Drawing on public information, general Payments and Collections process knowledge, and fictional but feasible transactional data, I analyzed the current state of Collections at AirBnB. Specifically focusing on why Collections should be a key focus for the payments team, and potential solutions for how to improve their business.

This was created as a thought exercise to showcase how I think about a current issue at a company and how I would resolve it. In this case, recommendations generated leverage my payments/fintech experience, product management, and UX components. They are split in both preventive and reactive measures to efficiently tackle Collections at a company like AirBnB.

In this AI for operations case study, I analyze the product that Kayako offers for streamlining customer support operations for their B2B product, which has the unique selling proposition of centralizing multiple communication channels (e.g. chat, email, phone calles) into a single multi-thread view.

The information presented in this case is mostly based on the experience from one of Kayako's key customers, whot they showcase as a success story in their website, Appify (public interview can be found in the doc).

After analyzing Kayako's product offering today, I then generate a proposal for an AI/ML automation product that can significantly enhance Kayako’s product offering to their clients, like Appify, leading to an increase in sales, loyalty, and customer satisfaction given the higher level of automation and corresponding levels of savings for their end customers.

Gave a presentation for the annual meeting of ASOFOM (the largest SOFOM Financial Institution association in Mexico) about the culture at Google. I focused on Google's history, progress, performance over the years, and why the culture (naps pods, free food, on-site sports) is a key factor driving employee retention and productivity.

An additional topic covered was the culture at Google X. Specifically, the celebration of Día de los Muertos (Day of the Dead) - a traditional celebration from Mexico, where people who have passed away are commemorated. At X, the commemoration was about projects that had "died", doing a post-mortem on what the key decisions were, why were they taken at the time, and what the key learnings were.

This annual event allows X to: a) not be afraid of failure (it's even celebrated when the steps taken with the info at the time was the right one!), and b) allows for continuous improvement and learning from others. This is one of the key learnings that permeate my day-to-day as a Product Executive.