Leonardo Lee Jr.
Brownsville
Summary
Knowledgeable Contact Center Director with over 16 years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Director of Operations
Capitol Bridge LLC
Isabela
09.2023 - Current
- Managed over 1000 staff within multiple projects
- In charge of day to day operations and decision for all Capitol Bridge Puerto Rico.
Sr. Manager of Customer Success
Block Inc.
01.2021 - 01.2022
- Managed multiple lines of business and employees across the company including remote employees in North American, multiple international countries and BPO. - Had up to 400 employees reporting under me including managers, supervisors and advocates all in a remote environment - Developed program and training in Squares effort to transition from customer service to customer service and sales - Developed program to develop direct reports into leadership across various partners across Square - Worked with cross functional partners and held weekly meetings with key shareholders and PM teams - Managed multiple lines of business including Risk, Fraud, E-Comm, SaaS, Restaurant and Retail - Credited for creating multiple standard operating procedures implemented across all customer success.
Contact Center Sr. Manager
Senture LLC
09.2020 - 01.2022
- Managed multiple projects simultaneously dealing with multiple Federal and State contracts as well as small business funding. - Had up to 260 employees reporting under me including managers, supervisors and agents. - Developed and managed work from home employees from multiple states as well as teams in multiple sites. - Daily interaction with clients, stakeholders and government employees. - In charge of project ramp up and ramp downs as needed by client. -Oversaw project financing and billing to multiple clients to ensure proper hours were charged.
E-rate (Schools and Libraries) Sr. Operations Manager
Maximus Federal Service
Brownsville
10.2018 - 09.2020
- Assisted in transitioning and ramping up BPO line of business
- Managed daily operations for 2 BPO sites and over 20 remote workers
- Daily communication and presentation with client including travel for face to face meetings
- Created multiple SOP’s and SOW for project.
HRS Operations Manager
Maximus Federal Service
Multiple Sites
09.2017 - 01.2018
- Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
- Launched project from start with a 600 employee ramp up in 2 weeks in Pharr, TX
- Ramped up Brownsville, TX site for 160 CSR positions
- Managed multiple ramp downs based on business needs dictated by client
- Managed up to 8 supervisors and 160 CSR agents
- Managed 2 different sites (Brownsville, Pharr)
- Daily interaction with client.
VA Operations Manager
Maximus Federal Service
Multiple Sites
06.2015 - 01.2017
- Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
- Managed three lines of business (Inbound, Outbound and Indexing)
- Launched project from start with a 300 employee ramp up in 2 weeks in Brownsville
- Ramped up Pharr, TX VA site from the very beginning
- Assisted in ramping up Irving, TX site
- Managed multiple ramp downs based on business needs dictated by client
- Managed up to 15 supervisors and 50 CSR II agents (Sr
- Rep) at one time
- Managed 2 different sites for inbound calling
- Multiple awards for Top Manager for Inbound and Indexing for the entire project
- Selected by Sr
- Leadership to assist with peer to peer development and performance management
- Daily interaction with client.
Bilingual Customer Care Coach
T-Mobile USA
Brownsville, Mission
08.2008 - 06.2013
- Responsible to coach, monitor and develop customer care representatives senior representatives
- Ensure an overall professional manner in which customer inquiries are handled, as well as minimizing Customer Escalations, through effective coaching and support
- Responsible for tracking goals, attendance and Key Performance Indicators to exceed business needs
- Gather, analyze, and report daily/weekly/monthly quality statistics
- Ensure representatives are up to date with all training and Knowlagent courses
- Work closely with Resource Planning to ensure Compliance and metric reports are accurate and assure all service level goals are met
- Work closely with Human Resource department to ensure any type of verbal or written counseling is documented appropriately.
CCO Operations Sr. Manager
Maximus Federal Service
Brownsville
06.2013
- Assisted in starting and ramping up a new call center with a new line of business twice (ACA, VA Choice)
- Single handedly managed and ramped up new VA Choice project in Brownsville
- Created workforce teams, quality department and multiple Standard Operating Procedures for the line of business
- Assisted training department during ramp up of one thousand employees in a timely manner
- Daily interaction with client on a day to day basis to ensure all needs, requirements and contractual goals exceeded expectations
- Managed up to 23 supervisors at a time each with an average of 18 agents each.
Education
Skills
- Leadership Training
- Operations Oversight
- Risk Mitigation
- Strategic Planning and Execution
- Process Improvement
- Performance Analysis
- KPI Tracking
- Customer Service Management
Certification
- Service to Sales” Certified Facilitator for Internal and Service partner Sites
- Service to Sales” Certified Boot Camp Facilitator for Leaders
- Perfecting Your Pitch” Certified Facilitator for retail stores.
- T-Mobile Leadership Academy
- Red Hat Support for service partner sites (October 2011 – December 2012)
Qualifications Summary
Highly personable Customer Service and Customer Success Professional with over 16 years of overall customer service experience including over 10 years of experience in Sr. Management roles for contact-center, customer success, SaaS, Risk and business processing outsourcing operations. Experience in trending and developing contact center leadership and representatives. Experience in launching multiple start-up projects. Talent for identifying customer and employee needs and presenting appropriate service offerings and solutions. Demonstrate ability to gain customer trust and provide exceptional follow-up. Expertise in budgeting at center and project level. Experience with SCA and non-SCA employees. Expertise in resolving escalated customer service issues. Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Outlook). Bilingual - Fluent in English and Spanish (Speaking, Writing, Reading) Strong analytical and problem-solving skills. Fluent in multiple CRM software including Workday, Salesforce, SuccessKPI, NICE, Amazon Connect and Cisco amongst others Able to re-locate and travel Adaptable in any environment. Multiple awards and recognitions for excellent performance.
Languages
English
First Language
Spanish
Proficient (C2)
C2
Timeline
Director of Operations
Capitol Bridge LLC
09.2023 - Current
Sr. Manager of Customer Success
Block Inc.
01.2021 - 01.2022
Contact Center Sr. Manager
Senture LLC
09.2020 - 01.2022
E-rate (Schools and Libraries) Sr. Operations Manager
Maximus Federal Service
10.2018 - 09.2020
HRS Operations Manager
Maximus Federal Service
09.2017 - 01.2018
VA Operations Manager
Maximus Federal Service
06.2015 - 01.2017
CCO Operations Sr. Manager
Maximus Federal Service
06.2013
Bilingual Customer Care Coach
T-Mobile USA
08.2008 - 06.2013
- Service to Sales” Certified Facilitator for Internal and Service partner Sites
- Service to Sales” Certified Boot Camp Facilitator for Leaders
- Perfecting Your Pitch” Certified Facilitator for retail stores.
- T-Mobile Leadership Academy
- Red Hat Support for service partner sites (October 2011 – December 2012)
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