Jairo Leal

Redesigned customer support processes and led transition of Level 1 support in‑house, reducing operational costs by 55% and improving response and escalation times through CX initiatives and training.

Managed installation and maintenance operations delivering 9,000+ new customer installations in 24 months, reduced installation lead time to under 48 hours and maintained failure rate below 5%.

Led installation teams and service commissioning to support network deployments and operational readiness, coordinating with technical and operations stakeholders.

Directed operations functions, overseeing teams and processes to ensure service delivery and operational efficiency during a senior leadership assignment.

Executed fiber optics and network engineering tasks supporting deployment and maintenance of network infrastructure and ensuring service performance.

Managed service implementation projects, coordinating technical teams to deploy customer services and meet operational SLAs.

Managed telecommunications projects, coordinating resources and timelines to deliver network deployments and meet client requirements.

Performed operations and maintenance for telecom systems, ensuring reliability and resolving technical incidents across network equipment.

Earned a Bachelor of Science in Electronic Engineering with coursework in electronic systems and telecommunications.

Completed a Master of Business Administration program focused on management and business administration topics.

Completed a postgraduate program in Telecommunications Project Management covering project planning and delivery in telecom environments.