Giancarlo Wilson
Chard,UK
Summary
Collaborative Senior Project Manager promoting more than 6 years of expertise in deadline-orientated environments. Bilingual and capable of working successfully with clients and peers.
Overview
21
21
years of professional experience
Work history
Senior Project Manager, Project manager
Dell EMC technologies, Dell EMC
01.2021 - Current
- Giancarlo Wilson T
- Inventory planning, Branch management, and Operations oversight experience, with nine years in progressive roles with large International companies
- Refined relationship-building skills and experience collaborating with vendors and customer-facing sales/service staff
- History of orchestrating successful sales strategies and marketing initiatives designed to increase revenue
- Strong background in sales
- Project Management of high complexity projects and account ownerships
- Building of client/customer relationships for achieving Total Customer Experience (TCE)
- Expertise in driving process improvement through project management and driving results for performance
- Update and creation of service information
- Continuously maintain and delivering Work in Progress of average 35 projects - follow up and updates
- Working Traditional, Adaptive/Agile and hybrid methodology to deliver projects
- Managing Compliance requirements
- Added value to the PMO as an Innovation leader
Schedule Production Analyst
01.2019 - 01.2021
- Project Management of medium and high complexity projects
- Deliver services successfully and offer a great experience to our customers
- Initiate, Plan, execute and close technology and services projects
- Continuously maintain and delivering Work in Progress of average 45 projects - follow up and updates
- Managing Compliance requirements
- Added value to the PMO as an Innovation leader, Build profiles for new employees, and database update
- Provided detailed reports for new hires and trainees
- Drove growth by focusing on customer service and teamwork
- Ensure processes and pre-hire agreements were met
- Create schedule windows and timeframes based on business and operational needs
- Work various schedule productions considering the country of origin of the new hire, based on hire sites and their country work laws.
Operations Quality Data Analyst
Banesco
01.2017 - 01.2019
- Database repository updates and information gathering
- Statistical analysis and follow up of Management requirements
- Planning, forecast and scheduling of personnel
- Tool design for metrics and indicator control
- Coordination of management operational Budget
- Update and creation of service information
Work Force Management Specialist
Language Line Solutions
01.2013 - 01.2017
- Joined as Spanish/English interpreter, promoted rapidly through a series of increased responsibility management positions based on strong financial, operating, and team Leadership performance
- Delivered support to 8000-plus employees over six country sites
- Decrease cost per minute amid tough economic pressures
- Process overtime hours, time off, terminations based on
- Forecasted needs
- Implement procedural workflows
- Work command centre of operations guidelines to ensure goals
- Metrics
Floor Supervisor
- Support and supervise a floor with over 100 agents/Interpreters andretain high quality employees
- Manage day to day operations, report incidents, provide peer support
- Create and upkeep attendance reports, register paperwork, track patterns and areas of opportunity
- Work with recruitment and training departments to ensure new hire and training workflows
- Properly code employees within various track/metric keeping tools, software and process payroll before accounting deadlines
- Maintain support and relationship building for staff and work Floor
- IT Support
- Assist IT manager for all Onsight IT issues
- Implement next-generation Software technology for the Panama site
- Hardware Service and maintenance
- New server and router implementation
- Keep contact with vendor and service providers to ensure 24/7 operational control
- Medical / 911 Interpreter
- Over the telephone English/Spanish, Spanish/English interpreting for
- Medical and emergency services
- Accurately interpret for Medical Staff and Doctors for
- Hospitals and Clinics through the USA
- Provide call agent assistance for high Queue windows
- 911, legal and disaster(FEMA) call servicing
Customer Service Manager
My Medical Files
01.2007 - 01.2013
- Hired as a compliant specialist, promoted to customer service managerbased on proactivity, operational, and team Leadership performance
- Review and implement compliance performance for Hospitals and clinics
- Support and supervision over 20 customer service and compliance employees
- Enforce daily and monthly goals
- Streamline processes during electronic medical record keeping implemented by law for our clients.
Sales Manager
Mutual Warranty
01.2006 - 01.2007
Business manager
Dell Panama
01.2003 - 01.2006
- For sales within US territory of home/business warranties
- Responsible for reviewing new applicants profiles and internal sales position offerings
- Launched new safety products in response to regulatory requirements and sold $1/4 million in 10 months
- Software and Peripherals Sales Agent for Latin America and the Caribbean, Sold Software provided by Dell partners such as Microsoft, Veritas, Linux
- Mcaffe, Oracle and other third-party products and all-around components and parts for servers, laptops and desktop computers
- Microsoft sales champion for two Quarters
- Oracle 10g for Resellers sales champion
- Dell Mexico DF Sales Fair Participation for outstanding performance
- Dell Virtual Training participation/Virtual Trainer and Facilitator
- Sales support in software & peripherals for SOHO/small office and home
- Parts and Upgrades Sales Agent
- Sold Dell´s internal computer parts and upgrades for home users and companies under 400 employees.
Nesting Coach, Customer Care Agent
Spherion Panama
01.2003 - 01.2006
- Provide on the floor training for new agents after training completion
- Provide feedback and support to agents
- Assist the training department with the completion of Nesting on the floor training.
Customer Care Agent
- Sales for AT&T account, service for internal and
- International customers.
Education
ITIL v4, PMI InstitutePMP Certification -
PMI Institute
Lic - Video/Radio production
Universidad Latina
Commercial Announcer - undefined
Universidad del Istmo
Skills
- Merchandise Planning
- Social Media Planning and Profit Analysis
- HR Software
- (MS office suite, Salesforce, Impact 360, Delta, SAP)
- MS Project
- Program Management
- Project Management Office
- Inventory Control
- Sales/Customer service Coaching
- Payroll processes and control
- Multisite Operations
- Vendor Relations and Negotiation
- Employee Training and Development
- Marketing software (Adobe Photoshop, Adobe Premier, Final Cut, OBS)
- Blockchain experience
- NFT management
- Project goals and milestones
- Project budgeting
- Material and labour scheduling
- Portfolio management
- Quality management
- Kanban methodology
- PRINCE2
- Sprint planning
- Flow management
- Risk management
- KPI review and management
- JIRA
- Customer relations specialist
- Process improvement
- Agile project management
- Organised and efficient
- PMBOK methodology
- Excel expertise
- Client rapport
- Key stakeholder engagement
- Budgeting and forecasting
- Relationship building
Accomplishments
- Achieved record sales in multiple markets and services
- Proven CE track record
- Hired and trained more than 200 employees
- Proven sales record
- Strong human resources knowledge and experience
- Sales and Customer Services on the floor experience
Languages
English
Native
Spanish
Native
French
Beginner
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Quote
Tell your heart that the fear of suffering is worse than the suffering itself.
Paulo Coelho
Timeline
Senior Project Manager, Project manager
Dell EMC technologies, Dell EMC
01.2021 - Current
Schedule Production Analyst
01.2019 - 01.2021
Operations Quality Data Analyst
Banesco
01.2017 - 01.2019
Work Force Management Specialist
Language Line Solutions
01.2013 - 01.2017
Customer Service Manager
My Medical Files
01.2007 - 01.2013
Sales Manager
Mutual Warranty
01.2006 - 01.2007
Business manager
Dell Panama
01.2003 - 01.2006
Nesting Coach, Customer Care Agent
Spherion Panama
01.2003 - 01.2006
Floor Supervisor
Customer Care Agent
ITIL v4, PMI InstitutePMP Certification -
PMI Institute
Lic - Video/Radio production
Universidad Latina
Commercial Announcer - undefined
Universidad del Istmo
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