Richard Moliner Email & Phone Number

Criciúma, Sc, Br

• Manage communication between the team, client, and stakeholders to ensure project alignment• Create and organize the project scope, breaking it down into deliverables and milestones• Validate the scope both technically and functionally with the client and the team• Organize the backlog, prioritizing tasks and adjustments based on QA feedback• Manage sprints and set clear goals for the team• Mediate follow-up meetings with clients, the tech lead, and stakeholders• Pass technical and usability requirements to development and design teams• Track daily standups and monitor project progress• Quickly resolve blockers with creative solutions• Validate design and development deliverables, focusing on quality and scope• Collect and analyze NPS/feedbacks quarterly to drive continuous improvements• Manage the improvement pipeline and client-related issues• Set deadlines and ensure timely delivery• Validate team availability and plan the project start

- Develop a detailed sales playbook and commercial policies to guide value-added resellers, ensuring consistency and effectiveness in operations;- Strategically manage the lifecycle of resellers, establishing clear parameters for partner accreditation and deaccreditation;- Develop and implement innovative sales strategies aligned with company objectives to maximize performance and market penetration;- Set challenging and realistic goals, closely monitoring their achievement and adjusting them as necessary to achieve the desired results;- Train and retrain sales consultants, providing continuous training to enhance their skills and knowledge, keeping them updated with market best practices;- Actively accompany and support commercial negotiations, offering strategic support;- Continuously analyze the market and competition, identifying opportunities and threats;- Define, measure, and monitor KPIs to evaluate performance and identify areas for improvement;- Apply knowledge of agile practices, focusing on Scrum and Kanban, to optimize processes, increase efficiency, and promote quick adaptation to market changes.

- Manage the operation of Service and Help Desk for web and desktop software, ensuring the support of a base of 2,000 clients;- Handle technical tickets, ensuring SLA compliance and user satisfaction;- Plan the technical training of the support team to ensure the continuous evolution of skills and knowledge;- Plan software updates and maintenance, ensuring an always up-to-date installed base;- Manage support service contracts, avoiding losses due to excess hours;- Coordinate remote and/or onsite software implementation projects using the ASAP method;- Create and manage KPIs and OKRs to ensure the delivery of strategic results defined in the planning;- Manage waterfall model implementation projects, ensuring organization and adherence to the stages;- Manage the estimation of project phases, ensuring compliance with the agreed scope, cost, and timeline.

Criciúma, Santa Catarina, Brasil

- Address technical tickets related to problems and/or questions about web and desktop software, providing efficient and quick solutions;- Intercept and analyze API calls, identifying and solving communication problems between systems;- Analyze and debug source code, identifying and correcting errors to ensure the proper functioning of the software;- Query relational databases using SQL to obtain the necessary information to resolve technical tickets;- Create formatted queries for information management as requested by users, facilitating the retrieval of specific data;- Develop FAQs and technical documents, enabling user autonomy and reducing dependence on technical support.

Ensino Superior, Business/Commerce, General

Lato Sensu Postgraduate - Mba, Agile Project Management