Henry Santiago Mariño Durán
Resumen profesional
International Business professional specialized in Big Data and Data Analytics with 5+ years of experience across customer success, incident management, and product improvement. Skilled at leading discovery, translating needs into clear functional and technical requirements, and collaborating with agile teams to deliver customer-centric solutions.
Datos destacados
5
5
years of professional experience
4042
4042
years of post-secondary education
Experiencia
Product Expert
HubSpot
2023.08 - 2026.02
- Lead discovery for product and customer-experience improvements by partnering with stakeholders (Support, Product, Engineering, and customers) to identify trends, validate pain points, and prioritize improvement opportunities.
- Translate findings into requirements (user stories, acceptance criteria, workflow and integration needs) to support prioritization and delivery.
- Collaborate with agile teams through refinement and sprint cycles, clarifying requirements, validating outcomes, and supporting UAT as needed.
- Drive continuous improvement by analyzing trends and recurring issues and recommending changes that improve usability.
Senior Customer Support Specialist (PT-EN)
HubSpot
2023.08 - 2025.05
- Provided strategic and technical guidance to high-value customers (pipelines, campaigns, CRM data management, native automation, API connections).
- Ran discovery conversations, documented requirements, and delivered solution recommendations; coordinated with internal teams when needed.
- Managed complex technical cases end-to-end and shared root causes with Product and Engineering to prevent recurrence.
Trust and Safety (Incident Management) - EN/ES/PT
Teleperformance
2022.05 - 2023.07
- Performed deep data analysis to identify market and user risks; documented and escalated incidents following defined procedures.
- Partnered with cross-functional teams to improve workflows and support continuous improvement.
Customer Experience Agent (B2B Digital Travel Platform) - EN/ES/PT
Teleperformance
2020.11 - 2022.05
- Supported hotels and business customers resolving technical platform issues and adopting best practices to improve digital performance.
- Provided structured feedback to technical solutions teams on recurring issues and customer needs.
Formación
Specialization - Big Data and Data Analytics
Universidad ESEIT
Professional Degree - International Business
Universidad Santo Tomás de Aquino
International Relations Scholarship Program -
Universidade Federal do Amapá
Enfatiza tus habilidades clave
- Stakeholder management
- Trend identification
- Feedback synthesis
- Requirements clarification
- Success metrics
- User stories
- Acceptance criteria
- Workflow and integration requirements
- APIs
- Scrum/Kanban ceremonies
- Backlog refinement
- UAT coordination
- Workshops
- Executive-ready updates
- Simplifying technical concepts
- Trend and root-cause analysis
- Standardization
- Process optimization
- Effective communication
Idiomas
Spanish
Nativo
C2
Portuguese
Avanzado
C1
English
Avanzado
C1
Cronología
Product Expert
HubSpot
2023.08 - 2026.02
Senior Customer Support Specialist (PT-EN)
HubSpot
2023.08 - 2025.05
Trust and Safety (Incident Management) - EN/ES/PT
Teleperformance
2022.05 - 2023.07
Customer Experience Agent (B2B Digital Travel Platform) - EN/ES/PT
Teleperformance
2020.11 - 2022.05
Professional Degree - International Business
Universidad Santo Tomás de Aquino
Specialization - Big Data and Data Analytics
Universidad ESEIT
International Relations Scholarship Program -
Universidade Federal do Amapá