Open to opportunities

Leo User

@leouser

Message

Results-driven professional skilled in team leadership and performance management.

Mexico

Message

What I'm looking for

I seek a role that fosters team collaboration and offers growth opportunities.

I am a results-driven professional with strong leadership and communication skills, adept at managing and growing teams across multiple business lines. My experience spans various roles where I have successfully trained, coached, and motivated teams to exceed goals and enhance performance metrics. I am proficient in collaborating with cross-functional teams, resolving conflicts, and implementing process improvements, all while maintaining a commitment to fostering team engagement and client satisfaction.

Throughout my career, I have demonstrated my ability to manage large teams effectively, as seen in my role as a Team Lead at Firstsource, where I expanded a team from 10 to 45 agents across four business lines. I have a proven track record of improving performance metrics, such as increasing Quality Assurance scores from 76% to 89% within a month. My analytical skills allow me to utilize data effectively, and I am well-versed in using tools like Salesforce and Excel to track performance and drive improvements.

Experience

Work history, roles, and key accomplishments

Scheduling Lead

Intercon

Jan 2025 - Jan 2025 (0 months)

Managed scheduling for various projects, ensuring 100% coverage of teams ranging from 12 to 20 officers. Utilized Salesforce and Gantt charts for effective scheduling and communication.

Salesforce Gantt Charts Scheduling Communication

Team Lead

Firstsource

Jan 2025 - Jan 2025 (0 months)

Served as the primary liaison between clients and internal teams, managing a team that expanded from 10 to 45 agents. Focused on performance optimization and team development.

Team Management Performance Optimization

Supervisor – Resolution

Empereon Constar

Jan 2024 - Jan 2024 (0 months)

Analyzed team metrics and set measurable goals for continuous improvement. Managed training schedules to enhance team performance.

Performance Team Management

Supervisor – American First Finance

Empereon Constar

Jan 2022 - Jan 2023 (1 year)

Utilized Excel for performance tracking and led initiatives to improve quality assurance from 76% to 89%. Focused on coaching and reducing attrition.

Excel Quality Assurance Coaching Performance Tracking

SME – Frontier RESI

Empereon Constar

Nov 2021 - Jan 2022 (2 months)

Developed rapport with new agents and created presentations to update teams on product changes. Led call calibration sessions to address knowledge gaps.

Call Calibration