Magdalena De Leon

I’m a transformative operations leader with 20+ years of experience leading large-scale inbound and outbound contact center organizations in regulated healthcare environments. I’m a trusted advisor to executive stakeholders, focused on measurable client retention, NPS improvement, and performance excellence.

As Senior Director, Contact Center Operations at Sonrava Health, I directed BPO vendor management and multi-site outsourced operations supporting 1.2M patient interactions annually across over 700 locations, enforcing SLA compliance, SOW adherence, and corrective action plans. I sustained 83% client retention by building proactive health monitoring frameworks and SLA-based accountability aligned with medical claims and benefits administration requirements. With full P&L accountability for a $250M operating budget, I reduced operating expenses by $1.8M annually through workforce forecasting and improvements to AHT and FCR, while also reducing abandoned call rate from 10% to 5%.

Earlier (2015–2020), I governed multi-site BPO service delivery across a portfolio of enterprise healthcare clients, leading 8 managers, 18 supervisors, and 325 outsourced agents across domestic and offshore teams. I generated $120M in annual booking revenue by redesigning engagement workflows and optimizing FCR and AHT benchmarks, and I contributed $12M to $14M annually through strategic account management of outbound healthcare campaigns. I increased client NPS by 20% by redesigning performance management systems and QA frameworks, and I expanded scalable capabilities through IVR optimization, process automation, and enterprise training aligned to data privacy compliance.

I also drive change that delivers speed and scale—championing M&A integrations and omni-channel technology rollouts such as AI-enabled automation, IVR modernization, and CRM deployment. I’ve completed a 7-site transformation in 6 weeks against a 90-day plan, integrating EMR/CRM/telephony to improve data integrity, streamline claims coordination, and enable real-time performance reporting.