LEONARDO OVALLES
Telecommunications Engineer
Westerville,Ohio
Summary
Experienced Project Manager adept at leading with confidence and skill. History of performing well under pressure and accomplishing successive assignments with high accuracy. Experienced in fast-paced environments and adapts well to changing situations.
10+ years in project and quality management, costumer experience and services, sales, marketing, QA test and continuous improvement.
Overview
10
10
years of professional experience
3
3
Languages
Work History
SENIOR RT MANAGEMENT AND OPERATIONAL PROJECT LEAD
TELEFÓNICA CHILE SERVICIOS CORPORATIVOS LTDA
05.2017 - 11.2022
- Work Remote from the USA to Chile since 2020.
- Genesys Pure Connect CIC Platform expert, Planned, excecuted and work in the implementation of a new contact center and call centers in more than 5 countries.
- Experience in customer facing technology implementations (telephony, contact center solutions, IVR, Cloud)
- Planned, executed, and controlled assigned projects, ensuring work performed complied with contractual requirements.
- Administered Genesys Pure Connect CIC Platform, ensuring efficient call center management and adherence to performance indicators.
- Monitored and controlled management indicators to improve, automate, and digitize processes.
- Identified real-time commercial or systemic incidents, providing immediate solutions to enhance customer satisfaction and sales conversion
- Developed and executed business strategies for call center management, inbound/outbound channels, IVR and others
- Ensured compliance with post-sales and sales service models (telephone service, chat, email)
- Conducted analysis of customer and non-customer behavioral patterns, exploring multiple variables to drive improvements and mitigate deviations.
- Partnered with project team members to identify and quickly address problems.
- Set up and managed team meetings.
- Updated customers and senior leaders on progress and roadblocks.
- Produced quality standards, checklists, report templates, and processes.
- Met with manager weekly to provide detailed project report and milestone updates.
- Adjusted project plans to account for dynamic targets, staffing changes, and operational specifications.
- Developed and trained junior team members by leveraging industry experience to achieve optimal project strategy.
- Analyzed financial reporting systems and project schedules to proactively address potential problems.
QUALITY & ONLINE EXPERIENCE PROJECT LEAD
TELEFÓNICA CHILE SERVICIOS CORPORATIVOS LTDA
11.2022 - 08.2023
- 100% Remote from the USA to Chile.
- Analyze workforce data to identify efficiency opportunities and develop processes that increase the productivity of the company's digital channels.
- Conducts detailed customer and company product impact analysis across a variety of digital products, provides Product managers and Product Owners with recommendations based on analysis and insights
- Owned and prioritized product backlog. Experience creating and prioritizing backlogs tickets, high-level identifying potential improvement.
- Manage project portfolios to improve customer service production, monetization, and overall experience, ensuring successful team management, on-time delivery, and budget and adherence.
- Oversaw entire product deployments from vision and creation to rollout and delivery.
- Coordinate project releases, working in QA test, UX and UI views understanding user experience and tracking issues pre and post-production
- Coordination of projects activities and communication with stakeholders, team members, capable of communicating with technical and commercial language.
- Experience in construction safety, negotiations, scope development/control, cost estimating, etc
- Oversee and lead projects focused on continuous improvements, incident management, and new implementations to support sales and post-sales processes
- Analyze customer satisfaction with digital channels, identifying and addressing incidents to improve the customer experience, generate analysis and monitoring of KPIs, creating PowerPoint presentations for high-impact decision-making meetings
- Coordinate and conduct meetings with suppliers and internal customers to present performance results, prioritize initiatives, and propose continuous improvement strategies.
- Managed implementation of new features by outlining plans and specifications such as how, where and when each component would work.
- Coordinated with software developers to create custom applications and trackers to achieve client goals.
- Collaborated with development team on APP services (iOS and Android) services and tasks.
- Analyzed user feedback and implemented changes to product design.
- Identified changes in project scope and modified job schedule accordingly.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Focused on building critical features up front in order to identify constraints and technical challenges.
Education
Master’s Degree - Project Management Administration
Pontificia Universidad Católica De Chile
Santiago De Chile04.2020
Bachelor of Engineering - Telecommunications
Universidad Santa María
Caracas, Venezuela10.2013
Certification - Scrum Master Professional (SMP)
Certiprof
Sunrise, FL 11.2023 - 11.2023
Skills
- Project Maintenance
- Client Communication
- Multi-Tasking Skill
- Deadline Coordination
- Quality Control Standards
- Program Improvements
Accomplishments
- Detail Oriented, Adaptability and Problem- solving
- Proactive Project Management
- Great skills working under pressure
- Leadership, working in teams
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Portuguese
Limited Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Work-life balanceCareer advancementPersonal development programsCompany CultureSoftware
Genesys Pure Connect
Genesys Engage
Genesys Cloud
Tennis Player
I have been a tennis player since childhood, and I love this sport. I'm a player at USTA, 3.5 Singles, and 4.0 Doubles.
Timeline
Certification - Scrum Master Professional (SMP)
Certiprof
11.2023 - 11.2023
QUALITY & ONLINE EXPERIENCE PROJECT LEAD
TELEFÓNICA CHILE SERVICIOS CORPORATIVOS LTDA
11.2022 - 08.2023
SENIOR RT MANAGEMENT AND OPERATIONAL PROJECT LEAD
TELEFÓNICA CHILE SERVICIOS CORPORATIVOS LTDA
05.2017 - 11.2022
Master’s Degree - Project Management Administration
Pontificia Universidad Católica De Chile
Bachelor of Engineering - Telecommunications
Universidad Santa María
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