Manuel De Los Santos
Vancouver,British Columbia
Summary
Certified Scrum Master with proven track record of successfully leading teams in developing high-quality software solutions on time and within budget. Highly organized in managing complex projects with multiple deadlines. Demonstrates excellent relationship-building, multitasking, and decision-making skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Scrum Master
Qik Digital Bank
01.2023 - 12.2023
- Facilitate Scrum ceremonies to ensure adherence to the work plan within delivery deadlines
- Assist the team in achieving over 75% completion of user stories
- Provide support to the Product Owner to ensure that the product backlog is in good condition and that backlog items are adequately understood and prioritized
- Enforced scrum values such as transparency, respect, commitment, courage, focus, openness, and inspection
- Organize Scrum events efficiently for the team, who work remotely and in different countries
- Monitored progress of sprints, providing visibility into project status for stakeholders
- Collaborated with other Scrum Masters across teams to ensure consistency in processes and tools used
- Supported the development team in understanding user stories, acceptance criteria and definition of done.
Proactive Retention Specialist
Banco Popular Dominicano
01.2019 - 01.2023
- Manage the proper retention strategies for Premium customers for credit card products
- Follow up on the management carried out by the call center in relation to current and non-present declines in credit cards for the affluent segment
- Responsible for the initiative targeting customers without assigned PINs on their credit cards, achieving a pin enrollment rate of over 60%
- In charge of leading quarterly strategies for premium credit card customers to prevent credit card cancellations
- Approximately 70% of customers resumed using their cards
- Managing reports on unnecessary charges imposed by VISA and Mastercard.
Payment Product Development Assistant Manager
Banco Popular Dominicano
01.2016 - 01.2018
- Ensure the proper functioning of the platform for corporate electronic payments, commercial withdrawals, and confirming product
- Support post-sale management after the acquisition of any of the corporate payment products
- Coordinate the development and implementation of improvements in payment applications, according to the identified needs
- During my management, we set up more than 20 companies for electronic payment products
- Analyzed customer feedback to inform product design decisions
- Identified areas for improvement in the current product development process.
Premium Business Assistant Manager
Banco Popular Dominicano
01.2015 - 01.2016
- Acquire business with premium clients to increase loans and deposits, exceeding the objectives to maintain a healthy client portfolio
- Respond to all requests for services created for clients under my portfolio
- Concluding the year with an acquisition of RD$20MM above the budget in loans
- Negotiated contract terms and conditions, recommended contractor, and subcontractor awards, managed legal paperwork, and pinpointed optimum procurement methods
- Directed negotiations and preparation of contracts
- To be among the top 5 in sales of premium credit cards.
Management Support Officer
Banco Popular Dominicano
01.2014 - 01.2015
- Support the managers in the different functions to be able to lighten the work and achieve the established objectives
- Tackled and addressed top-level, high-priority issues with professional administrative discretion
- Provided administrative support to the management team, including scheduling meetings and preparing agendas
- Maintained filing systems for documents related to management activities.
Sales and Service Representative
Banco Popular Dominicano
01.2013 - 01.2014
- Contacted new and existing customers to outline the benefits of products
- Monitored customer order process and addressed customer issues
- Fostered relationships with customers to expand customer base and retain business
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
Education
Bachelor’s degree marketing -
APEC University
07.2013
Skills
- Languages: Spanish (native), English and Portuguese (bilingual)
- Customer rapport
- Time Management
- Microsoft Office expertise
- Project management
- Effective Customer Communication
- Attention to Detail
- Stakeholder Relation
- Scrum Processes
- Successful working in a team environment, as well as independently
- Cross-Functional Collaboration
Certification
- Certified Scrum Master (CSM), Scrum Alliance, 2023-10-01
- Scrum Master Professional Certificate, CertiProf, 2023-02-01
- Google Project Management Certification, 2022-10-01
Timeline
Scrum Master
Qik Digital Bank
01.2023 - 12.2023
Proactive Retention Specialist
Banco Popular Dominicano
01.2019 - 01.2023
Payment Product Development Assistant Manager
Banco Popular Dominicano
01.2016 - 01.2018
Premium Business Assistant Manager
Banco Popular Dominicano
01.2015 - 01.2016
Management Support Officer
Banco Popular Dominicano
01.2014 - 01.2015
Sales and Service Representative
Banco Popular Dominicano
01.2013 - 01.2014
Bachelor’s degree marketing -
APEC University
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