Arturo León Ii Email & Phone Number

Washington, Dc, Us

Sparks Glencoe, Maryland, United States

Responsible for leading and managing an array of member facing business units while promoting service excellence. Oversees the strategic success and growth of the branch network, member services contact center, digital operations, card and payment services, and back-office support.Key Accomplishments:• Department NPS scores rose an average of 8% from Q1 2024 to Q1 2024• Established a churn reduction effort that ensured the member retention incentive goal was (first time in 17 years)• Reorganized department and established KPIs and SLAs to streamline workflows and efficiencies• Spearheaded Special CD opening process to deliver “white glove” experience which achieved the established deposit goal• Set initiatives to improve training, staff alignment, and procedure management to ensure better employee experiences

Linthicum Heights, Maryland, United States

Responsible for the ongoing development of staff and managerial competencies to ensure outstanding service is consistently provided. Charged with hiring, training, and managing associate performance. Evaluate, coach, and motivate staff to perform at their highest level. Coordinate, facilitate, and manage team training and informal coaching, encouraging feedback along the way. Exceptional organizational skills and the ability to successfully prioritize multiple tasks to meet deadlines. Facilitates calibration sessions with Contact Center Management to ensure complete, accurate, and consistent delivery of quality standards and corporate goals. Prepares reports for all levels of management.Key Accomplishments• Resolution Team led department in 2022 Service Score (top 3 in 2021)• Exceeded attrition rate expectations 2021 & 2022• 95% direct reports are satisfied with their job (17% points higher than the company average)• Optimized schedule to increase coverage and productivity • Streamlined interdepartmental communications to improve real time member resolution• During tenue as Resolution Team manager, the team saw 20+ promotions• Increased team size from 10 to 24 FTE

Linthicum Heights, Maryland

Responsible for the ongoing development of staff and managerial competencies to ensure outstanding service is consistently provided. Asist in hiring, training, and managing associate performance. Evaluate, coach, and motivate staff to perform at their highest level. Coordinate, facilitate, and manage team training and informal coaching, encouraging feedback along the way. Exceptional organizational skills and the ability to successfully prioritize multiple tasks to meet deadlines. Facilitates calibration sessions with Contact Center Management to ensure complete, accurate, and consistent delivery of quality standards and corporate goals. Prepares reports for all levels of management. Key Accomplishments:• Reorganized the department workflow and scheduling to efficiently handle a higher volume of work increasing e-mail productivity from 85% to 100%• Instituted a Side-by-Side coaching session enhancing associate performance which has helped at least 5 associates be promoted to management within the last 3 years• Acted as Training Manager for 3 mos (in addition to existing responsibilities) - ensured distribution of corporate and departmental changes to stakeholders across the company• Co-wrote and instituted call quality guidelines increasing productivity and member satisfaction• Established associate training curriculum that changed communication styles from reactive to proactive • Refocused team culture and gained associate buy-in to adopt a customer-centric approach• Created onboarding processes to transition associates from the training classroom to interacting with actual members.• Developed a retention tool and engagement initiatives to improve associate retention.

Linthicum Heights, Maryland

· Managing expectations and scheduling of a dynamic group that handles all digital communication and other internal processes.· Creating and updating team SOP/training to ensure procedures match the quickly changing digital landscape and meets service performance goals.· Reviewing Quality Assurance to uphold team member service expectations and track deliverables across company departments.· Running metric reports and live monitoring SLA to surpass CU partner and member's expectations. · Maintaining a dynamic service culture to promote retention and buy in to corporate standards.Key Accomplishments:• Wrote Quality Guidelines for E-Mail Communication• Created a dynamic scheduling, using team calendar and recreating the E-Mail base schedule• Improved the E-Mail Team training to a be more interactive led by E-Mail Team members.• Developed and Maintained team SOPs• Transitioned team from responsive to proactive communication• SLA was moved from 85% to 100% based on productivity under my leadership (SLA met since 2017)• 5 MSRs promoted to management and support departments (no negative attrition since Nov. 2017)• Expanded incentive program and ranking model for the team• Converted the Incident per Hour model to reflect business cost• Lead team migration between online banking platforms

