Edson Martini
Service Excellence Senior Manager at Citi
- Role
- Service Excellence Senior Manager at Citi
- Location
- Dallas-Fort Worth, TX, US
- LinkedIn followers
- 500 followers
About Edson Martini
A tenured IT Executive with over 35 years of experience delivering IT strategy by leveraging cutting-edge technologies. I am currently leading high-end technology projects supporting a frictionless customer experience while leveraging AI/ML/NLP/Chatbot technologies to enhance product offerings and optimize the servicing experience. Leading multiple high visibility initiatives on this front including rolling out Conversional Chatbots, Next-Gen Cloud-based Contact Center, and Branch Modernization (including Video Banking, Queue Management, and Remote Notary) to name a few. Experienced in vendor management, onboarding SaaS (Software-as-a-Service) Solutions, and Cloud Migration initiatives while developing new business strategies, implementing new technology frameworks to improve processes, and meeting the business vision. Well-versed in various aspects of Enterprise-wide programs and projects management, product development, service/operation management, business, and IT processes improvement, governance, cross-cultural distributed and virtual team leadership, customer service solutions, cross-channel integration, and web- and mobile-based technologies, with an excellent track record of meeting the banks\' stringent compliance, risk, and control needs - over a highly analytical and innovative approach in addressing problems and hindrances to the achievement of project goals. I am an MBA and PMP holder with broad experience in several methodologies (Waterfall, Agile, and Hybrid). Fluent in communicating in English, Spanish, Italian, French, and Portuguese (advanced in German). Proficient in using a wide array of business productivity software.
Experience
Service Excellence Senior Manager
Jan 2023 — Present · Dallas-Fort Worth, TX, US
Reporting to the NAM Head of Conversational AI and Intelligent Automation, I lead the Delivery Excellence team and will partner closely with NAM Business, Operations, and Technology leaders to build a robust roadmap of technology deliverables and drive visibility into operations investments, project status, demand management and technology capacity, thus driving business value and priorities. In addition, I am also responsible for building robust processes that will enable a team culture that is delivery oriented while helping teams understand the impact of technology on business and customers; and will act as a liaison and partner for both internal and external teams at all stages technology lifecycle starting from financial management, business management, project management, defining and maintain roadmaps and highlighting the teams value proposition against the business commitments.
Education
BSP - Business School São Paulo
Master of Business Administration (MBA), Business Administration, Management and Operations
2001 — 2007
University of Toronto - Rotman School of Management
Certificate in Managing in a Global Economy, Business Administration, Management and Operations
2002 — 2002
INSEAD
Certificate in Strategy in the Age of Digital Disruption, Business Administration and Management, General
2017 — 2017
University of São Paulo
Bachelor of Science (BS), Information Technology
1987 — 1989
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.