Roger Pineda Email & Phone Number

Costa Rica

Atlanta, Ga, Us

San Jose, Costa Rica, Cr

Product Owner at Exsquared.com

Global, Cn

Product Manager for Live Chat Channel within the Customer Experience Organization in DiDi International Business. • Work closely with technology teams in the discovery, development and integration phases of a new product and/or new features.• Provide analytical insights that drive business decisions.• Analyze / test competitors' products.• Identify and develop creative solutions for product inefficiencies/pain points.• Monitor Product performance.• Work with UX to build new features. • Work with UX to improve existing features.• Work with stakeholders on priorities and jobs to be done. • Manage roadmap for product.Scope of role:-Build Live Chat + Chatbot (AI) products for below Customers: -External -Ridesharing - Riders and Drivers -Food - Customers, Couriers and Restaurants -Credit - Customers -Pay - Customers -Internal -All Customer Service teams supporting the above mentioned clients.

Global, Cn

-Managed the Customer Service organization for DiDi Central America and the Caribbean(CAC) with ~100 FTEs.-Oversee the Customer Experience processes and tools for DiDi in the region.-Defined and executed the strategy for reaching the company goals.-Managed the priorities of product features to be deployed for CAC in the CX side of things both for customer and business side.-Managed and reported performance for DiDi CAC.-Worked on Process improvement initiatives to reduce waste and increase output.-Lead projects impacting CAC Region.

Costa Mesa, Ca, Us

Product Owner/Product Manager hybrid role supporting Experian Health Integration Scripting tool. Managing new implementations, support and new product planning. • Coordinate with stakeholders to balance capacity vs. expectations.• Lead Agile team in prioritizing work, defining requirements, design, developing, implementing, and supporting new or existing features and improvements to the product• Use Scrum and Kanban Agile methodologies for managing and planning work• Formulate and define system scope and objectives based on user needs and thorough understanding of business problems with varying levels of complexity keeping compliance requirements as part of design• Partner with developers, business partners, and end-users to understand business processes and concepts. • Be an advocate for needs of customer and translate to business objectives and requirements for the rest of the company• Participate and contribute to the full software development life-cycle including release to Production• Find integration solutions to complex challenges and helping the entire team meet it commitments• Identify and address cross-project dependencies and impacts• Identify risks/issues in a timely manner and appropriately mitigate/escalate• Lead brainstorming sessions to come up with, and prioritize, user stories and product requirements• Develop test plans, manage bug fixes, deliver on sprint/journey/epic timelines, and monitor analytics to identify user experience.

Costa Mesa, Ca, Us

Implementation business analyst within the Collection Optimization solution at Experian Health. The solution helps healthcare organizations optimize their collections process(Revenue Cycle Management) by properly identifying accounts that offer the highest likelihood of payment, while ensuring a positive patient-provider relationship. It continuously monitors unpaid accounts for changes in a patient’s ability to pay, leverages real-time dashboards to support evaluation and ongoing performance improvement — whether in-house or outsourced agency — and provides best practice consulting to ensure collection of a greater percentage of money owed.-Establish, build and strengthen internal relationships with delivery, customer support and implementation and leverage those relationships to resolve client issues. -Establish, build and strengthen external relationships with clients to understand needs, requirements, demands, and issues. Effectively communicate with clients on issue resolution activities and alternatives. -Triage client issues from implementation, support, development and other avenues on a project basis. -Uses product knowledge, technical expertise, and business knowledge in revenue cycle management processes to provide an appropriate strategic vision for decision-making, triaging and escalation process. -Monitor on-going changes for data improvements. -Support inquiries from sales and customer support on content related questions and monitor areas for improvement. -Manage content projects by tracking specifications and delivery dates and ensure operational implementation with initial customers. -Monitor daily audit operations activity to detect trends and pinpoint problems in content. -Perform basic Quality Assurance analysis on content related projects. -Project management duties.Day to day operations required the use of tools and software such as but not limited to: Jira, MySQL, Confluence, Tableau, etc.

