Leonardo Rodriguez

Experience

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  Supra Telecom

  Jan 2005 - May 2005

  Residential Customer Service Representative

  Over-the-phone Customer Service and Sales Representative. Helped clients with their inquiries around the company's service and billing, as well as performing inbound sales

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  Instituto Costarricense de Electricidad

  Jun 2008 - Aug 2008

  Intern

  Automation Project for support power plant of ICE's BRIBRI Atlantic internet link

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  Hewlett-Packard

  Sept 2009 - Mar 2010

  Technical Solutions Rep IV

  +Provide Global IT Support for HP employees

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  Citi

  Mar 2010 - now

  Achievements:+Global BTSS Global Employee of the Quarter Award received twice (Q3 2018 & Q2 2020) due to the support to regional strategic initiatives+Successfully completed the Citi Shared Services Leadership Development Program on 2020+Deployed a SharePoint on a regional scale to centralize reporting of accomplishment across different presentationsFinance:+Provide financial support to the department’s Regional Head and Cluster/Country Leads, liaising with the regional finance team to ensure timely and accurate reporting of financials; assisting with the yearly charge out drivers, planning forecasting and monthly actuals, coordinate the resolution of issues due to booking errors or over spendCommunications:+Provide regional support of communications to be sent to the region, assist global with English/Spanish Translations+Plan/Schedule/Execute regional events such as Town Halls, Quarterly Reviews with Senior Management, Country Deep Dives+Responsible to consolidate and review information to be shared to stakeholders for Monthly Operational Reviews (MORs), Newsletters, Citi Collaborate on a regional levelTalent:+Provide regional support on all talent, development and people engagement initiatives+In partnership with global business office, responsible for workforce reporting inclusive of workforce classifications, attrition, and requisitionsMetrics:+Partner with the BTSS Business Office Metrics Global Lead on initiatives related to Product Metrics+Partner with the BTSS Business Office Performance Reporting Global Lead on Regional reporting for various ad-hoc reporting requests from senior BTSS and CSS leadershipProjects and other activities+ServiceNow Implementation Lead for LATAM+Costa Rica BTSS Innovation Ambassador+BTSS LATAM Customer Satisfaction Survey: on coordinate the effort of confirming the products, creating the surveys in the Citi Survey Tool and the results presentation for the yearly satisfaction survey Show less +Business Analyst for the Latin America (LATAM) Region of the Collections Performance Management System (CPMS)+Coordinate the development and expansion of CPMS+Provide over the phone English-Spanish Translation between Stakeholders in order to either escalate issues reported by the Client Business with the PMO or be an interface for the Collections, Project Management and Technology Organizations+This role leads the work associated with multiple global instances of CPMS. Included in the role is daily project management oversight and matrix management of senior analysts+Provide HR technology project management - develop project plans, track and communicate project status+Develop standard reporting for HR metrics consistent with Employee Life Cycle Model.+Act as interface between HR/Business user groups and GFTS development team.+Monitor progress of HR systems development. +Perform user testing; write functional tests for systems+Develop and lead user training+Act as ongoing interface between user groups and Development team.+Communicate system changes and assist in the communication of system issues and fixes. +Research, establish and communicate best practices – communicate success stories+Lead meetings with clients end other stakeholders+Analyze HR metrics and make recommendations for ongoing process and technology improvements+Lead HR process re-engineering efforts+Lead implementation of established HR processes in newly acquired business units Show less +Introduced and led the implementation of HP's Software "Quick Test Professional - QTP" (Unified Functional Testing - UFT) as a new manual process automation tool/line for the Global Re-engineering Team of the Finance and Risk Operations (FRO) organization+Provided both on-site and virtual demos for Re-engineering Teams, Senior Leadership Teams in order to promote the automation line+Created, documented, executed and supervised the Technical and non-Technical Frameworks for the new automation line, teaming up with Risk and Control Team, Technical Counterparts, Local IT Department and FRO Senior Sponsors+Worked with Business Partners, in order to determine the feasibility of Projects+Partnered with the Re-engineering team in order to define Project savings and priority+Acted as the End-to-End Process owner for all Projects under the Automation Line+Hired, trained and supervised a Junior Analyst as well as supervised several Analysts hired by other Departments within the organization in order to execute Projects+Acted as the Main Point of Contact for any issues for the Automation Line for other geographies (Asia-Pacific/North America) Show less +System Administrator for several of the Global Platforms for Human Resources (ERMS Staffing - Taleo - eI-9 Onboarding - Oracle PeopleSoft OSC - Citi Login Admin - Global Learning Management System)+Information Security Administrator for several of the Global HR Platforms (as listed above), work in accordance to Compliance policies to ensure the correct access is given/taken from users+Functional/Business Analyst: Work with clients on requirements for new implementations on existing software supplied by my team, create Business Requirements Document for deliverables, coordinate with developers/clients+Software Developer/Automation Architect: Develop software for automation of manual functions using HP's Quick Test Professional and VB Script+Participate on Ad-Hoc On-Demand Projects as needed: Have given training to our Tier 1 Operations Support team, engage in Risk and Control Self Assessment, manage access escalations, etc Show less

  • Vice President - General Services LATAM Regional Business Office Lead

    Sept 2017 - now

  • Business Analyst - Collections Performance Management System (BP&A Intermediate Analyst)

    Jun 2014 - Sept 2017

  • Re-engineering Global Process Lead Analyst (Financial Reporting Analyst 4)

    May 2013 - May 2014

  • Security and Systems Administrator (Operations Support Analyst 2)

    Mar 2010 - May 2013