Linthicum Heights, Maryland

· Developing and maintaining a dynamic service culture to promote retention and buy in to corporate standards and goals.· Ensuring MSRs meet or exceed service and operational goals through individualized support and coaching.· Monitoring calls and providing feedback and guidance to ensure contact center quality standards are exceeded.· Evaluating and developing MSRs to surpass performance metrics.· Facilitating calibration sessions with peers and MSRs to ensure delivery of standards and corporate goals.Key Accomplishments:• Built team Culture/Branding• Created Monthly awards that are displayed on MSR’s cube• Drove importance of Real Time Support• Developed Side-By-Side model that instituted department culture as coaching model• Drove stat based coaching• Began on-boarding processes for new MSRs• Developed Retention & Engagement Initiative

Linthicum Heights, Maryland

· Set goals, based on department metrics, and implemented a plan to meet those goals.· Performed Coaching and Corrective Action meetings. · Analyzed and interpreted team data in order to improve team performance.· Developed Representatives by monitoring performance to improve quality, minimize errors and track agent performance.

Maryland, United States

Publisher + Editor-in-Chief of FreeRevolt, an independent digital media consortium. Launched The Lionize site, a multimedia brand of podcast, articles, & video content. Co-host of Bond(ing) Over Bond podcast and designer for podcast website, logos, and material. The Lionize covers the intersection of politics, sports, and the arts in popular culture. Bond(ing) Over Bond is partnership covering all things James Bond.• Responsible for the creation of material including podcast, web content, and social media postings.• Recording, editing, and publishing podcast audio for the Lionize Podcast & Bond(ing) Over Bond.• Managing social media accounts including Twitter and Facebook.• Uploading content through web servers and maintaining host site so podcast can be available via Apple iTunes, Google Play, Sticher, & podbean.• Tracking news sources, campaigns, and social media to determine future content.

Linthicum Heights, Maryland

NMLS# 1488635· Surpassed sales expectations for consumer, home equity, and mortgage loans. · Provided positive member service through quality, sales, and assisting with processing of loan products.· Deescalated calls by listening, offering solutions, and resetting expectations.· Originated loan applications and informing Credit Union members of product features and benefits.

Linthicum Heights, Maryland

· Informed, educated, and guided members with general banking, online banking, existing loan, and credit cards.· Delivered extraordinary service by resolving problems thoroughly, researching, & resolving complex issues. · Provided timely, friendly, and accurate service to further build member relationships.· Resolved complaints by communicating with other departments and/or partners as needed.

Drayden, Maryland

· Responsible for the scheduling of maintenance work & monitoring/documenting that work is completed in a timely manner. · Daily ordering and logistical management of the parts, labor, and invoicing of the Service Department. · Invoicing and recording keeping of slips, campground, land storage, electric, & sales.· Assisted with community outreach, promotions, and advertising

Lexington Park, Maryland

Esperanza Middle School Social Studies Department Chair2011 - 20137th Grade World Cultures II Teacher2009 - 2013Information Technology Teacher2007 - 2009• Responsible for planning, implementing, and assessing daily lessons.• Coordinated classroom instruction in accordance with the current curricula.• Cultivated positive working environment with high-quality classroom management of 30+ students totaling an average of 150 students a year through organization and well-presented lessons.• Provided guidance to students to promote education development and welfare. • Lead and participated in collaborative meetings and planning committees including budget management as the Social Studies Department Chair.• Maintained accurate records of grades, lesson plans, IEPs, and growth goals.• Knowledge of current curriculum, instructional styles, staff development, & assessment processes• Ability to relate and communicate with students, colleagues, parents, and staff.Member of the following committees:• Educators Association of St. Mary’s County Senior Building Representative, 2012 - 2013• Esperanza Middle School Diversity Coordinator, 2012 - 2013• Esperanza Middle School Student Service Learning Coordinator, 2011 - 2013 • Esperanza Middle School Positive Behavior Interventions and Support Committee, 2011 - 2013• Esperanza Middle School Chess Club Sponsor, 2011 - 2012

Great Mills, Maryland

Head Coach of Boys & Girls Cross Country2006 - 2013Head Coach of Boys Lacrosse2007 - 2013Managed, supervised, and coached teams of 60+ athletes along with administrative paperwork, equipment inventory, and staff training.

Great Mills, Maryland

Bachelor Of Arts (B.A.), Psychology & History

Activities and Societies: The Blue and White Society Newman Catholic Student Organization Newman Catholic Student Service Organization.

Accelerated Certificate Of Teaching, Leadership In Teaching, 3.8

Activities and Societies: worked towards a Masters of Arts in Leadership in TeachingEnrolled to acquire an Accelerated Certificate.

Certificate Of Completion, Front-End Web Development

Web development literacy of HTML5, CSS3, JavaScript (ES6) to build interactive, responsive websites.