Us

-Delivered benchmarking analysis, highly relevant synthesized information, original analysis and insight via our proprietary database and some field/primary research on Corporate Business Functions transformation to consultants engaged in client service and clientele development.-Ran and helped maintain the contents of the Firm’s widely acclaimed proprietary databases on performance of support function-Contributed to building the business support function service line practice by creating leading-edge capabilities for diagnostics of business functions and application of optimization levers like offshoring/outsourcing, centralization of shared services, demand management, IT enablement, application of “lean” principles and organizational redesign-Contributed to qualifications packs and support creation of LOPs-Proactively created reusable knowledge products that capture the insights gained from The Firm’s engagements and changes in business environment (e.g., fact packs, case studies, primers)-Coached and mentor junior analysts when appropriate

Charlotte, Nc, Us

- Perform reporting and analysis for the Metrics & Reporting, IT and Operational Excellence Departments. - Define, maintain and create reports and metrics. - Perform analysis and proactively determine root causes and propose action plans. - Create and drive presentations for management. - Detect and drive process improvement opportunities. - Control monitoring activities in terms of accomplishment on a daily basis. - Set up measurement system for Accuracy within Metrics & reporting Department ( 33 analysts). − Driving medium to large projects.

2nd Place in the competition. -Provided support and advice to the team in regards to customer experience, revenue stream and cost structure.

Seattle, Wa, Us

-Identify, develop, manage, and execute analyses to uncover areas of opportunity and present written business recommendations.-Shape and inform key metrics/indicators by which CS operations manages its performance.-Learn and understand a broad range of Amazon’s data resources and know how, when, and which to use.-Deep dive into massive data sets to answer key business questions using MS Excel, Oracle SQL, and other data manipulation languages.-Build and maintain recurring metrics and reports.-Ad hoc data retrieval and analysis using relational databases, Excel and other data management systems.-Design and implement reporting solutions enabling stakeholders to manage the business and make effective decisions.-Monitoring existing metrics and working across the CS organization to make actionable intelligence available to business stakeholders. -Supporting cross-functional teams on the day-to-day execution of projects and initiatives.-Driving small to medium projects.-Developing requirements and specifications with operations teams.-Analyzing, diagnosing, and recommending required changes to optimize processes.-Building dashboards to manage performance.CS Team Lead -Responsible for managing individual and mini-team(10-12 associates) performance expectations and goals, providing individual coaching sessions that focus on improving customer satisfaction, monitoring real time service levels and serving as leader and point of contact for escalated contact resolution of a supervisory nature.-Responsible for performance and capability development for assigned associates.

Charlotte, Nc, Us

-Managed a team of 15-20 direct reports. -Accountable for the successful resolution of all client requests and for overall client satisfaction-Analyze data, identify trends, set priorities and provides feedback and recommendations to site leadership-Responsible for performance reviews to assess strengths and development needs providing feedback and opportunities for growth to retain people-Researches and resolve complex client issues-Manages escalated calls-Communicate process and procedural changes-Coaches, trains and develops associates and may lead other center quality initiatives-May assist with escalated issues when overflow call volume requires additional phone coverage.

Toledo, Oh, Us

Work as part of teams with account executives inidentifying, qualifying and recruiting talented candidates who meet the needs of our client companies. Responsibilities typically include:♦ Working with managers and account executives to identify and qualify candidates♦ Sourcing candidates through networking, cold calling, complex internet searches and research♦ Mining a wide variety of resources (job boards, data bases, networking, etc.) for qualified candidates♦ Communicating directly with candidates, depending on the level of search, to screen for interviews♦Generation of marketing-development calls, contacting C-level executives and directors to build business relationships.

Tampa, Florida, Us

• Managed a team of 20-25 direct reports. • Direct contact and communication with the client and operations• Material development and update• Training delivery• Motivational plans• Mentoring and coaching• Ensuring quality standards compliance • Creating and keeping records• Actively participating in owners meetings• Enacting as support for agents in the production area ( on call for assistance)• Elaborating accurate statistical reports• Complying with auditing requirements• Keeping track of scheduled hours for payroll matters (21 agents´ teams)• Designing and distributing schedule for the entire account • Designing action plans to achieve SL%• Reviewing and managing day to day performance of a team of agents• Performing individual action plans, PEPs (personal empowerment plans), PIPs (personal Improvement plans)• Monitoring calls for quality assurance• Performing side-by-side coaching• Creating monthly performance appraisals for agents

Tampa, Florida, Us

Provided information on client 's account balances, account history, account maintenence fees, procedures and co-payments, and other information. Provides customers with detailed information on services, assistance regarding paperwork, and technical inquires. Researches more complex questions and problems, provides resolution or escalates issues when appropriate. Resolves most customer concerns and problems using established procedures. Performs other duties when assigned.

Product Strategy

Professional Education Digital Program, Data Science: Data To Insights

Bachelor Of Business Administration (Bba), Business Administration And Management, General

Technical Degree, Audiovisual Post-Production

Certified Six Sigma Black Belt Preparation Course

Oracle Database: Introduction To Sql Ed 1.1