Customer Success · Onboarding · Implementation

Nine years reading a room. Now I build the tools that run it.

Nine years running service floors, training staff and fixing problems in real time. Two degrees, in Software Engineering (AI) and Communication. Together that lets me do what most teams split across two people: understand the customer's problem, then ship the tool that solves it.

BasedSydney, AU → Manchester, UK (early 2027)
LanguagesSpanish (native) · English (fluent)
Right to workUK, partner visa · no sponsorship
About

Where I fit, and why

Every tool people struggle with at work, whether it's a POS system, onboarding software or an AI assistant, fails for the same reason: nobody translated it for the people who have to use it. I've lived that problem from the service floor, working in SevenRooms, Lightspeed and OrderMate every shift, and I went back to study Software Engineering (AI specialisation) and Communication to be the person who closes that gap.

That makes me useful wherever customers have to adopt new technology: customer success, onboarding and implementation, and AI enablement. I can sit with a frustrated person, turn a vague "it's not working" into a clear diagnosis, explain the fix in plain English or Spanish, and follow through until it's actually resolved. The two projects on this page are the proof.

10+ yrsCustomer-facing, from insurance sales to fine dining
9 yrsSydney hospitality, front of house to management
2Live tools, built and deployed solo
2Degrees: Software Engineering (AI) & Communication
2Languages: Spanish (native) & English
Selected work

Operational problems I found, and the tools I built to fix them

PROJECT / 01
Food Notes Trainer
Staff onboarding

The problem: new servers take days to learn the allergens, wine pairings and dish stories well enough to sell a menu, and until they do, service quality and upsell both suffer.

What I built: a gamified, web-based quiz tool that turns menu knowledge into a fast, repeatable training loop. One engine, reconfigured with each venue's own content.

Rolled out at: 11 Barrack and Ashe in Sydney. Taking it to a second venue meant scoping their menu, loading it into the same engine and handing it to a new team: a small-scale customer implementation, done on my own time.

Web app · gamified quiz engine · multi-venue content
PROJECT / 02
Vini
Consumer learning

The problem: most wine education is written for the trade, for sommeliers and industry certs, and it intimidates the people who'd enjoy it most: everyday wine drinkers with plenty of curiosity and no technical background.

What I built: a wine-learning app that explains wine in plain language, with no jargon and no assumed knowledge. Lessons are short and hands-on: you drag a slider to watch grapes ripen, scrub through fermentation, or see how skin contact turns a wine red. Quizzes, streaks and badges keep people coming back, and a tasting guide walks you through your next glass using what you've just learned.

  • Vini learning path showing a streak, XP level and a list of completed Fundamentals lessons
    Learning path
  • Lesson 'The grape is a sugar bomb' with a slider that ripens a grape and shows sugar and tartness bars
    Ripen a grape
  • Lesson 'Colour comes from the skins' with a skin-contact slider turning the wine red
    Skin contact
  • Quiz question: fermentation converts sugar into alcohol and what? CO2 is selected as correct
    Quick quiz
  • Learner profile with day streak, total XP, level, lessons done and earned badges
    Streaks & badges
  • Taste screen inviting the user to taste like they learned, with grape options to compare notes
    Tasting guide
Web app · guided learning · zero prior-knowledge design
Background

Experience & education

Experience
2026 – now
Senior Waiter at 11 Barrack
I look after guests from start to finish across services of around 150 covers, and work with the kitchen and floor to keep standards consistent.
Sydney
2025
Senior Waiter at Woodcut
Ran complex sections in a venue of around 250 covers, working closely with the kitchen and sommelier teams and tailoring recommendations to each guest.
Sydney
2021 – now
Dining Room Server at The Gidley
Member of the venue's Culture Group, designing ways to improve communication between staff, and supporting the same work across the wider group (Bistecca, The Rover, Alfie's). I also help onboard and train new staff.
Sydney
2019 – 2020
Restaurant Manager at Bayti Restaurant
Owned daily service and quality control, improving customer feedback scores and repeat visits. Built staff performance plans and fixed operational problems before guests noticed them.
Sydney
2017 – 2019
Function Team Manager at Aqua Luna Dining
Ran client functions from start to finish with shifts of up to 15 staff. Recruited and onboarded staff, and managed rosters for a team of 25 against a budget.
Sydney
2017
Junior Writer, internship at RCN Televisión
Wrote and published news for the channel's website as part of the digital newsroom.
Colombia
2015 – 2016
Insurance Sales Executive at Asaru Seguros
Sold car and truck insurance across several insurers, and hit the monthly sales target every month.
Colombia
Education
2025
Bachelor of Software Engineering (AI) at Torrens University
Sydney
2024
Bachelor's Degree in Communication at Unipanamericana Compensar
Colombia
Get in touch

Moving to Manchester, UK, in early 2027.

I have full right to work in the UK on a partner visa, so no sponsorship is needed. I'm looking for customer-facing technology roles: customer success, onboarding and implementation, and AI enablement. I'm happy to interview remotely while I make the move. If you're hiring for a problem I could help solve, I'd like to talk.

cristiancamilo.cruz@proton.me