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.•Stakeholder Collaboration: Built and nurtured relationships with internal stakeholders (Talent, Shipping, Operations) and regularly met with client operations teams to align with their goals and expectations. •Onboarding & Offboarding: Managed the onboarding and offboarding of individuals from client systems, ensuring compliance and smooth transitions in workforce management.•Operational Efficiency: Consistently maintained high levels of responsiveness, meeting short deadlines and delivering quality outcomes for both immediate and long-term projects.•Comprehensive Facility & Operations Oversight: Led functions including equipment procurement, talent acquisition, scheduling, RFPs, payroll, and systems operations, ensuring seamless administrative and operational processes.

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 risk/priority within the company's operations. My responsibilities include:• 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 professional knowledge and performance• Tracking, researching, and analyzing team-level data that impacts business operations• Contributing to the development of department guidelines, policies, and operations, including defining requirements for department methodologies and metrics• Assisting in client presentations (Weekly, Monthly, Quarterly Business Reviews, Client Meetings, etc.)• Representing management in team meetings or one-on-one meetings, addressing department responsibilities, product updates, timelines, deliverables, and performance• Assisting in tracking and communicating Client and SRP KPI information and results to management• Leading a small team managing daily/weekly/monthly operations and reports in areas pertaining to Client/Agent Performance & Quality, Time Management, CES, Scheduling, and Attendance (e.g., Scheduling & Time Clock, Payroll)• Developing and submitting weekly reports for onshore/offshore teams• Alerting and advising managers on noticeable trends in various departments• Acting as SME, Trainer, Nesting Guide, Quality Assurance Coordinator, and Leader for IBP, AP/AR, Finmark• Assisting in the creation of documentation for any new processes for Support & 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.• Dedicated to achieving recruitment goals and building collaborative relationships across departments and organizational levels.• Meticulously document ongoing activities in various databases within our Applicant Tracking System (ATS).• Prepare new-hire paperwork, including new-hire checklists, employment agreements, and confirmation letters.• Demonstrate comfort and effectiveness in targeted cold calling to reach high-potential prospects.• Collaborating to assist in managing People and Culture initiatives, fostering a positive and inclusive workplace environment.• Specialized knowledge in government contracting, navigating the complexities and compliance requirements of this dynamic sector.• Proficient in payroll processes, ensuring accuracy and compliance with applicable regulations.• Skillful in scheduling strategies, enhancing operational efficiency, and ensuring seamless workflow.

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 establishment, linkage to community providers for substance abuse, primary and mental health care, and all other services needed to assist clients in reaching their goals. • 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 placement forms and welcome letters.• Provide clients with post-discharge resources and referrals for housing retention and homeless prevention services.

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