Open to opportunities

Nicole Leiva

@nicoleleiva

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Detail-oriented operations specialist with a focus on performance improvement.

Honduras

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What I'm looking for

I am seeking a role that values collaboration and offers opportunities for professional growth in a dynamic environment.

I am a detail-oriented and highly organized professional with a bachelor’s degree in Psychology and currently pursuing a Master’s in Marketing and Business. My experience spans operations, customer service supervision, and sales, where I have consistently supported teams, optimized processes, and improved performance. I pride myself on my ability to communicate effectively with clients and analyze performance metrics to drive success.

In my current role as an Operations Specialist and Virtual Assistant at Priceline, I conduct financial and performance analyses, manage internal documentation, and facilitate coaching requests to enhance agent performance. My previous experience as an Operations Supervisor at Allied Global allowed me to develop strategies that significantly improved team performance and customer satisfaction. I am passionate about leveraging my skills in emotional intelligence and business insight to deliver high-quality support in a virtual environment.

Experience

Work history, roles, and key accomplishments

Current

Operations Specialist / Virtual Assistant

Current

Priceline

Jan 2022 - Present (3 years 7 months)

Conducted financial and performance analyses, including agent error tracking using Excel. Assessed the financial impact of agent actions and operational changes, and managed and updated internal documentation, including SOPs and operational files. Facilitated and responded to coaching requests to improve agent performance, and identified process improvement opportunities and collaborated with cros

Financial Analysis Performance Analysis Excel SOPs Process Improvement Cross Functional Collaboration Coaching Documentation Management Virtual Assistance Data Analysis

Operations Supervisor – Customer Service

Allied Global

Jan 2020 - Present (5 years 7 months)

Monitored daily agent performance metrics and provided real-time feedback. Led one-on-one coaching sessions (Coaching 101) to support professional growth. Developed and implemented strategies to enhance team performance and customer satisfaction, and promoted continuous evaluation and upskilling to meet quality standards.

Performance Monitoring Coaching Team Leadership Customer Service Performance Improvement Customer Satisfaction Training Quality Assurance Strategy Development Feedback

Sales Representative

Allied Global

Jan 2018 - Present (7 years 7 months)

Successfully booked global hotel reservations while consistently meeting sales targets. Utilized persuasive communication to upsell services and maximize revenue. Built strong client rapport to deliver tailored travel solutions, and received consistent positive feedback and repeat business from satisfied customers. Maintained up-to-date knowledge of hotel offerings and global promotions.

Sales Customer Service Persuasion Upselling Client Relations Sales Targets Product Knowledge

Education

Degrees, certifications, and relevant coursework

Universidad Metropolitana de Honduras

Master's Degree, Marketing and Business

Currently pursuing a Master's in Marketing and Business, focusing on advanced strategies and business insights. Developing expertise in marketing principles and their application in a business context.

Universidad Católica de Honduras

Bachelor's Degree, Psychology

Completed a Bachelor's Degree in Psychology, gaining a strong foundation in human behavior and emotional intelligence. Acquired skills in research, analysis, and interpersonal communication.