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I am an Industrial Engineer with over 8 years of experience driving process improvement, operational transformation and customer experience across telecom, fintech and retail. I excel at connecting business, operations and IT to deliver measurable gains in efficiency, service quality and customer satisfaction through cross-functional collaboration, agile methods, automation and analytics. My passion is designing and redesigning processes that reduce friction, improve outcomes for customers and empower teams to perform at their best. I thrive in dynamic environments and enjoy turning complex challenges into clear, implementable paths to value.…I am an Industrial Engineer with over 8 years of experience driving process improvement, operational transformation and customer experience across telecom, fintech and retail. I excel at connecting business, operations and IT to deliver measurable gains in efficiency, service quality and customer satisfaction through cross-functional collaboration, agile methods, automation and analytics. My passion is designing and redesigning processes that reduce friction, improve outcomes for customers and empower teams to perform at their best. I thrive in dynamic environments and enjoy turning complex challenges into clear, implementable paths to value.

Tomás Morales Arancibia

Project Manager, Designer, Product Designer, +2

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I am an Industrial Engineer with over 8 years of experience driving process improvement, operational transformation and customer experience across telecom, fintech and retail. I excel at connecting business, operations and IT to deliver measurable gains in efficiency, service quality and customer satisfaction through cross-functional collaboration, agile methods, automation and analytics. My passion is designing and redesigning processes that reduce friction, improve outcomes for customers and empower teams to perform at their best. I thrive in dynamic environments and enjoy turning complex challenges into clear, implementable paths to value.…I am an Industrial Engineer with over 8 years of experience driving process improvement, operational transformation and customer experience across telecom, fintech and retail. I excel at connecting business, operations and IT to deliver measurable gains in efficiency, service quality and customer satisfaction through cross-functional collaboration, agile methods, automation and analytics. My passion is designing and redesigning processes that reduce friction, improve outcomes for customers and empower teams to perform at their best. I thrive in dynamic environments and enjoy turning complex challenges into clear, implementable paths to value.

Available to hire

I am an Industrial Engineer with over 8 years of experience driving process improvement, operational transformation and customer experience across telecom, fintech and retail. I excel at connecting business, operations and IT to deliver measurable gains in efficiency, service quality and customer satisfaction through cross-functional collaboration, agile methods, automation and analytics.

My passion is designing and redesigning processes that reduce friction, improve outcomes for customers and empower teams to perform at their best. I thrive in dynamic environments and enjoy turning complex challenges into clear, implementable paths to value.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Language

Spanish; Castilian

Fluent

English

Intermediate

Work Experience

Senior Consultant – CX and Process Redesign at Entel Chile

February 1, 2025 - August 1, 2025

Identified gaps in critical processes (Billing, debt collection, payments, after-sales, roaming, eSIM, and insurance) from the customer perspective; redesigned operational procedures to improve clarity, empathy and efficiency; Led AI-based voice-of-customer analysis achieving 80% accuracy in issue classification; redesigned suspension/reactivation and mobile insurance processes to reduce complaints; supported the redesign of digital onboarding for roaming and eSIM, eliminating friction points in remote service activation.

Career Break

July 1, 2024 - February 1, 2025

Professional development and preparation for NZ visa and international English studies; applied ontological coaching practices and completed personal projects; managed small entrepreneurial initiatives and formal business registrations.

Process Design and Control Leader – Finance at IKEA Chile

October 1, 2023 - July 1, 2024

Managed and prioritized technology initiatives with financial impact; designed and improved operational processes in stores, sales, back office, customer experience, finance, IT; Reduced tax document rejection rate from 27% (2022) to 0% (2023); implemented contingency plans and eliminated tax process rejections by the SII; led the design and implementation of monitoring dashboards for critical and regulatory processes.

Project Leader Fpay CL | PE | CO at Fpay – Digital Payments – Falabella Financiero

January 1, 2022 - December 31, 2023

Led cross-functional alignment of goals with operations, product and technology; managed operational initiatives ensuring strategic alignment; oversaw incident response and automation efforts; established a governance model to prioritize and track work.

Senior Automation and Process Engineer at Fpay – Digital Payments – Falabella Financiero

January 1, 2021 - December 31, 2022

Aligned strategic goals with operations using OKRs; coordinated business, product, technology, and operations; managed 100% of operations initiatives ensuring strategic alignment; designed a strategic operations area to detect critical points; structured operational processes and technical prioritization via JIRA; strengthened response capacity to critical incidents; standardized and automated key activities (RPA and internal developments); reduced service times by 30% and proactive refunds by 40%.

Process Specialist – CRM Project at WOM Chile

January 1, 2020 - December 31, 2021

Mapped AS IS and designed TO BE processes for a new CRM; managed sales, activation, billing, collection, and after-sales processes; delivered 70 AS IS and 50 TO BE redesigned processes; identified and improved internal processes for efficiency and automation; integrated automation and reduced manual tasks; implemented agile frameworks after Scrum Master certification.

Process Specialist at WOM Chile

January 1, 2017 - December 31, 2020

Mapped AS IS and designed TO BE processes for CRM, and drove improvements across sales, activation, billing, collection and after-sales; promoted efficiency through automation and process redesign; adopted agile practices to accelerate delivery.