Claudio Comin Ruiz Email & Phone Number

County Limerick, Ireland

Viatel Technology Group specialises in cyber resilience, cloud transformation, secure networks, business communications and managed services. Our fully managed solutions are designed to drive enterprise. Our impact on customers is immense. Relieved of daily technical headaches, with applications and data optimised, companies gain the freedom to thrive and reach their maximum potential.With over 26 years’ experience, Viatel Technology Group is an expert Microsoft Solutions Partner, a Deloitte Best Managed Company and Chamber’s Ireland’s ICT Company of the Year. Our passionate team of over 300 experts is wired to deliver industry-defying, positive customer experience to thousands of multinational corporations, indigenous companies and public sector organisations.

County Cork, Ireland

- Drive Performance Improvement to optimize processes for the customer service with Airbnb accounts.- Apply Lean Six Sigma, DMAIC, and Project Management methodologies.- Understand key metrics that measure business-unit performance, map and draw up process flow charts for department, create scorecards, and monitor process performance over time.- Conduct gap and RCA analysis, collecting data and insights from operations to identify countermeasures and ensure that re-engineering goals, measures, and metrics are established.- Assess current capacity standards and measurements, and determine how to modify in order to maximize efficiencies and reduce cost.- Create and Implement a Risk Management Framework around the company. Identify and link relevant Standard Operating Procedures.- Present the ISO certification process to each department and create and execute an internal audit plan.- Ensure timely delivery of projects and breakthrough results that meet, or exceed, agreed-upon metrics.- Partner with department managers to develop and analyze metrics in order to determine current KPI's and SLA's effectiveness.Main Achievements:- Improved the NPS (Client Key Quality Metric) by 15% promoting a detractors decrease, through a site initiative for 8 months for Airbnb contract in Manila, Philippines involving 300 agents.- Increased NPS by 12% in the Cork site involving 50 agents from an optimization of the agent available time based on an increase of tickets numbers.- Built trustful relationships with all stakeholders through proactive approach, effective project delivery, and addressing opportunities and challenges in a timely manner.- Successfully created the foundations of ISO which allowed the company to be ISO 9001:2015 certified, involving 21 departments during a 12-months period.

County Cork, Ireland

- Provided excellent support to Google clients on issues related to G Suite accounts through telephone and email.- Researched and investigated cases to resolve technical issues in line with client SLA’s and team KPI’s. Appropriately escalated cases to Tier 2.- Generated daily reports to guarantee the quality and follow up with the customer.Main Achievement: Promoted to Project Manager within a year in the company due to outstanding work performance.

São Paulo Area, Brazil

Main Client: Bradesco - one of the biggest Brazilian banks. Goal: update and optimize the entire Bank’s New System Architecture. Budget: US$ 16 Million/ project. Allocated onsite at Bradesco Headquarter.Main projects: Current Account (Debit / Credit), Rural Credit, Investment, Account charges, Internet Banking, and Loan Analyses. - Promoted support to project managers to analyse projects' risk, define and deliver targets, using concepts and best practices of PMOBOK.- Created, validated, and controlled project plans and schedule reports to director level. - Delivered meetings with cross-functional stakeholders, outsourcing companies, and product owner.- Tracked project status against milestones and deadlines, verifying project deliverables, resources, and quality. Planned and managed systems implementation and expansion across the country.Main Achievements: - Contributed to optimizing time for the PMO department by changing the communications plan, report structure, and improving the project tracking.- Built and maintained strong relationships with clients and all stakeholders up to C level, performing the ability to negotiate and demonstrate resilience.

São Paulo Area, Brazil

Main projects: Investment and Billing System (Invoice, Utility bill, and Direct Debit)- Responsible for end-to-end project delivery (Project Planning, Requirements gathering, Development, Test, and Deployment). Managed projects using PMI and Agile methodology.- Managed and controlled project deliverables (time, cost, quality, scope), implemented effective change, risk, and issue management processes. Coordinated meetings to report status to the client.- Led and co-ordinated a multi-disciplinary team to deliver the project objectives in a structured and efficient manner.Main Achievements: - Migrated and rolled out new Billing system in 4 thousand bank branches in a timely manner, meeting clients deadline.- Promoted due to outstanding work performance, communication, and organization skills.

São Paulo Area, Brazil

- Specified documents of business solution to development team. - Requirements gathering with product manager.

São Paulo Area, Brazil

- Developed IT banking projects using SQL Server, VBA, VB.net, C#.net, and Java. - Business requirements gathering with the Product Owner.- Developed and applied test plans on the application.

Diploma, Project Management

Bachelor’S Degree, Information Systems

Technical Degree, Systems Development