Ricardo Duance Rojas
Sydney,NSW
Summary
Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
NBN Faults PA Team Lead
Telstra
04.2020 - 02.2025
- Acted as the first point of support for PA customers, ensuring prompt issue resolution
- Joined and lead Jeopardy team in Sydney to review ACMA reporting, analyze SLA missed daily reports, and ensure proper incident escalation to the regulator
- Collaborated with the Operations team on a secondment to update and enhance Consumer Fault training materials for improved accuracy and effectiveness
- Trained and Managed Telstra Australia’s First fully remote team
- Delivered targeted coaching by actively listening and assessing individual work, driving performance improvement and professional growth making emphasis on Fault Diagnosis and Troubleshooting
- Identified trends and process gaps in Case Management team to fulfill SLA commitments within 24 hours
- Reduced unnecessary technician dispatches by 10% through implementing a warning note and training the FOH team, resulting in improved customer reviews and increased productivity in the Case Management team
- Built a report that improved team focus and decision making by visualizing and ranking targets and outcomes, resulting in increased performance and use in annual reviews and progression decisions
- Transformed a new remote team's diagnosis and testing skills, achieving high customer review scores and consistently meeting targets within 3 months through innovative, practical training resulting in my team's highest engagement numbers
- Increased workflow compliance 80%+ by fostering team understanding and adherence to processes
- Improved performance, decision making and customer satisfaction while ensuring compliance with standards by providing effective coaching, sharing best practices and showing examples
Team Leader, Cellar Team
Merivale
05.2019 - 09.2020
- Promoted to Team Leader at the Cellar after just 3 months
- Improved workflow and efficiency, resulting in faster venue closure
- Refined the delivery process by implementing cross-team communication, resulting in reduced double ordering, overstock, and product waste while managing cellar storage and rooftop bar inventory with efficient trolley use
Housekeeping Supervisor
Eden Roc Hotel, Miami Beach
09.2017 - 07.2018
- Trained and supervised housekeeping staff and housemen, ensuring efficiency and adherence to high cleanliness standards
- Inspected and released rooms while upholding exceptional customer service to enhance guest satisfaction
Account Manager
Total Mexico Lubricants
06.2015 - 08.2017
- Managed and monitored accounts for Total Oil brand dealers in northern Mexico, driving customer development and business growth in the region
- Revitalized and expanded the biggest account in Mexico, leading to a 20% increase in the customer base and making it the new distribution center for the entire northern region through dedicated training, support and strategic partnerships
Education
Bachelor of Mechatronic Engineering -
Universidad del Valle de México
Skills
- Data Analysis
- Process Improvement
- Data Operations
- Root Cause Analysis
- Complex Reporting
- Stakeholder Management
- Strategy
- Project Delivery
- Excellent Communication
- Team Building/Guidance
- Conflict Resolution
- High-level Problem Solving
- Time management
- Team leadership
Certification
- Lean Six Sigma Green Belt
- Improvement & Automation Process Certificate
- M365 Copilot for Excel
- Advanced Excel
Referee Details
Referee details will be provided on request.
Languages
English
Professional Working
Spanish
Native or Bilingual
Timeline
NBN Faults PA Team Lead
Telstra
04.2020 - 02.2025
Team Leader, Cellar Team
Merivale
05.2019 - 09.2020
Housekeeping Supervisor
Eden Roc Hotel, Miami Beach
09.2017 - 07.2018
Account Manager
Total Mexico Lubricants
06.2015 - 08.2017
Bachelor of Mechatronic Engineering -
Universidad del Valle de México
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