Fidel specializes in release management, data automation, and strategic resource planning, delivering impactful solutions that improve efficiency and stakeholder satisfaction across diverse industries.
Specialized in planning, executing, and monitoring IT releases to ensure quality, timeliness, and budget adherence.
Proficient in statistical analysis, regression, and VBA automation to enhance reporting accuracy and operational efficiency.
Experienced in resource optimization, project coordination, and workflow design to meet business objectives.
Skilled in stakeholder management, mentoring, and leading cross-functional teams to achieve project goals.
Tata Consultancy Services
Spearhead the development and maintenance of the IT Release Calendar., Manage and monitor release progress to guarantee on-time and within-budget delivery, consistently meeting or exceeding expectations., Generate weekly release reports to provide stakeholders with clear and concise updates., Lead the negotiation, planning, and execution of all release activities, ensuring seamless deployments., Cultivate strong relationships and effectively manage interdependence across various teams and processes., Conducted comprehensive release readiness and milestone reviews to ensure quality and minimize risks.
Support Services Group
Conducted Root Cause Analysis (RCA), Statistical Analysis, and Regression Analysis to identify areas for improvement., Utilized VBA for report automation, increasing efficiency and accuracy., Led initiatives and projects, demonstrating strong project management skills., Actively participated in internal/external calibration sessions and local committee/staff meetings., Championed the CX360 Commitment to Quality, ensuring high standards in all deliverables., Submitted Intake Forms for TQ Change Management / Innovation suggestions via Business Opportunities to drive process improvements., Collaborated with VPs to mentor Managers in VOC, improving team performance in QA KPIs., Participated in Local New Program Implementations, contributing to successful launches.
Support Services Group
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Performed WFM Analytics to optimize resource allocation., Enabled centers to improve key business indicators and gain efficiency by strategically assigning resources to meet client service objectives.
The Results Companies
Conducted RCA, Statistical Analysis, and Regression Analysis to drive performance improvements., Developed VBA automation for reports to enhance efficiency., Led initiatives and projects, demonstrating project management capabilities., Participated in calibration/listening sessions and local committee/staff meetings., Promoted the CX360 Commitment to Quality., Contributed to Local Committee Meetings (Mentor Program, Tiger, CX360 Soft Audits)., Submitted Intake Forms for TQ Change Management / Innovation suggestions via Business Opportunities., Partnered with Operations to mentor Team Leaders in VOC, improving team performance in QA KPIs., Managed the local VOC Recognition Program in collaboration with the Operations and VOC Manager., Participated in Local New Program Implementations as an active member of the Tiger Team., Implemented LSS DMAIC and Agile methodologies for project management.
The Results Companies
Performed statistical analysis, data correlation, and regression analysis., Led sales improvement projects using DMAIC and Agile methodologies., Conducted RC analysis to identify root causes of issues., Analyzed behaviors and team performance metrics to develop and implement performance and corrective action plans., Managed and maintained databases., Designed workflows., Created and updated charts and dashboards.
The Results Companies
Managed day-to-day operations and workflow monitoring of Results queues., Analyzed team performance metrics to drive performance and corrective action plans for LRP Analysts., Participated in Project Management Teams using DMAIC, Agile, Kaizen, and Kanban.
The Results Companies
Conducted WFM Analytics for resource optimization., Enabled centers to improve business indicators and efficiencies through effective resource allocation., Participated in Project Management Teams using DMAIC, Agile, Kaizen, and Kanban.
Teleperformance
Managed and developed personnel., Managed KPI improvement initiatives., Identified operational issues and recommended improvements., Monitored and evaluated agent performance, provided coaching, and implemented corrective actions., Collaborated with supervisors and management to support agents and maximize performance., Participated in Project Management Teams using DMAIC, Agile, Kaizen, and Kanban.
