Application Development / Contact Center / Customer Care
Resume:
Natalio Guada
CONTACT
INFORMATION
*******@*****.***
Pembroke Pines, FL
Linkedin:
linkedin.com/in/natalio-
guada
SUMMARY
Highly analytical and technical problem solver with experience in system integration and software development for Wireless/Telecom consumer products and services. Thrives in delivering fast to market, scalable, multi- language (English, Spanish) omnichannel solutions. Simplifies technology and processes to gain organizational agility in Contact Center, eCommerce and Logistics operations. Sharp design and coding skills with a constant focus on business value and continuous improvement. EDUCATION
Bachelor of Science in
Industrial Engineering,
Universidad Catolica Andres
Bello, Caracas - Venezuela
Master of Business
Administration,
Florida International University
Miami - Florida
LANGUAGES
Spanish
English
SOFT SKILLS
Leadership and Mentoring
Result Oriented
Change Agent
Cross-Functional Teams
Management
Effective Communication
Design Thinking
Journey Mapping
Project Management
PROFESSIONAL EXPERIENCE
Director Agent Systems – Software Engineering
05/2012 – 02/2020 • TracFone Wireless Inc.
Lead a 15 member group distributed across 3 agile teams. Enabled the sale and support of wireless products as well as the maintenance and enhancement of several Contact Center (IVR), eCommerce, and CRM applications (Avaya, Connect, Angular, SpringBoot, ADF, PLSQL, Oracle, AWS). Supported 10 wireless brands, 23 million customers, 10,000 agents, and 150K calls per day. Always focused on improving customer experience and maximize NPS (Net promoter score).
Re-Platformed the Customer Service Application using Oracle ADF. Redesigned and streamlined Customer Service application to accelerate the Time-to-Market of new product offerings and add-on services.
Deployed AWS connect universal entry application to facilitate IVR application routing across existing Avaya/Nuance platform.
Expanded Contact Center capabilities via Avaya IC integration, and various SaaS capabilities (Verint – Session Recording, Qualtrics Surveys, and Jacada Interact Agent Guidance). This initiative improved customer experience and reduced call handle time.
Expanded Loyalty Rewards to half a million additional customers. Lead a team of Angular, HTML, CSS, ADF, Commerce, PLSQL, and SOA Developers to expand loyalty rewards memberships and benefits to 3 new prepaid cell phone brands. These programs reduced customer churn of those enrolled by 33%.
Implemented Atlassian tools (Jira, Confluence) across the whole organization (1000 users) to support collaboration and agile transformation initiatives. Completed the launch of 15 agile teams across the organization from Sales and Marketing to Reverse Logistics.
Migrated Angular based websites to AWS to improve performance by reducing loading times through the adoption of CloudFront (CDN).
Established Ci/CD pipelines for Front-End and CRM applications using BitBucket-Jenkins-Artifactory. Automating notification and deployments. These changes accelerated the development cycle. Director Application Development – Software Engineering 03/2006 – 05/2012 • TracFone Wireless Inc.
Lead 4 different teams dedicated to Product Launch (Handsets), Data Services (PLSQL), IVR Development (Avaya, Nuance), and CI/CD processes of 8 different project environments (WebLogic, OracleDB). Launched dozens of handset models across multiple brands and developed hundreds of changes and improvements for the core transactional applications.
Created a product configuration engine (Oracle Apex) to accelerate the launch of new wireless handsets and services plans.
Created a custom CMS to edit, version, and deploy content for dozens of handsets across multiple brands. It was developed using Oracle APEX and PLSQL).
Migrated IVR flows from touchtone to voice recognition interactions. It included Activation, Reactivation and Redemption transactions. Voice Recognition capabilities improved the overall success of IVR transactions and increased customer satisfaction.
Adapted web content to be model-driven and eliminated hard-coded scripts associated with handset models. Facilitating the launch of new products and increasing the success of web transactions.
Supported the launch of StraightTalk (Backend, SMS, IVR) TracFone's Walmart exclusive brand. Straight Talk is currently the most successful TracFone brand with 10+ million customers.
ACHIEVEMENTS
Reduced call center average call time allowing $20MM yearly savings.
Cloud Migration of Angular based websites (AWS) to improve performance by reducing loading times.
Implemented Tempo(Jira) project allocation and integration to faciliate project accounting (CAPEX,OPEX).
Migration of legacy Customer Service application to Oracle ADF platform / CTI Integration with IVR + Smart Routing- Voice Recognition Applications to improve customer experience and reduce AHT (Average Handle Time) in 8 minutes, providing savings of
$35MM.
Implemented Atlassian tools (Jira, Confluence) across the whole organization (1000 users).
Supported 10K Service Agents (150K calls per day) across several Call Centers around the world with a unified application for CRM, Sales, and Technical Support.
TECHNICAL SKILLS
Proficient in: Oracle ADF, PLSQL, JDeveloper, Java, JSF, SOA Integration, REST Integration JSON, Oracle APEX, System Design and Integration, Database Design (SQL Developer Data Modeler), Source Control Tools
(Git, CVS), Collaboration Tools (Jira Administration and API Integration, Confluence, Tempo), Microsoft Projects, AWS (S3, Route 53, Cloud Front, Lambda), Node.js, React, Spring Boot Microservices, Python scripting. Familiar with: Automatic Testing (Selenium, Watir), Angular, HTML, CSS CERTIFICATIONS
PMP, PMI (2015-2018)
SAFe 5 Scrum Master
Scrum Alliance – Certified Scrum Master
ITIL® Foundation Certificate in IT Service Management
AWS Certified Solution Architect Associate
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