Leigh Espiritu

Directed end-to-end operational governance and strategic risk mitigation across 7 external partner agencies, consistently surpassing core recovery targets, KPIs, and SLAs. Led cross-functional initiatives to transition manual operations into automated workflows, eliminating 5+ hours of manual administration per week.

Oversaw end-to-end account lifecycles, regulatory compliance, and risk mitigation for a high-priority portfolio of over 3,500 client accounts across Australia and New Zealand. Conducted comprehensive account audits and financial ledger investigations for 1,200+ clients, negotiating tailored repayment plans that boosted client compliance by 30%.

Coached, mentored, and supervised an operational team of 15–18 representatives, reinforcing accountability and communication best practices. Designed and implemented targeted coaching and quality initiatives, elevating overall team CSAT and QA scores from 73% to 89% within 90 days.

Managed 1,200+ customer loyalty accounts monthly, maintaining a 98% first-contact resolution rate and driving a 15% increase in customer satisfaction scores. Streamlined daily reservation procedures for domestic and international flights across 750+ weekly requests with 100% timeliness.

Bachelor of Science in Community Development from the University of the Philippines Diliman.