Sergio - Project Management professional with 10+ years in Telecommunications

Oversaw all phases of project lifecycle, ensuring timely delivery and resource optimization.

Design, implementation, and maintenance of telecommunications network systems.

Led multidisciplinary teams to achieve project milestones and improve workflows.

Performed requirements gathering and analysis to support project scope and objectives.

Prepared reports and communicated project progress effectively to stakeholders.

Lead a team of 13 professionals, driving performance improvements and achieving client productivity and quality goals., Increased VXS from 84% up to 92% and 3dr from 75% up to 80% by identifying agent specific opportunities through data analysis and coaching tactics., Planned and executed programs to enhance communication and problem-solving capabilities. Monitored team metrics and implemented corrective action plans to ensure project success and client satisfaction.

Oversaw multiple service projects, coordinating contractors and resources to ensure timely installations and client satisfaction., Led escalation management and issue resolution to maintain operational excellence., Managed schedules, reports, and quality standards aligned with corporate project objectives.

Provided advanced troubleshooting and service recovery for telecom clients, maintaining high customer retention., Documented processes and proposed technical improvements to reduce issue recurrence rates.

Managed billing and service escalations, applying analytical and interpersonal skills to retain key customers., Identified recurring issues and proposed workflow enhancements to leadership teams.

Supported a high-volume contact center operation with consistent top-tier service performance., Collaborated with cross-functional teams to resolve customer concerns efficiently.