Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Extensive background in project management, certified Agile practitioner, overseeing assignments from concept to completion using PMI and Agile methodologies, ensuring ROI.
Accountable for project management in Product Development and Business Innovations initiatives for USA and LATAM, daily stand-ups, from ideas to successful planning and product launch. Vast customer facing experience to work with diverse cross functional teams in a dynamic environment where I leverage leadership and expertise to serve my stakeholders and channel managers; along multiple disciples within the company that support business processes. Ensure project plans and related activities that support key organizational business objectives and major deliverables. Communication facilitator to ensure identification and management of risks, mitigation strategies, plan activities, dependencies, impacts, escalation channels, financial budget and detailed project documentation.
Key Achievement: Implemented agile approaches and launched products for USA markets, channel partners, and Latam markets.
Senior Global Program Manager, (Miami, FL USA 2012 – May 2018)
Lead the customer onboarding journey by leading diverse cross functional team members, across multiple locations and time zones in USA, LATAM and Europe. Developed and implemented tailor technical solutions to deliver more profitable and efficient customer solutions. Directed scope, timeline, expenses, and communications plus quality controls and procurement. Secured client approvals and handled stakeholder management, technical specifications, project launches, weekly status updates, managed priorities and risk control. Monitored and recorded project progress, assignments, and personnel activity. Liaise between customer business needs and technical solutions.
Key Achievement: Annual revenue increase by exceeding customer expectations upon delivery of solution on-time and within budget, achieving over 85% customer rating and KPIs.
Business Analyst Manager and Change Manager, (Quito, Ecuador 2008 -2012)
Introduced change management procedures based on ITIL principles. Ensured regional mobile and roaming projects were properly deployed to effect organizational change. Determined projections, performance indicators, and action strategies. Collaborated with technical and business teams to obtain and review and transform client business processes into information technology processes. Counseled business and operational units on procedures and best practices by utilizing knowledge management best practices.
Key Achievement: Earned ISO 9001 Certification
Regional Service Manager, (Miami, Fl USA 2007 -2008)
Drove seamless implementation of a voice and data project with AT&T and General Motors through company and subsidiaries in U.S., Venezuela, Brazil, Ecuador, Peru, and Mexico, guaranteeing adequate design options and documenting project in knowledge management portal. Combined and supervised internal processes tied to administrative aspects of service management: Directed ITIL processes; incident, problem, change control, release management and configuration functionality. Managed 100+ project team members.
Key Achievement: Delivered ITIL portal to keep track of network and follow KPIs.
Information Technology Business Analyst, (Quito, Ecuador 2002 to 2007)
Served as liaison between technical and business community. Helped technical and information technology teams with specific needs for information systems and integration with technical deployments. Arranged and counseled leadership on specific documents following requirements (Request for Proposals) allowing decisions to be made on acceptable risk through formal capture, analysis, and documentation of requirements. Scheduled and tracked user expectations and deployment dates. Oversaw service level agreements for uptime and MTTR including planning, execution, control, and closure.
Key Achievement: Formed the Information Technology Business Analyst team
Professional Experience prior to joining Telefonica
Client Service Project Manager for General Electric Information Systems, Rockville, MD
Computer Specialist for Internal Revenue Service, Washington, DC
Software Tester/Marketing Technical Support for IBM, Boca Raton, FL
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