Contact
- (Mobile)-
www.linkedin.com/in/federicojs
(LinkedIn)
Top Skills
Team Leadership
Business Intelligence
Call Center
Languages
Spanish (Native or Bilingual)
English (Full Professional)
Federico Stiefel
Consultant Project Manager.
Summary
I've worked for different industries (IT/Programming, Localization,
Gaming, Call Center) for almost 15 years and I've gained experience
in Project/Team Management. On my annuals reviews, my strongest
skills were leadership, teamwork, data analysis, and communication.
I have excellent technical skills in MS Office and knowledge in SQL,
Visual Basic.Net, HTML and BI (Tableau, Reporting Services, etc.)
I'm always eager to learn new practices and share my experience
and knowledge with others.
Certifications
Effective Management
Experience
Management Consulting
Freelance Project Manager
November 2017 - Present
Rosario, Santa Fe, Argentina
I work remotely from Argentina in different time zones to assist a variety of
companies (software, localization, call centers) in best practices, procedure
improvements and project handling.
- End-to-end project management; applies appropriate contingencies in
planning and resourcing.
- Allocates required project resources.
- Manage project budgets (cost, invoice, revenue).
- Ensures team's compliance with standards, practices and policies.
- Ensures quality and timelines of team's deliveries.
- Supports sales team by analyzing new business opportunities.
RWS Moravia
Project Manager
July 2015 - October 2017 (2 years 4 months)
Santa Fe Province, Argentina
- Supports the sales team through developing effective project delivery
solutions/proposals including quotas.
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- Completes project risk analysis and defines mitigation actions of the risks
identified.
- Creates project plans and schedules based on client-specific requirements;
applies appropriate contingencies in planning and resourcing.
- Allocates required project resources.
- Regularly monitors client satisfaction and takes improvement actions.
- Creates and controls project budgets, performs cost tracking, issues vendor
purchase orders, and client invoices, and approves schedule reports.
- Ensures the team's compliance with standards, practices, and policies.
- Ensures quality and timeline of the team's deliveries.
BlueConnect Contact Center - Kitec S.A.
Planning and Reporting Manager
June 2014 - June 2015 (1 year 1 month)
Rosario, Santa Fe, Argentina
Coordinate Planning and Reporting team to perform the following tasks:
- Create rules for dialing customer's data.
- Create Customers Representative's shift based on call volume during the
day.
- Schedule vacations and planned absence to ensure availability.
- Forecast the number of Customer Representatives based on call volume.
- Applies appropriate contingencies when actual metrics differ from the
forecast.
Perform the following tasks:
- Create KPI reports for Supervisors, QA Coordinator, and Managers.
- Create a performance report and compensation benefits plan for
Representatives, Supervisors, and Managers.
- Review metrics for new business opportunities.
- Create a database structure in SQL to connect to ongoing programs and new
create applications based on that architecture.
- Apply call center best practices.
CAT Rosario
System Analyst
September 2013 - May 2014 (9 months)
Rosario, Santa Fe, Argentina
- Database administration.
- Queries creation and maintenance.
- New features implementation.
- Existing and new features negotiations with existing/new providers/clients.
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- Control pre-activation of TC (Tarjeta sin Contacto, Contactless Card).
Accenture
Senior Programmer
July 2011 - August 2013 (2 years 2 months)
Rosario, Santa Fe, Argentina
- Reviewing query performance and optimizing code.
- Writing queries used for front-end applications (websites, desktop
applications, or cloud apps).
- Designing and coding database tables to store the application’s data.
- Data modeling to visualize database structure.
- Working with application developers to create optimized queries.
- Creating database triggers for automation, e.g., automatic email notifications.
- Creating table indexes to improve database performance.
- Programming views, stored procedures, and functions.
Sykes
5 years 6 months
OMD Coordinator
December 2007 - February 2011 (3 years 3 months)
Rosario, Santa Fe, Argentina
- Manage the OMD Team for Rosario and Cordoba sites for all English based
clients.
- Overview SLAs to ensure that metrics requested comply with industrystandard.
- Define KPI for the Operations.
- Work closely with the upper management to detect trends and develop action
plans.
- Train OMD/Reporting Analyst.
- Perform the start-up of new accounts for all OMD related topics
Reporting Analyst
December 2005 - November 2007 (2 years)
Rosario,Santa Fe, Argentina
- Collect, evaluate, and prepare reports and/or other complex statistical data
for Operations/HR/WFM/Admin on time.
- Prepare statistical and narrative reports and recommendations, and
participate in the analysis and interpretation of data as appropriate.
- Generate/develop & maintain reports/systems to ensure Service Level
Agreement.
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- Collect, read, analyze, interpret, and summarize data in preparation &
generation of statistical and analytical reports.
- Act decisively to solve account-specific/individual issues related to data
generation/analysis/interpretation.
- Maintain collection and tracking of relevant data.
- Maintain appropriate records of contacts and results on a daily basis.
- Design and/or develop specific systems for collection, tracking, and reporting
of data.
- Compile data and analyze past and current trends.
- Provide a variety of reports to the Operations, Administration, and HR
departments.
- Work closely with management to assure that their reporting needs are
satisfied.
- Play a lead role in the support team.
- Perform miscellaneous job-related duties as assigned.
- Interact/Coordinate with management in an organized manner resulting in
effective data collection and analysis.
- Collaborate with management to gain knowledge of specific work situations
requiring employees to better understand changes in process, policies,
procedures, & regulations.
- Work in accordance with the rules, roles, and responsibilities set/specified by
immediate supervisors.
- Deliver reports on time as requested by the client and/or management.
- Define and manage the achievement of client performance objectives.
- Create and Maintain agent level schedules and attendance reporting.
Customer Service Representative
September 2005 - November 2005 (3 months)
Rosario, Santa Fe , Argentina
- Inbound U.S. customer calls (no sales)
- Provide support for a mobile phone company
Cyber Abismo
Shift Manager
July 2002 - April 2005 (2 years 10 months)
Rosario, Santa Fe, Argentina
- Customer support
- Technical support (PC software and hardware maintenance)
- Administrative tasks (payment/orders to suppliers, shift balance, etc)
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Education
Universidad Nacional de Rosario
System Analyst, Computer Science and Technical English · (2003)
Full Solutions
DBA, Database Administration · (2012 - 2012)
Pontificia Universidad Católica Argentina 'Santa María de los
Buenos Aires'
Certification, Human Resources Management/Personnel Administration,
General · (2008 - 2009)
Instituto UNICO
High School, Computer · (1998 - 1998)
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