Freelancer profile translated to English.
Back to original languageAbout Antonio
Throughout my career, with over 20 years of experience, I have had the opportunity to lead numerous large-scale projects, ensuring smooth and efficient coordination between technical and business teams. Thanks to my skills in analyzing business needs, I have successfully implemented optimized solutions that meet both end-user expectations and the strategic objectives of the company.
Furthermore, my career path has allowed me to develop a great adaptability and a perfect mastery of the specific challenges related to the contact center sector, particularly in terms of improving customer service quality and optimizing internal processes.
Portuguese
Native or bilingual
Spanish
Fluent
English
Conversational
Can work on-site
Rosny-sous-Bois (up to 50km)
Experience
- Groupama GMA DPOMProject Manager MOA - Genesys Flow ManagementMay 2025 - Today (1 year and 1 month)Nanterre, FranceTranslate business needs into technical requirements. Guidance and proposal on functional choicestest and evaluate the proper functioning of developments.Follow up on fixes and potential adjustments until resolution of malfunctions across all components and the ecosystem.Anticipate functional maintenanceensure compliance with costs and deadlinestrain future users (for internally deployed solutions)
- BPCE-IT - NATIXIS -Genesys Project ManagerOctober 2024 - Today (1 year and 8 months)Rennes, FranceSupport and Optimization of Genesys SkillsSupport for teams based in Porto in their skill development on the Genesys Email channel:- Identification of key players,- Implementation of collaborative workshops to share best practices and structure knowledge,- Development of a detailed plan to ensure smooth and efficient progress.The project also includes:✔ Strengthening skills on the Voice channel,✔ Optimization of WOX dashboard usage,✔ Advanced use of analytical data via Infomart to maximize operational and decision-making performance..
- Groupama GMA- Nanterre PréfectureProject Manager MOA - Genesys Flow ManagementApril 2022 - October 2024 (2 years and 6 months)Management and Implementation of Genesys Flow Management SolutionsScoping and deployment of solutions for Genesys flow management (Voice, Campaigns, Chat, Email…).- Assist business units in defining their needs- Multi-level supervision: real-time monitoring, cold monitoring analysis, and anticipation.- Drafting of specifications related to performance indicators, developed in QlikView.Support for the migration of 10 Regional Offices to the Genesys community solution.✔ Management of evolutions:✔ Needs analysis and drafting of EDB (Express Data Blueprint).✔ Collaboration with IT for Development to define and share solutions.✔ Management of Pre-Project, Risk Management, Execution, Acceptance, and Incident Follow-up phases.• Consulting and support for MOA and business units of the Regional Offices.• Implementation of a QlikView solution for monitoring and analyzing Genesys call campaigns.Objective: ensure effective management and optimized flow management to improve performance and decision-making
Recommendations
Be the first to recommend Antonio
Help this freelancer shine by sharing your experience working together.
These freelancer profiles also match your criteria
Agatha Frydrych
Backend Java Software Engineer
4.7
(3)
2
Baptiste Duhen
Fullstack developer
4.6
(4)
5
Amed Hamou
Senior Lead Developer
4
(2)
7
Audrey Champion
Web developer
4.3
(3)
4
Education
- Project Management and DirectionCentrale Paris2012COMPRENDRE ET INTÉGRER LES CONTEXTES : AGIR DANS L'ENTREPRISE DÉVELOPPER DES ATTITUDES PROJET COMPRENDRE, PRÉPARER ET GÉRER DES CONTRATS EFFICACES AGIR DANS LES GRANDES PHASES DES PROJETS MANAGER EN ENVIRONNEMENT MULTI-PROJETS S'ADAPTER AUX DIFFÉRENTS SECTEURS D'ACTIVITÉ