Support team from the ground up while chipping in for upsells and renewals with Success and closing Enterprise deals with Sales. As one would expect, building and keeping a close relationship with customers paid off big time in ARR.

As a takeaway, I believe that “the best Support is the one you don’t need”, but when required, it should be good. On products and services I use or work on, I want an effortless and convenient experience. Don’t we all love it when things just work?

taplio

The Battle

Gonzalo Arzuaga

Nestor Nicolau

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