Benjamin Leyva Email & Phone Number

• Team Leadership: Led and developed a high-performing, diverse team, fostering a culture of engagement, accountability, and collaboration to meet business objectives and improve overall team satisfaction.
• Policy Implementation: Executed and refined company policies, ensuring alignment with directives and compliance with performance, quality, and escalation standards across teams.
• Quality Assurance Manager: Managed a team of 6 QA analysts, providing coaching and guidance to enhance the customer experience, meet stringent client expectations, and drive continuous operational improvements.
• Resource & Operations Management: Strategically managed resources for the BILL and Invoice2go programs, optimizing day-to-day operations while maintaining a focus on productivity.
• KPI Reviews: Conducted 1:1 meetings with advocates to review key performance indicators (KPIs) and gathered weekly data on advocate numbers/metrics to improve performance and track goals.
• Annual Reviews: Conducted yearly performance reviews for both onshore and offshore teams, fostering development and accountability.

Los Angeles County, California, United States

• As a Sr. Program Coordinator, I lead and participate in moderately complex projects with a medium-to-high corporate/client priority. These projects have a significant budget impact and are considered higher.
• Leading recruitment efforts
• Managing RFPs and presentations
• Participating in vendor relationships, including drafting project definitions and performance expectations
• Providing Subject Matter Expertise in client programs (Bill, AP/AR), Oversight and Floor Management, Resource Allocation, Training Facilitation, Knowledge Building, Quality Assurance, and other areas based on.
• Tracking, researching, and analyzing team-level data that impacts business operations

California, United States

• Proficient in utilizing targeted social media platforms such as LinkedIn, Craigslist, and Facebook to identify top-tier candidates.
• Experienced in social media and recruitment marketing strategies to enhance our brand, utilizing platforms like LinkedIn, Craigslist, and Facebook, as well as internal databases and job fairs.
• Adept at navigating HR databases, Applicant Tracking Systems (ATS), and Customer Relationship Management Systems (CRMs) to streamline recruitment processes.
• Act as a dedicated point of reference for candidates throughout the interview cycle, ensuring an outstanding candidate experience.
• Conduct interviews and create comprehensive interview summaries for communication with hiring managers and HR teams.
• Perform background investigations on applicants and administer skills assessment tests.

United States

• Provide field based/ mobile case management services in the areas of, but not limited to: Independent living skills, housing stabilization, money management, community integration, employment linkage, benefits.
• Provide strengths-based case management and service coordination services designed to assist clients in obtaining and maintaining stable employment and housing.
• Develop individualized treatment plan in collaboration with client addressing short-term and long-term goals.
• Provide on-going case management support to assess progress and ensure treatment plan outcomes are met or changed as needed.
• Provide services focused on enhancing the client's ability to independently problem solve, utilize effective coping skills, and manage and self-coordinate own care.
• Utilize evidence-based practices in service delivery such as intensive case management, Motivational Interviewing, Harm Reduction, Critical Time Intervention and Housing First practices

Greater Los Angeles Area

• Received, screened, and triaged an average of 20-50 referrals from walk-ins and collaborative partners such as 211 LA County, DPSS, LAHSA, LAPD, LAUSD, URM, CHLA, and neighboring SPA’s.
• Diverted families to alternative housing solutions through Problem Solving program enrollment.
• Connected families to immediate supportive services such as Mental Health, Substance Use Disorder (SUD), Domestic Violence (DV), DPSS GAIN, LAUSD, CBEST, and WorkSource.
• Coordinated with the Department of Public Social Services (DPSS) for initial eligibility assessment of benefits.
• Recorded VI-SPDAT, Housing Stability Plan, and Income Eligibility outcomes onto Clarity’s HMIS platform.
• Assisted with Family Crisis Housing Network (FCHN) program enrollment including identifying appropriate crisis housing, contacting FCHN shelter providers, arranging transportation, and completing and submitting.

Chico, California Area

• Ensure that appropriate changes were made to resolve customers' problems to their financial accounts
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
• Communicate with customers by email to provide information about products, services, enter orders, cancel and create accounts
• Improve productivity by identifying recurring customer issues with customer contacts and recommend changes to improve processes and data base

Chico, California Area

• Follow and interpret store policies to prove customer with best prices, recommend product and help locate out of stock merchandise to meet customer needs
• Lead cashier and customer services representative; assisted customers with purchases, receive and process cash and credit payments

Greater Los Angeles Area

• Guard among visitors, patrons, or employees to preserve order and protect property
• Patrol commercial premises to prevent and detect signs of intrusion
• Monitor employees, visitors, and other people to prevent theft and maintain security of premises

Butte, California

• Provided mentorship for students that are experienced homelessness using positive reinforcement techniques to encourage, motivate, and build confidence in participants
• Teach 12+ students in K- 3rd-grade study habits, note-taking skills, and test-taking strategies to improve students’ academic performance
• Provided individual and group tutoring, discussed classroom textbook curriculum, reviewed worksheets, and other assignments