Leonardo La Liveres Email & Phone Number

New York, United States

• Troubleshoot customer technical issues related to account security, billing, web domains, and G Suite utilizing multiple databases and collaborative resourcing.
• Protect customer privacy by securely managing and redacting personal and private information
• Consistently exceed productivity expectations with an average customer satisfaction score above 90%.
• Comply with escalation procedures and ensure issues are properly communicated and managed
• Remain up to date on new product development and improvements

New York, New York

• Spearhead customer-focused approach, improving customer satisfaction by more than 40%
• Train and advise incoming team members on company standards utilizing positive reinforcement and active coaching
• Recognized as Partner of the Quarter (Quarter 3, 2019 and Quarter 2, 2020) for reliability and strong work ethic

New York, New York

• Acted as a liaison for students in crisis, connecting them with resources to resolve their present situations
• Facilitated discussion groups for marginalized students in order to create a sense of community
• Identified and addressed trends in group behavior to better structure and enhance programming content
• Researched and synthesized information to create workshops regarding mental health and navigating social identities
• Presented various workshops to varying audiences, adjusting to ensure workshop objectives are always met
• Curated and created content for an Instagram account with over 1K followers in order to increase viewer engagement

• Monitored guests signing in and signing out and enforced guest policy, applying proper fines via housing software
• Recognized as Desk Attendant of the Year (2015-2016) for professionalism and reliability

New York, New York

• Transcribed events of incidents per university and legal standards
• Enforced department protocol to de-escalate and ensure full compliance of residence hall policies
• Developed and fostered a community of over 30 first-year college residents to facilitate the transition to college life
• Managed crises of varying levels of severity in a professional, confidential, and confident manner
• Advised and assisted first-year students in personal and professional growth through one-on-one meetings
• Communicated policies to 30+ residents during monthly floor meetings to uphold community standards

Bachelor Of Arts, Spanish Language And Literature

Minors in Criminal Justice and Women & Gender Studies

Diploma, General Education