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• Assisted in organizing large scale events, hosting upwards of 200+ individuals• Perform typical administrative and clerical duties to improve department workflow and productivity

• 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