Jeffrey Serrano

Results-driven Localization Project Manager with extensive experience in project coordination, stakeholder communication, and technical support. Proven ability to manage multilingual teams across time zones, ensure timely project delivery, and maintain strong client relationships. Skilled in CAT tools, project management processes, and data reporting with strong analytical and decision-making abilities.

Localization Project Manager at Alpha CRC (2022-06 – Present)

Localization Project Manager responsible for client communication, project coordination, and team management.

• Communicate directly with clients to discuss project scope, pricing, and delivery timelines.
• Coordinate project workflows including file preparation and resource allocation.
• Manage linguists across multiple time zones to ensure efficient job distribution.
• Collaborate with project managers to balance workloads and meet deadlines.
• Prepare cost and profit reports for clients and submit to accounting teams.
• Participate in Quarterly and Monthly Business Reviews (QBRs / MBRs).
• Work with multiple CAT tools depending on client requirements.
• Process client invoices and manage project financial documentation.

Project Management at Cognizant Technology Solutions (2019-04 – 2022)

Project Management role focused on stakeholder coordination and project delivery.

• Coordinated with stakeholders and vendors to ensure timely project delivery.
• Facilitated cross-department meetings to maintain project transparency.
• Provided regular project status updates to stakeholders.
• Identified potential project risks and communicated mitigation strategies.
• Managed expectations and timelines for project milestones.

Technical Support Specialist at Cognizant Technology Solutions (2017-08 – 2019)

Technical Support Specialist providing customer support for Google Home products.

• Provided customer support for Google Home products via email, chat, and phone.
• Diagnosed and resolved technical issues for customers.
• Managed escalations and cases impacted by product bugs.
• Collaborated with internal teams to ensure issue resolution.

Technical Support Representative at Teleperformance (2015-11 – 2017-06)

Technical Support Representative providing inbound and outbound support for home appliance products.

• Provided inbound and outbound technical support for home appliance products.
• Handled escalation calls and complex customer concerns.
• Served as Subject Matter Expert (SME) for approximately 6 months.

Diploma in Computer Systems and Network Technology – AMA Computer Learning Center (2013 – 2015)

Undergraduate in Information Technology – Guagua National Colleges (2011 – 2013)