Why we created smartQueue
smartQueue's origin story
We joined forces to solve a problem we’ve all felt: customer service has become frustratingly impersonal, inefficient and often ineffective. Whether we were sitting behind the headset navigating overflowing queues or on the other end of the line just looking for a human answer that addresses our question, we saw an industry was struggling to achieve its goals.
We saw talented problem-solvers burning out while being used like robots, and experienced the feeling of being treated like tickets to be deflected. To change this, we combined our customer service know-how, technical expertise and experience of being customers seeking answers. Our operations experts defined the workflow, our developers built for speed, our compliance leads ensured every interaction remained secure and we built a reliable, trustworthy solution that turn support back into a conversation.
Together, we've worked hard to make sure that smartQueue isn’t a wall; it’s a force multiplier. We aren't trying to replace people, we want to empower them. smartQueue scrubs the data, summarizes the mess, and kills the drudgery of repetitive answers and "wrap-up" notes. It gives custoemr service agents their dignity back by turning what they've become - "Ticket Processors" - back into what they signed up to be - knowledge workers.
We believe the best support isn't a bot. It’s a human who finally has the breathing room to be human.
- Team smartQueue
Our people
the team behind smartQueue
Carlos Fierro
Founder and technical architect behind smartQueue. His work centers on building enterprise-grade AI systems that prioritize safety, consistency, and measurable impact. With experience in automation, NLP, and large-scale support environments, he designs platforms that help companies reduce operational load while maintaining control. At smartQueue, he leads product vision and technical execution, transforming complex AI capabilities into s tructured, dependable solutions for modern customer support teams.
Fernando Quezada
Co-Founder, CTO & CISO of smartQueue, leading engineering, architecture, and security strategy. With experience at Scotiabank, PwC, and Deloitte, he builds scalable AI infrastructure and oversees integrations and cloud deployments. His focus is on delivering secure, compliant automation that organizations can confidently scale.
Daniil Plotnitskii
Specialized in strategic financial planning for high-growth tech ventures. Daniil oversees smartQueue’s financial operations with a focus on cost-efficiency and transparent scaling. Leveraging a data-driven approach, he ensures the company’s resources are perfectly aligned with its mission to revolutionize customer support through AI.
Nathan Christenson
An experienced business professional, Nathan has spent his career helping companies, products, services and brands grow - from Fortune 500 organizations to bootstrapped startups, in a variety of industries. Whether creating new brands, improving communications, structuring complex transactions, executing data-driven digital campaigns, or building operational capability, Nathan blends financial rigor, marketing agility, and operational experience to build things that last.
Sokuntheary Than
A dedicated administrator with extensive experience in strategic planning, operations management, and organizational governance, she has been serving as General Manager at M.A.R.I Real Estate Co., Ltd. in Phnom Penh, where she optimizes company operations, implements strategic growth initiatives, and leads cross-functional teams in a competitive market environment. Her experience in client relationship management, stakeholder engagement, and operational efficiency enable her to foster organizational stability while simultaneously driving innovation and high performance.