David

I created a program from scratch to unencrypt the files received from the bank that owns the magazine to then clean the data and show to each department only what they were supposed to see to then encrypt it again and send it back to the bank with additional data pulled from the modifications made by the team.

This program required 3 layers of security and all consults were done directly in the database for additional security, the language used was JAVA and SQL.

Got promoted to RESQ team of SPRINT USA where i created and

followed up long escalations that had to be resolved in less than a month, i created a

Business To Client relationships over the phone with each client throughout

multiple calls to solve big account glitches with the objective of improving customer

loyalty and satisfaction with the service.

Certificated with 108 Hours in the Career Plan JUMP as a Supervisor of personal

and in emotional intelligence where we learned to manage groups of over 10

members and to create action plans for constructive criticism to improve

performance and metrics.

Back Up Supervisor of a Team of 15members for Sprint USA.

Floor support for 1 year giving me expertise in answering questions and managing

people while multitasking between multiple accounts with sensitive information

and ensuring that the work enviroment wouldn't become tense with the added

pressure of tight deadlines.

Director and designer of the private tour section of the company and quality manager of tour guides as well as being the director of the first official touristic project of Monserrate in Bogotá. We successfully managed 2 simultaneous tours in English and Spanish, one highlight from this time was being the chosen tour agency for the Barcelona Football Club Legends which required a huge logistical effort with local police and their private security crew.

As a Real Time Analyst for PayPal(Venmo), I used advanced Excel and IEX tools to ensure timely and accurate delivery of heavy reports. My strong analytical and problem-solving skills, combined with the ability to make quick decisions and think outside the box, enabled me to effectively monitor incoming volumes in queues and reports on agents’ daily attendance and schedule adherence in real-time.

The responsibility of the position required strong organizational skills, knowledge of BPO Work Force Management activities such as Real Time Management, Scheduling, Roster Preparation, Shrinkage Management & constant team calibrations.

Migrating E-Commerce websites from Retailers in USA by using advanced HTML, CSS, and JavaScript from legacy platform to modern, requirement-specific environments.

Each site has to be not only visually appealing but also highly functional, with a strong focus on responsiveness for cellphones, tables and monitors of all sizes as well as improving SEO for better practices.

Key Achievements:

✅ Highest Migration Conversion Rate – Recognized as the top-performing team member for successful website migrations.

✅ Process Improvement – Proposed processes to refine and optimize workflows that were not only approved by management but are still currently implemented throughout different departments.

Key Highlights:

Team Collaboration: Thrive in team settings, with constant meetings and calibrations to ensure project alignment and cohesion.

Active Contribution: Regularly contribute to team discussions and strategy planning, actively testing and improving processes both individually and collaboratively.

By integrating predictive forecasting, process innovation, and cross-functional collaboration, I accelerate smarter, more profitable migrations while maintaining high performance and team satisfaction.

I assist a multi-department international team that migrates e-commerce websites from a legacy platform into a modern one which aims to be the most secure and reliable platform available with continuous enhancements which require constant strategic planning with Management, Devs, Designers, QA's and CAM's, ensuring conversion-driven, performance-optimized sites that aim at retailer success and revenue growth.

Key Responsibilities & Achievements:

🔹 Accelerating Go-Live Timelines – Developed a forecasting methodology that factors in project complexity, client revisions, and team availability. By refining workflows and collaborating with leadership, I reduced design-to-go-live timelines by 43%, improving efficiency and quality without compromising team satisfaction.

🔹 Strategic Forecasting & Data-Driven Optimization – Conducted a year-long performance analysis to create an advanced forecasting model that predicts project timelines, optimizes resource allocation, and informs hiring strategies for scalable growth.

🔹 Cross-Functional Leadership & Business Alignment – Collaborate with Management, Design, CAM's and Op leaders, ensuring our roadmap aligns with business objectives. My insights on team capacity and performance directly influence hiring decisions, and I play an active role in selecting and training top talent.

🔹 Scaling Productivity Through Smart Delegation – Foster a culture of trust and efficiency, reducing micromanagement while introducing structured team engagement activities (e.g., weekly gaming or meditation and stretching sessions) to boost productivity, satisfaction, and retention.

🔹Bug/Escalation Resolution – Oversee bug escalations and feature requests, to keep projects on track without compromising quality.