Open to opportunities

Leonardo PrietoPrieto

@leonardoprietoprieto

Message

Operations manager driving KPI-driven performance, remote team leadership, and client-facing service delivery.

Colombia

Message

What I'm looking for

I seek a client-facing operations role where I can lead remote teams, optimize KPIs and workflows, and drive measurable service delivery improvements.

I am an Operations Manager with multi-LOB leadership experience across Customer Service, Sales, Brokers, Marketing, and Accounting, serving as primary client-facing POC for performance, KPIs, and service delivery. I have led up to 90 agents and multiple supervisors, owned KPI dashboards, WBR decks, billing audits, and drove productivity, attrition control, and workflow optimizations for remote and onsite environments.

My achievements include improving call-center efficiency and agent productivity through data-driven scheduling, QA programs, and training—delivering measurable gains such as 20–38% efficiency and productivity improvements. I prioritize operational stability, cross-functional alignment, SOP development, and data-driven decision making to meet SLAs and elevate client satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Solvo Global SAS

Jan 2025 - Present (10 months)

Serve as primary POC for Westgate Resorts, leading multi-LOB operations and managing 90+ agents and 5 supervisors to meet SLA and KPI targets while driving productivity and attrition-control initiatives.

Operations Management Client Success KPIs Workforce Management SLA Management Process Optimization Coaching Escalation Management

Inbound Operations Supervisor

AGR Colombia

Nov 2020 - Oct 2024 (3 years 11 months)

Directed inbound operations handling 5,000+ calls/day, managed 20 agents and drove efficiency improvements (20% call efficiency, 38% productivity) through training and data-driven scheduling.

Inbound Coaching Performance Management Process Improvement

Quality Assurance Monitor

AGR Colombia

Jun 2020 - Nov 2020 (5 months)

Maintained 100% adherence in quality reporting, delivered QA training that increased compliance by 38%, and conducted audits that informed 45% of continuous improvement initiatives.

Quality Assurance Audit & QA Compliance Trend Analysis Reporting Continuous Improvement

Customer Service Representative

AGR Colombia

Feb 2020 - Jun 2020 (4 months)

Improved processing time by 20% and achieved 92% efficiency in customer support and SLA adherence while handling escalations to improve retention.

Customer Service Customer Escalation SLA Workflow Optimization Customer Retention Process Improvement

Operations Supervisor

El Contenedor C.A.

Oct 2017 - Jun 2019 (1 year 8 months)

Improved workflow efficiency by 25% and reduced operational costs by 15% while training staff, managing financial records, HR tasks, onboarding, and logistics.

Operations Supervision Process Optimization Staff Training HR & Administration Logistics

Lead Bank Teller

BOD Bank

Apr 2016 - Mar 2017 (11 months)

Reduced transaction processing time by 60% with high accuracy and improved customer satisfaction by 75% through effective issue resolution and support for account services.

Cash Handling Transaction Processing Customer Service Banking Operations

Operational and Commercial Planner

Andina de Campamentos S.A.

Sep 2012 - Jan 2014 (1 year 4 months)

Supported strategic planning that increased profitability by 32% and improved organizational responsiveness by 45% through KPI management, inventory control, and vendor negotiations.

Commercial Strategy KPIs Inventory Control Financial Analysis