Kenia Rosendo
Madrid
Summary
Experienced Project and Product Management professional with a background in digital innovation, customer experience, and cross-functional team coordination. Proven track record leading agile initiatives, managing product backlogs, and delivering impactful solutions in dynamic environments. Passionate about digital transformation and creating user-centered experiences that drive engagement and measurable results.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Project Coordinator
Bluerock Operations Limited – Luxury & Jewelry Sector
Valletta
09.2024 - 03.2025
- Implemented operational projects to improve customer experience and logistics efficiency.
- Developed standard operating procedures to streamline workflows and enhance service scalability during peak seasons.
- Monitored operational KPIs, achieving reduction in shrinkage and optimization of critical stock inventory.
- Served as liaison among logistics, customer service, and technical teams to facilitate communication.
- Produced status reports for customers and senior management.
- Monitored project performance metrics such as budget, timeline, customer satisfaction.
Account Project Manager
Destacame – Fintech / Financial Wellness
Santiago De Chile
05.2019 - 06.2024
- Delivered digital projects in agile environments, translating business needs into actionable backlogs.
- Led backlog refinement, sprint planning, and testing cycles with development teams.
- Coordinated product strategy with stakeholders through structured documentation and reporting.
- Designed customer lifecycle strategies for onboarding, retention, and engagement.
- Increased customer interaction by 25% and boosted recovery-based revenue by 97%.
- Improved CSAT score by 40% with personalized marketing initiatives.
Project Support Specialist
Teleperformance – Grupo Newsan | Appliance Industry.
Buenos Aires
01.2016 - 12.2018
- Analyzed customer satisfaction, SLA compliance, and response time metrics to optimize experience.
- Maintained accurate records of assigned tasks throughout each project's lifecycle.
- Developed and executed project management strategies to ensure timely project completion.
- Identified potential project risks and formulated mitigation strategies.
- Evaluated customer feedback from surveys and interviews to inform project enhancements.
- Utilized Salesforce for incident tracking and reporting to drive process improvements.
Functional Analyst
Movilnet Telecommunications | Telecommunications Sector
Caracas
01.2012 - 12.2015
- Gathered and analyzed user requirements for product and service enhancements.
- Acted as intermediary between development team, UI designers and user community to refine user stories and represent customer voice to scrum teams.
- Conducted business case development, gap analysis and technology business management for scrum teams as needed throughout product development lifecycle.
- Created user stories, test cases, and documentation in agile sprint cycles.
- Supported end-users and collaborated with development teams to resolve incidents.
- Produced manuals, flowcharts, and use cases to support QA and development.
Education
Certificate - Career in Project Management
Educación IT
Argentina08-2018
Bachelor - Economics
UNEFA
Venezuela10-2009
Skills
- Project management
- Agile methodologies
- Database management
- Document oversight
- Data analysis
- Risk assessment
- Budget preparation
- Analytical skills
- P&L management
- Financial analysis
- Stakeholder management
- Project lifecycle management
- Monday Jira Kanban
- Zendesk Salesforce Slack
- HTML MailChimp HubSpot
- SQL Python Jupyter Filezilla
- Sharepoint Power BI QuickSight
- NPS KPI´s Notion Google Workspace
Headline
Project Manager | Product Owner | Business Analyst
Certification
- 2024 | ACE ENGLISH SCHOOL | Certification English Level C1
- 2023 | CODERHOUSE | Product Management | Agile Methodologies
- 2018 | EDUCACIÓN IT | Functional Analyst | Database and SQL
Languages
Spanish
First Language
English
Advanced (C1)
C1
Highlights
- Increased customer engagement: developed strategies that resulted in a 25% increased in user interaction on the platform with 'Ponte al día con tus deudas' product.
- Revenue growth: 97% increase in debt pay-off revenue through key products: debt discount, and payments facility
- Customer Success Rate: increased CSAT score by 40% through customer-specific marketing initiatives
Other Details
Eligible for PAC (Highly Qualified Professionals Permit)
Timeline
Project Coordinator
Bluerock Operations Limited – Luxury & Jewelry Sector
09.2024 - 03.2025
Account Project Manager
Destacame – Fintech / Financial Wellness
05.2019 - 06.2024
Project Support Specialist
Teleperformance – Grupo Newsan | Appliance Industry.
01.2016 - 12.2018
Functional Analyst
Movilnet Telecommunications | Telecommunications Sector
01.2012 - 12.2015
Certificate - Career in Project Management
Educación IT
Bachelor - Economics
UNEFA
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