○ Google Suite | Advanced (15 years)
○ Jira | Intermediate (10 years)
○ Invgate | Advanced (5 years)
○ Slack | Intermediate (5 years)
Key Qualifications & Highlights
○ Talent Development & Mentorship: Has a strong background in talent development, having designed and delivered comprehensive training programs for new Project Managers and Operations Specialists, including a large-scale integration of 40–50 PMs from an acquired company.
○ Project & Stakeholder Management: Managed end-to-end technology initiatives for high-profile clients in the Financial Services and Telecommunications industries, overseeing the full project lifecycle and ensuring transparent communication with executive stakeholders.
○ Process & Tool Optimization: Developed and managed operational reporting tools using Digital Fuel technology for TTEC. These tools included self-service functionality that empowered end users and improved decision-making capabilities.
○ Continuous Improvement: Implemented scalable automation solutions to streamline internal and external tools at Globant, supporting a culture of continuous improvement.
○ Strategic Planning: Collaborated closely with executive leadership, including a director at TTEC in Denver, to handle resource management and prioritize projects, ensuring all initiatives aligned with company objectives and long-term growth.
○ Situation: The support team faced a critical challenge; the initial response time to customers was excessively long, impacting operational efficiency and user satisfaction.
○ Task: The goal was to reduce the first response time while simultaneously improving the overall customer experience to prevent them from feeling like they were interacting with a bot.
○ Actions: To address the slowness, an initial canned response was implemented that included basic steps for the user to follow. However, upon noticing that this did not improve the customer's perception, a second strategy was adopted; each support agent created a bank of 4 to 5 personalized responses, which were then used as the basis for the canned responses. This allowed for maintaining a fast response time while adding a human and personal touch.
○ Results: The implementation of the personalized canned responses not only significantly reduced the first response time but also improved the customer experience by giving it a human feel, distinguishing the interaction from a bot. This led to increased user satisfaction and an improvement in service quality.
○ Career Trajectory & Motivations: Iván's career transition from his long-term leadership role was driven by his desire for a fresh challenge and a different operational environment. He seeks an opportunity that aligns with his core strengths in team management and strategic growth.
○ Management Philosophy: He is an empathetic leader who prioritizes understanding his team members' perspectives. He believes his ability to build strong personal relationships is one of his most important qualities. He also has a clear, data-driven approach to providing feedback, emphasizing the need for specific, tangible examples.
○ Experience in Ambiguous Environments: He has experience building operational frameworks from the ground up. He co-created an internal support team for newly acquired SAP tools and was a key leader in developing a large-scale, self-paced onboarding program for project managers using AI tools for content.
