Harry Quesada

Led end-to-end delivery for ~20 concurrent Data & BI projects, aligning scope, timelines, and business objectives while coordinating 50+ cross-functional stakeholders. Facilitated Agile governance, tracked lead/cycle time KPIs in dashboards, and optimized resource capacity to reduce operational costs.

Oversaw operational processes, reporting, and workforce planning while coordinating vendors and managing billing operations. Implemented digital tooling with Microsoft 365 and SharePoint to digitize workflows and improve operational visibility and efficiency.

Managed delivery across 10+ internal and 5 international teams by facilitating Agile ceremonies and aligning project scope, timelines, and deliverables with Product Owners. Improved workflow efficiency with Kanban/Agile frameworks and used KPI tracking to drive continuous improvement and standardize Agile practices.

Conducted QA evaluations across chat, voice, and in-person channels, analyzing CSAT, response time, and service quality KPIs to drive data-driven service improvements. Supported operations across Central America, the United States, and Canada and helped standardize quality processes across regions.

Led a global employee support team, delivering bilingual (Spanish/English) multi-channel support (calls, chat, email, and in-person) while ensuring SLA compliance. Monitored KPIs and coordinated with global stakeholders to optimize processes and improve service delivery efficiency and employee experience.

Completed the Design Sprint Certification from Certiprof (2024).

Completed the LifeLong Learning certification from Certiprof (2023).

Completed the Kanban Essentials Professional Certificate (KEPC) from Certiprof (2022).

Earned the Certified SAFe® Agilist credential (2022).

Completed the Certified Agile Foundations certification from Certiprof (2021).

Earned the Scrum Master Certified (SMC) credential from ScrumStudy (2021).