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Project Manager with 10+ years of experience in Technology and Software Development
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Competencies
Oversees project planning, execution, and delivery ensuring adherence to scope, time, and budget constraints.
Applies Agile practices such as Scrum and Kanban to enhance team productivity and project flexibility.
Coordinates with clients and internal teams to ensure clear communication and project transparency.
Identifies potential project risks and develops mitigation strategies.
Controls project budgets and reports financial performance to senior management.
Education
Summary
A professional with over 10 years of managing technology projects, ensuring delivery excellence and client satisfaction.
Key Achievements
- Led cross-functional teams to deliver complex projects on time and within budget.
- Streamlined project workflows resulting in a 20% reduction in delivery times.
- Managed client relationships and ensured project alignment with client goals and expectations.
Experience
Supervisor
Develop process controls, standard operating procedures, and supporting documentation for training, onboarding, and customer support., Track key quality assurance metrics and implementing improvement strategies., Analyze call center data to generate valuable insights to predict customer trends., Make recommendations on process and policy improvements from reports., Call monitoring and to provide insight to the agent., Monitoring KPIs, track quality metrics and provide regular analytics reports to upper management., Training agents and teams to meet and exceed customer service expectations., Develop and improve knowledge of products and knowledge of call center performance and functional requirements., Review agents’ conversations across all contact touchpoints to measure teams’ performance and track customer support quality., Contribute to call calibration sessions to evaluate agent performance., Identify lapses in agents’ performance and provide constructive feedback for improvement., Report support teams’ performance to supervisors and maintain monthly performance logs., Participate in team meeting to discuss customer service trends, agent review feedback, and implementation of quality management strategies., Impart onboarding training.
Team Supervisor
Personalized customer service., Tracking customers within CRM’s., Management of database and customer portfolio., Team building exercises and feedback., In-call quality control analysis followed up with agent feedback., Proficiency in the use of Excel for time management, bonus tracking, and metrics tracking., Proficiency in dialer management., Experience as a trainer for new campaigns., Real Estate listing within various financial plans.
Data Entry
Personalized customer service., Tracking customers within platform., Management of database and customer portfolio., Telemarketing., Follow-up to customers in collection period., Filling of information in Excel sheets.
Sales Representative
Personalized customer service., Follow-up to customers within the sales process., Management of database and customer portfolio., Telemarketing., Car listing within various financial plans.
Restaurant & Bar Manager
Cleaning of work area., Distribution, labeling and inventory in warehouse area., Purchase of inputs used daily, as well as making lists for the purchase of products needed in the medium and long term., Attention to customers in search of craft beer., Cash Handling, Preparation and cooking of food for sale for counter and bar., Handling of signage for exhibitors., Management of schedules and daily activities of employees in the area., Payroll management and payment.
Cook’s Assistant
Cleaning of work area., Preparation and cooking of food for sale for counter., Management of schedules and daily activities of employees in the area., Distribution, labeling and inventory in warehouse area., Handling of signage for exhibitors., Cash Handling.
Kitchen Manager
Cleaning of work area, as well as kitchen area utensils and crockery used in dining room., Distribution, labeling and inventory in warehouse area., Purchase of inputs used daily, as well as making lists for the purchase of food necessary in the medium and long term., Preparation and cooking of food.
Sales Representative
Contracting car rental., Personalized customer service in companies or at the counter., Driver's attention for customers., Maintenance of cars and computer equipment.
Recruiting Staff / Call Center Agent
Management of database and information on personnel., Application of first interview., Application of psychometric and technical examinations for applicants., Telephone agent in incoming calls to give information about the work offered in the company and outgoing calls from the company to applicants and / or interested., Supervise the recruitment and hiring of new staff., Supervise the training for the best performance of the employee., Management of tools for payroll payment within my work team., Personnel management within my area of work, as a lead agent., Manage database on phones and tools to modify phone accounts., Answer calls from customers who need to solve any questions or problems with their phone., Assistance in detail on how to fix problems about the internet and computing., Use of tools to test internet lines remotely., Dismantle and neutralize security systems inside a computer., Knowledge of modem operation, brands and types of modems., Configurations of local networks and / or internet connections, as well as their wiring., Knowledge about Windows, Mac and Linux operating systems.