Jeison Giraldo

HEAD OF DATA & ANALYTICS – OPERATIONS

Vozy

Jun 2020 - May 2025 (5 years)

• Spearheaded the Data & Analytics practice, optimizing strategy, roadmap, and modern architecture to scale analytics services and AI offerings both internally and for enterprise clients, focusing on data integration and cloud platform innovations. • Innovated in the development of applied AI and GenAI products (based on LLMs), such as Speech Analytics and Analytics Pro, generating actionable insights from millions of voice and text interactions, emphasizing predictive analytics and data mining. • Led data-driven product development initiatives, collaborating closely with product and engineering teams to integrate advanced conversational analytics into SaaS solutions, reducing time-to-market from weeks to hours, showcasing achievements i

SERVICE DELIVERY MANAGER

ICG Software

Aug 2017 - Apr 2020 (2 years 9 months)

• Maintained strategic relationships with VIC clients (Colombia and Ecuador) to ensure effective delivery of IT services, user satisfaction, and identification of new needs, including data analytics solutions. • Managed multidisciplinary teams across support, implementation, knowledge management and product delivery, fostering collaboration and continuous improvement. • Accountable for SLA compliance and continuous improvement of key service indicators such as MTTR and CSAT.

H

ITO MANAGER

Huawei

Sep 2016 - Aug 2017 (1 year)

• Oversaw a team of 70+ professionals managing data center operations and IT infrastructure services. • Maintained constant communication and negotiation with the client for SLA management, expectation alignment, and definition of new initiatives or service improvements. • Designed and implemented data-driven strategies to enhance operational efficiency and resource optimization.

TEAM MANAGER

Unisys

Oct 2014 - Sep 2016 (2 years)

• Led operational management and helpdesk teams for the Unilever (LATAM) and ISA projects. • Designed and implemented strategies to increase productivity, operational efficiency, and service quality. • Actively participated in knowledge, incident, problem, and change management processes.

Jeison Giraldo

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