Leonardo Márquez Gómez Email & Phone Number

Zapopan, Jal., Mx

Zapopan Area, Mexico

Leadership/Supervisory:•Managed oversaw mentored and acted as subject mater expert by leading 5global cross functional reporting teams MIS BI, DWH, TPPH WFM Reporting, IDAdmin and e WFM with consistent prominent results in research developmentdata mining, ETL, auditing and delivery in collaboration with Data Governance•Drove departmental mission and vision promoting data driven decision makingconsumer driven analytics across the business to all levels of the organization•Planned budgeting of team’s wages, hiring, on boarding and developmentAnalytics•Built, maintained and improved the first in kind (in TP) PBI Pro Premium App forComcast with an automated scheduled refresh reporting suite with up to 25global and divisional interactive cloud based dashboards leaded theglobalization of TP Reports TP Performance), BI Tailor made servicing BI solutionsfor 7 countries MEX, COL, USA, RMN, JAM, PHI DRP 4 regions Ibero LATAM,CEMEA, ARM, EWAP and 13 sites•Successfully designed, enhanced standardized departmental processesdocumentation SOPs and executed Lean 6 Sigma continuous improvementmethodologies accelerating reports production automation up to 50 IDaccuracy results to above 99 and password reset SLA response to 45 minutes•Developed BI solutions using Nexidia Speech Text Analytics for CX and OpsStrategy•Implemented global tactical strategic data management planning providingthe required visibility into data driven insights that informed the business’sdirection and KPI’s to achieve 3 consecutive times Comcast Partner of the Year•Demonstrated flexibility and adaptability to adjust reporting based on clientneeds with a high sense of urgency and financial business acumen

Zapopan, Jalisco, Mexico

Introduced and implemented for the fist time in TP NSR the use of Power BI forglobal dashboard development and recurrent delivery for the Global team.•Defined KPIs and goals to ensure the highest accuracy and data integrityperforming execution and team development.

• Collaborated in the Client Analytics department overall infrastructure, standardizing dashboard processing, delivery and administration.• Applied BI Tools and techniques to develop multiple on-going USA-based client nationwide KPI interactive dashboards, supporting upper management critical decision making and improve financial and operational leverage.• Reported directly to Regional Operations Directors, COO, VPs, and high leadership internationally. • Processed multiple ad-hoc requests analyzing internal/external databases to hand over thorough complex reports.• Elaborated and performed on the Client Analytics department presentation to the Teleperformance Ibero-LATAM CEO.• Owner of the Client Global financial dashboard, in charge of gathering and analyzing financial data from a global cross- functional teams and sharing trend results and projections for the executive leaders.• Conducted dashboard usage training for international online/audio meetings with global management staff from 4 countries.• Coordinated with coworkers and the Management Information System department to automate and create new reports. • Provided mentorship for the Client Analytics new hire team members on dashboard processing and BI tools expertise usage.

• Contributed to improve client business results (Global Performance Score >95% YTD) by executing and delivering daily, weekly and monthly reports on client’s key performance indicators (KPI) to upper management.• Performed data analysis with administrative, operational and executive trend reports using power pivot tool with spreadsheets. • Provided administrative support to operational teams for multiple departments by supervising staff, planning, organizing, executing and implementing processes.• Conducted training and orientation for administrative/operational staff on data analysis and dashboard usage/creation.• Developed plans to improve metrics auditing and following up on results on a daily basis, counseling, and disciplining employees on a timely manner. • Coordinated special projects along with the PMO, the client and support areas by organizing and analyzing information and requirements, planning and arranging meetings, monitoring results, enforcing systems, policies and procedures.• Improved service quality by testing client/internal applications and evaluating system results with end users.• Implemented an efficient time-saving employee scheduling system platform based on spreadsheet templates.

Zapopan Area, Mexico

• Leaded and coached operational teams of up to 20 agents reaching client KPI targets with prominent and consistent results.

Guadalajara Area, Mexico

Black Belt Lean Sigma Diploma, Continuous Improvement

Green Belt Lean Sigma Certified, Continuous Improvement

Yellow Belt Lean Sigma Certified, Continuous Improvement

Bachelor'S Degree, Administrative Computer Systems

Audio Engineer'S Degree, Audiovisual Communications Technologies/Technicians

Bachelor'S Degree (Unfinished), Computer Software Engineering

Activities and Societies: Percussion team participation