Augusto Blandini Email & Phone Number

Buenos Aires Province, Argentina

Buenos Aires Province, Argentina

Remote

• Product Management: In the process of rebuilding a company’s proprietary software, responsibilities covered backlog management, process refinement, and user experience & interface redesigning, acting as the first layer of product development within the cross-functional scrum team.• Marketing Strategist: Defined and executed new client acquisition strategies, processes, and online presence.Key Achievements: ✔ Defined new user-based processes and interfaces to facilitate scalability of key modules within the digital product✔ Established a new online presence for the organization to connect with new prospects via multiple channels

Remote

• Subject Matter Expertise: Produced organized documentation of processes, customer care, and team management best practices, and created databases to conduct data analysis as part of consultation duties for management on contact root cause tendencies efficiently. • Issue Escalation & Resolution: Showcased technical knowledge of platform features in handling complex cases that require the highest level of support, providing timely, brief, and concise resolution to achieve high customer satisfaction ratings. Key Achievements: ✔ Improved company-wide service levels by creating technical and soft skills training materials and guidelines. ✔ Established practices to favor data and performance tracking for both the team and product.

Buenos Aires

• Cross-Functional Leadership: Led all aspects of relations with both clients and the support operations of a team of 50+ members, focusing on strategic planning and implementation of initiatives while coordinating interdepartmental efforts to improve service levels. • Performance Optimization: Processed competent execution of duties, including operational planning, data analysis, and collaborating with Training and Quality departments to implement company-wide process improvements while internally implementing systemized processes to meet and improve the team’s KPIs. Key Achievements: ✔ For the AMD account: Prevented client churn and achieved service excellence by implementing structural operation changes, improving customer satisfaction rating by +25% without additional investment, resulting in a tripling of the contract’s value as the client trusted our team with their professional support operation. ✔ For the Psyonix account: Built improved customer service SOPs and service protocols on contact deflection methods, which led to decreased operational costs and a +25% increase in customer satisfaction scores. ✔ Established improved recruiting, training, and quality assurance practices that sparked company-wide interest and adoption, and led their implementation in the organization.

Buenos Aires Office

• Performance Development: Exemplified hands-on and strategic leadership skills in managing 40+ customer support agents, monitoring operations performance, identifying improvement areas, analyzing/reporting business data, and implementing development initiatives to elevate and boost the team’s performance and results in quality service. • Team Management: Managed day-to-day team operations and executed yearly on-site visits to the client’s HQ to analyze operation processes, create training materials, and deliver recommendations during strategy meetings on methodical plans to address operational roadblocks while maintaining efficiency. Key Achievement: ✔ Spearheaded training and coaching initiatives, and optimized team quality monitoring processes which led to a +15% reduction in customer dissatisfaction rate, and an increase in employee retention.

• Team Leadership: Ascertained service quality through effective performance coaching, leveraging leadership skills in training and delegating tasks for team members, orchestrating work streams, and motivating productivity to support goals. • Customer Support: Provided a high level of customer support in overseeing technical operations and responding to issue escalations, showcasing the ability to build customer relations and trust through open and interactive communication.

Buenos Aires

• Technical Troubleshooting: Displayed a solid technical background by providing computer hardware diagnostics, troubleshooting assistance, and effectively identifying and resolving issues in the least amount of time to gain a higher customer satisfaction rating and to avoid any further problems, damages, and management escalations. • Problem Resolution: Proficiently conducted root cause analysis on issues to develop solutions & preventive measures.

Buenos Aires Office

• Sales Optimization: Optimized refined soft skills, acquiring expertise in client negotiation, conflict resolution, and customer service management to ensure high-quality performance and drive revenue generationKey Achievement:• Earned a reputation as the Top Performer for 18 months through effectively assessing individual client situations, and providing financial advice which led to collecting payments in full for a majority of debtors, vastly exceeding performance expectations.

Agile Project Management, Project Management

Agile project management certification

Bachelor'S Degree