Diana Giraldo - Product Manager, Globant

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Work Background

GlobantProduct Manager, Ssr Adv.

Apr. 2022Manizales, Caldas, Colombia · Remote🚀 Project: Product Manager at Product Strategy Team at Resorts Technology Organization. 🚀 Project: Sports-Betting Mobile App - Product Discovery Phase ✔ Supported the definition of the Product Discovery strategy, including the objectives, agenda, and artifacts, to guide the Product Vision Board, Roadmap, and MVP Roadmap to launch the sports-betting app. 🚀 Project: Cloud Platform (Tech Layers: Local storage management, journaling, and SDKs) - Product Growth Phase ✔ Documented Epics and product requirements to guide the development and delivery of the layers and the Cloud Platform. ✔ Managed layers/team backlog to keep the team on track with the short-term objectives. ✔ Managed priorities and dependencies with other teams to ensure smooth product delivery. ✔ Collaborated closely with the Development team to ensure alignment with technical requirements and timelines. ✔ Utilized Jira, Confluence, and ProductBoard to track project progress and manage team tasks. ✔ Worked closely with 18 professionals, including Software Engineer Managers, Product Managers, Developers, and Software Architects.

GlobantProduct Manager, SSr.

Nov. 2021 - Mar. 2022La Ceja, Antioquia, Colombia🚀 Project: Digital Assets Trading Mobile App - MVP ✔ Defined Epics and product requirements to guide the development of the MVP for the app. ✔ Developed and defined the KPIs and OKRs to measure the success of the MVP and drive product improvements. ✔ Validated the Product Roadmap to ensure alignment with business goals and objectives. ✔ Collaborated closely with a team of three professionals, including the Technical Director, Technical Manager, and Business Analyst.

GlobantBusiness Analyst, Ssr Adv.

Nov. 2020 - Oct. 2021La Ceja, Antioquia, Colombia🚀 Project: Spider / Crawler-Based Search Engine for the Employees of a Them Park. ✔ Collaborated with cross-functional teams (Product Manager, Technical Lead, Them Park operation teams) to refine the Search Engine vision. ✔ Identified features, defined the Product Roadmap to guide the project priorities and milestones, and documented user stories and acceptance criteria. ✔ Managed Product Backlog. ✔ Conducted user validation and provided insights to improve the search engine platform. ✔ Led scrum ceremonies and served as a scrum master to ensure efficient project delivery. ✔ Managed stakeholder relationships and ensured alignment with the project goals. ✔ Utilized Jira and Confluence to track project progress and manage team tasks. ✔ Utilized Postman to test APIs and ensure system functionality. ✔ Worked closely with six professionals, including a Technical Director, a Technical Manager, a Technical Lead, Developers, and Quality Analysts. ✔ Collaborated with the Client Team, including the Technical Director, Product Manager, and Operations Managers.

UnisysSenior Business Analyst

Jan. 2020 - Nov. 2020Antioquia Area, Colombia✔ Identified client business needs and acted as a communication bridge between clients and the AI Operations development team. ✔ Ensured Unisys' next-generation digital leveraged solution, InteliServe, fulfilled client deliverables on automation and customer experience. ✔ Utilized Amelia (the intelligent virtual agent), UiPath, for automation-specific activities. ✔ Office 365 and Zoom to manage projects and collaborate with teams effectively. ✔ Trained Amelia by analyzing and providing utterances, enhancing the virtual intelligent agent's performance. ✔ Performed user testing scenarios to ensure Amelia's performance met expectations, including automation processes executed with UiPath.

UnisysService Delivery Manager

Mar. 2017 - Dec. 2019Medellin, Antioquia, Colombia✔ Managed IT service delivery for Service Desk and Field Services for Energy and Retail clients. ✔ Led the implementation of ServiceNow (Incidents, Service Catalog, Orchestration) as part of the Service Desk transformation. ✔ Improved client reliability in Service Desk, contributing to an 8-year contract renewal between Energy client and Unisys. ✔ Monthly Service Desk complaints were reduced by 30% and staff turnover by 30% to 5%. ✔ Utilized ServiceNow, Microsoft Office, Avaya, and Zoom for efficient operations. ✔ Supervised a team including 3 Service Desk Supervisors, 1 Field Service Manager, and 50 technicians support. And collaborated with Client Managers, Company and Client Executives ✔ Negotiated with clients and presented metrics, improvement processes, and advanced project plans. ✔ Gathered requirements for ServiceNow implementation, translating them to developers. ✔ Presented financial results and action plans to regional executives.

UnisysProcess Analyst - Workforce Management

Sep. 2013 - Mar. 2017Medellin, Antioquia, Colombia✔ Managed Workforce Management process (WFM) for Unisys' Service Desks in Latin America, overseeing staffing, planning, scheduling, productivity, and adherence control. ✔ Developed 100+ WFM models for LACR Service Desks and 5+ for Field Engineer Service operations in collaboration with WFM process analysts in India. ✔ Supported implementation of two regional productivity projects, initially as a translator and later as responsible for adherence, occupation, and utilization metrics. ✔ Led License to Lead Program, training Service Desk Supervisors for Rionegro's Operation Site. ✔ Utilized Microsoft Office, particularly Excel, for staffing and scheduling, NICE for WFM, and Avaya for contacts service operations. ✔ Collaborated with a diverse team, including WFM Manager Director in India, Company Region Director, Enterprise and Service Architect, Client Managers, Service Delivery Managers in Colombia, Argentina, and Brazil, 10 Workforce Management Analysts in India, 2 Workforce Management Analysts in Colombia, 40 Service Desk Supervisors in Colombia, and 20 Service Desk Supervisors in Brazil. ✔ Trained 40+ people on Service Levels, Productivity, Adherence, and Occupation metrics.

Emergia Contact CenterTécnico de Conducción Bilingüe

Jul. 2011 - Aug. 2013Medellin, Antioquia, Colombia✔ Supported Workforce Management processes for Vodafone and AT&T customer service campaigns. ✔ Managed staffing, planning, scheduling, real-time SLA, AHT, and adherence control. ✔ Achieved SLA goals and maintained agent balance for optimal service delivery. Fostered trust between Operation Management and clients Vodafone and AT&T. Utilized Microsoft Office, particularly Excel, for staffing and scheduling processes. ✔ Managed Avaya systems for call center operations. ✔ Collaborated with a team consisting of an Operations Director, six supervisors, two trainers, two quality analysts, and over 300 agents. ✔ Negotiated SLA exceptions with clients to ensure mutually beneficial outcomes.

FIPCAMTechnology Support Professional

Sep. 2009 - Dec. 2010Bogotá D.C, Colombia✔ Analyzed and reported project characterization survey results ✔ Documented IT processes and procedures for clarity and accuracy. ✔ Developed a handbook for effective system navigation and troubleshooting. ✔ Utilized Microsoft Office to create and maintain professional documentation. ✔ Collaborated with IT Director and System Engineers in a cohesive team. ✔ Presented system training to users, addressing questions and concerns.

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