JONATHAN R. BERNARDINO
Project Manager
State Of Mexico
Summary
Results-oriented Project Manager with a strong background in operations and experience leading projects within a contact center environment. Proven expertise in cross-cultural communication, client relationship management, and team collaboration. Excels at driving successful project outcomes while fostering strong partnerships with clients and providers. Currently pursuing CAPM certification by PMI (Project Management Institute), accumulating required project management education hours. This certification will further validate my understanding of fundamental project management principles and enhance my ability to deliver effective solutions. Focused Project Manager adept at planning, directing and maintaining continuous operations in various departments. Experienced in directing manufacturing employees and keeping efficient production in accordance with quality standards. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
Project Manager
AKRO BPO
03.2022 - Current
- Lead and manage projects at a contact center specializing in USA campaigns and AI-oriented campaigns
- Collaborate with the business development team to ensure clear communication and alignment between clients' requirements and company capabilities
- Contribute to risk management, planning, monitoring, and feedback across IT, HR, Operations, Training, and QA departments
- Develop comprehensive project plans, defining scope, objectives, deliverables, and timelines
- Monitor project progress, track milestones, and address any deviations to ensure on-time and within-budget completion
- Coordinate resources, including personnel, equipment, and technology, for successful project execution
- Maintain strong client relationships, providing timely updates and addressing their concerns throughout the project lifecycle
- Foster collaboration and effective communication across cross-functional teams
- Stay updated on industry trends and best practices to continuously improve project delivery processes
- Possess knowledge of international standards ISO 27001, ISO 20000, and ISO 9001, as well as experience in successful information security audits of both projects and the company as a whole.
Business Development Specialist
AKRO BPO
07.2023 - Current
- Cultivate strong and trusting relationships with suppliers, current clients, and new prospects to promote collaboration and mutual growth.
- Represent the company at industry conventions and events to establish and strengthen public relations and explore business opportunities.
- Organize and conduct meetings with international prospects to identify business opportunities and close deals with new clients.
- Prepare and deliver sales proposals to prospective clients, highlighting the benefits and value-added of our services and projects.
- Collaborate with senior management in the development of project proposals, providing strategic insights and market perspectives.
- Serve as the primary liaison between new clients and the company, providing guidance and facilitating communication to ensure successful collaboration.
- Act as a spokesperson for the company to current clients, conveying their needs and concerns internally for effective response.
- Contribute to operational growth by identifying and acquiring new clients, as well as developing and expanding relationships with existing clients.
- Through these efforts, achieved a 45% growth in operations, both through the acquisition of new clients and the expansion of the existing client base.
Customer Service Supervisor
AKRO BPO
11.2019 - 03.2022
- Manage and supervise customer service operations for USA-oriented telephone campaigns with a nearshore strategy
- Lead a team to deliver exceptional service and meet performance goals
- Develop strategies for customer satisfaction, process optimization, and operational efficiency
- Collaborate with cross-functional teams to ensure smooth operations and resource allocation
- Provide tailored solutions to clients' campaign requirements
- Foster a positive work environment and drive performance improvement initiatives
- Implement nearshore strategies for cost advantage and superior customer service.
Education
Bachelor's - Data Science engineer
Universidad del Valle de Mexico
07.2022 - Current
Other - Diploma in Project Management
Universidad del Valle de Mexico
01.2023 - Current
Skills
Proposal Writing
undefinedCertification
Project Management Fundamentals by PMI, 05/2023, This certification validates your knowledge of essential project management principles and practices, equipping you with the skills needed to contribute effectively to successful project outcomes.
Timeline
Business Development Specialist
AKRO BPO
07.2023 - Current
Other - Diploma in Project Management
Universidad del Valle de Mexico
01.2023 - Current
Bachelor's - Data Science engineer
Universidad del Valle de Mexico
07.2022 - Current
Project Manager
AKRO BPO
03.2022 - Current
Customer Service Supervisor
AKRO BPO
11.2019 - 03.2022
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