Leandro I.

Experience

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  Centioni Computación

  Jan 2006 - Apr 2008

  Service Technician

  In my first job experience, I worked as a service technician at Centioni Computación, where I developed essential skills in responsibility and professional dedication. My performance allowed me to meet all job objectives, and I left the position only to focus on my university studies.My responsibilities included providing technical support for computer equipment, as well as assembling and preparing new devices. This experience gave me a solid foundation in technical problem-solving and hardware assembly.References: Sergio Hernan Centioni: centioniclaudio@hotmail.com Claudio Centioni: centioniclaudio@hotmail.com Show less

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  Universidad Blas Pascal

  Feb 2010 - Dec 2010

  Audiovisual Producer and Director

  As an intern at Universidad Blas Pascal, I participated in producing educational audiovisual content. I collaborated in planning, filming, and editing videos, gaining valuable hands-on experience in all stages of audiovisual production. This role allowed me to develop key skills in managing audiovisual projects, from concept to post-production, and to work in a demanding academic environment that required precision and creativity.

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  Konecta Argentina

  Dec 2015 - Jul 2017

  Customer Service Representative

  I provided customer support in a high-demand environment, managing inquiries and resolving issues efficiently. I developed skills in complaint management, customer retention, and CRM handling, ensuring a positive customer experience. My ability to stay calm under pressure and resolve problems quickly helped improve customer satisfaction and consistently meet the company's objectives, making me a key player in the customer service team.

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  Freelance

  Jul 2017 - Aug 2019

  Audiovisual Producer

  I worked independently, creating audiovisual content for clients such as the Confederation of Sports of Córdoba and the Ministry of Justice of Córdoba. I managed projects from start to finish, including planning, budgeting, filming, and editing. My work included producing a micro-documentary on chess in prison environments. This experience strengthened my skills in team coordination and project management in creative settings, allowing me to deliver high-quality content that met client expectations. Show less

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  Apex America

  Aug 2019 - Jun 2024

  As IT Project Manager at Apex America, I successfully led a multidisciplinary team of 8 sysadmins and a cloud engineer, managing project demands and ensuring the delivery of high-quality solutions in an agile environment. My primary focus was on implementing and optimizing ITIL v4 and IT4IT practices, which standardized workflows, improved operational efficiency, and ensured effective service lifecycle management.I facilitated key agile ceremonies, including daily meetings, plannings, kick-offs, and retrospectives, keeping the team aligned with project goals and ensuring continuous value delivery. This approach led to significant improvements in deliverable quality and deadline adherence, resulting in higher stakeholder satisfaction.Additionally, I developed customized dashboards for senior management, providing real-time insights into project progress, team capacity, and risk management. These dashboards were essential for strategic decision-making and task prioritization, aligning the team's efforts with the company's business objectives.I also managed relationships with key vendors, such as Epidata and Aeros (Google partner), ensuring seamless integration of their services into our projects and meeting client expectations for quality and delivery.Furthermore, I was responsible for training the team in ITIL v4 best practices, enhancing their ability to manage IT services efficiently. This included fostering a customer-centric approach and a culture of continuous improvement, which empowered the team to adapt quickly to changing project demands and contribute effectively to the organization’s success. Show less As a Customer Experience Manager at Apex America, I fostered a customer-centric culture, ensuring adherence to account quality standards and guidelines. I monitored service quality by listening to calls and implementing best practices, leading to improvements in key KPIs such as NPS, AHT, and first-call resolution rates. I conducted diagnostic reviews and bi-weekly follow-ups to drive continuous improvements, coordinating processes and performance metrics that optimized operational efficiency and elevated customer satisfaction, contributing to the organization's overall success. Show less As a Customer Experience Manager at Apex America, I fostered a customer-centric culture, ensuring adherence to account quality standards and guidelines. I monitored service quality by listening to calls and implementing best practices, leading to improvements in key KPIs such as NPS, AHT, and first-call resolution rates. I conducted diagnostic reviews and bi-weekly follow-ups to drive continuous improvements, coordinating processes and performance metrics that optimized operational efficiency and elevated customer satisfaction, contributing to the organization's overall success. Show less

  • IT Project Manager

    Apr 2023 - Jun 2024

  • Customer Experience Manager

    Jun 2022 - Apr 2023

  • Customer Service Representative

    Apr 2022 - Jun 2022

  • Customer Experience Management

    Aug 2021 - Mar 2022

  • Customer Service Representative

    Aug 2019 - Aug 2021
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  NextVision | Ciberseguridad Inteligente

  Sept 2024 - now

  Project Manager

  As a Project Manager at Next Vision, I lead cybersecurity projects, ensuring timely delivery within budget. I coordinate teams, apply agile methodologies (Scrum/Kanban), and manage communication with stakeholders to ensure projects align with business goals and meet high-quality standards.