Experience

• 

  Fernando ortiz company

  Sept 1999 - Aug 2001

  Intern

  Communicated with authors to edit articles to be published in Catauro Magazine. Coordinated the graphical material to be used by the designer for the page layout.

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  🔹🔹🔹

  Aug 2001 - Jul 2003

  Freelance writer

  Wrote and edited the catalog of Francoise companies published by the Francoise Embassy in Cuba that was launched annually at the Havana International Fair.

• 

  Borroto architects

  Aug 2005 - May 2006

  Senior architect assistant

  Worked as an assistant to the main architect and owner of the firm. Prepared and maintained contracts; prepared communications for customers; and assisted architects and design team with presentation materials.

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  Miami-dade county public schools

  Aug 2006 - Dec 2007

  Teacher assistant

  Assisted teachers with ESL students providing strategies for Spanish speaking students to learn English. Participated in the evaluation process for beginning English speakers.

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  Tracfone wireless

  Dec 2007 - now

  Responsible for managing initiatives under the CMO organization supporting Sales, Indirect Channel, Alternative Business, Government and Retail while assisting on the creation, set up and increase performance of four agile teams. Assist the Head of the Enterprise Project Office on securing approval for funding during Tracfone Investment Committee. In the absence of CMO Portfolio Manager, acted in a dual role supporting Retention and Marketing teams investments. Responsible for facilitating big room planning sessions to layout priorities per business units and business verticals, creating a transparent and centralized repository of initiatives used as our road map and as baseline for future trade-offs. Assist with the transformation from waterfall methodology to Agile Safe 4 framework. Key IT/Project Management Organization Initiatives▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬✓ In charge of managing project budget, deliverable and timelines for investments under the Retail, B2B, Indirect Channel business verticals. ✓ Managed one of the top company’s programs, Claro Enterprise Solution, our sister company, completed on time and budget from inception to completion, facilitating the addition of a high visibility line of revenue. ✓ Managed high visibility investment to offer our B2B customers International Roaming services, our first postpaid model with multiple customer interface systems and platforms. ✓ Utilize technical, business and financial data to communicate effectively with client executives and their respective teams to set priorities within various business units.✓ Create detailed project road maps per initiatives, verticals and portfolio.✓ Communicate weekly status on critical business needs to the company’s CMO, his direct reports and top executives. ✓ Assist IT Leadership on securing resources for high priority investments. Show less Key IT/Project Management Organization Initiatives▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬✓ In charge of project schedules and timelines communicated across the company, including planning release dates of every change request created taking in consideration the business needs.✓ Managed one of the top company’s projects, Safelink California, completed on time and budget from inception to completion, facilitating the addition of an important company line of revenue. ✓ Support business operations and change requests for 10 different brands with multiple customer interface systems and platforms working closely with IT Operations, IT Development, SQA and other internal departments to ensure successful project delivery. ✓ Plan and manage high volume of CRs aligning business goals with technology solutions.✓ Utilize technical, business and financial data to communicate effectively with client executives and their respective teams to set priorities within various business units.✓ Create detailed project road maps, plans, and schedules for Core Releases, including Projects and BCR Release plans. ✓ Communicate weekly status on critical business needs to the company’s CSO, CIO and top executives. ✓ Created metrics to monitor aging and measure BCRs effectively.✓ Participate in the review of new BCRs in queue in order to control incoming changes.✓ Hold weekly meetings with business owners and developers to gather change requirements and provide guidance/recommendations. Show less Promoted to oversee the delivery of technical content for new projects and business change requests impacting all TracFone channels including WEB, WEBCSR, IVR, Speech, Handset, and PBX. Emphasis on the development and implementation of best practices for content development and copywriting to ensure an optimal customer experience. Provided leadership for a team of 6+ Script Writers and developed all training material for the customer and/or Agent facing channels.Project Management Accountabilities ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬✓ Managed a team of 12 Script Writers (copy/content writers) in charge of providing content for projects and business change requests (BCRs) impacting all TracFone channels (WEB, WEBCSR, IVR, Speech, Handset, PBX). ✓ Provided leadership for resource allocation and distribution of workloads for the launch of the three brands including Simple Mobile, Telcel and Straight Talk. ✓ Created high quality content that reduced costs, increased company revenues and improved the level of customer service by increasing automation, reducing customer failures and improving customer experience.✓ Developed materials for Customer Care Representatives to assist with customer interaction, and scripting for standard and phone instructional scripts and/or training materials.✓ Identified external projects and initiatives that required Scripting Department’s Services.✓ Supported project and BCR script defect resolution to ensure they were addressed by the scripting team in a timely manner.✓ Managed resources that reviewed and approved all Marketing and Retention communications delivered to the customer ensuring they were operationally correct, minimizing customer confusion and potential escalations.✓ Provided direction, guidance and feedback to Script Writers during the script creation process ensuring clarity, consistency, simplicity and glossary compliancy.Continued below.... Show less Wrote, edited and proofread handset materials, packaging, and marketing material, internal and legal documents with primary focus on web content for all brands with the portfolio. ✓ Improved web channel usability based on process data. Created and maintained instructional content for customer facing channels for six existing cell phone brands. ✓ Tested instructional content for all channels for Projects and BAUs. Wrote and edited communications for customers, including approvals and translations for Marketing, Online Marketing and Customer Retention departments. ✓ Worked with the manufacturer to ensure the phone’s menus met TracFone standards. Served as a liaison with a 3rd party company for the Mobile Complete channel regarding the progress of new handsets releases. Show less

  • Director

    Mar 2020 - now

  • Sr. Program Manager

    Jun 2017 - Mar 2020

  • Project Manager

    Apr 2014 - Jun 2017

  • Technical Scripting Supervisor

    May 2012 - Apr 2014

  • Technical Script Writer

    Dec 2007 - May 2012