My professional journey has been characterized by a diverse range of experiences across various industries, showcasing adaptability and a commitment to excellence. Commencing my career in administrative roles at the Venezuelan Central Bank and subsequently transitioning to commercial banking, I developed a strong foundation in financial operations and management.A pivotal turn in my career occurred when I assumed the responsibility of running the Operational and Commercial Planning Department for an outsourcing service company catering to the oil industry. In this role, I navigated the intricacies of coordinating operational strategies and commercial planning, honing my skills in strategic thinking and execution.The year 2020 marked a significant shift in my career trajectory as I ventured into the dynamic realm of customer service. Joining a call center, I embarked on this new path as a Customer Service Representative. Through dedication and a commitment to delivering exceptional service, I swiftly progressed within the organization, taking on the role of a Quality Assurance Monitor.My journey within the call center was marked by continuous growth and development. Demonstrating a keen eye for detail and a commitment to maintaining high-quality standards, I further advanced to the position of Operations Supervisor in November 2020. As an Operations Supervisor, I have played a crucial role in overseeing and optimizing operational processes, ensuring a seamless customer experience, and leading a team to achieve and exceed performance metrics.This diverse background in administrative roles, banking, oil industry outsourcing, and customer service has equipped me with a comprehensive skill set. It has fostered my ability to adapt to varying professional landscapes, emphasizing strategic thinking, operational efficiency, and leadership in customer-centric environments. As I continue to evolve in my career, I remain dedicated to contributing my skills and experiences to drive success in any future endeavor.
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Inbound SupervisorNearshore Call Center Nov 2020 - PresentBarranquilla, Atlántico, Colombia• Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness at 100%.• Motivated and trained employees to maximize team productivity on a 38%.• Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.• Analyzed department metrics and performance and reported findings to management.• Collected customer feedback and applied business adjustments to improve retention and satisfaction.• Evaluated team member performance and productivity, provided feedback and implemented corrective actions.Directed a team of 20 in managing the inbound logistics operations, boosting efficiency by 25% through the implementation of a data-drivenscheduling system and KPIs for inventory accuracy and order processing speed.•Directed daily inbound operations processing over 5,000 calls, improving efficiency by 20% through the implementation of streamlinedlogistics workflows and enhanced team training programs. -
Quality Assurance MonitorNearshore Call Center Jun 2020 - Nov 2020Barranquilla, Atlántico, Colombia• Provided updates at 100% adherence rate to team leadership on quality metrics by communicating consistency problems or production deficiencies.• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.Performed standard first article inspections and random sampling inspections to verify adherence to customer standards, improving operations compliance by 38%.• Administered internal quality audits and assessed results to inform corrective action measures to 45% of the operation.• Recorded findings of inspection process, collaborating with quality team to implement corrective actions.• Participated in departmental meetings to establish short- and long-term strategy.
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Customer Care RepresentativeNearshore Call Center Feb 2020 - Jun 2020Barranquilla, Atlántico, Colombia• Optimized service order workflow, reducing processing time by 20% and enhancing customer experiences through automated notifications.• Addressed customer inquiries, providing outstanding support and customized recommendations to meet their needs with 92% efficiency.• Met customer call guidelines for service levels, handle time and productivity.• Followed through on all critical inter-departmental escalations to increase customer retention rates.• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
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Spoc OperatorEmpresas Andinas Sep 2012 - Jan 2014Barquisimeto, Estado Lara, Venezuela• Developed strategies to enhance long-term business prosperity and elevate profitability in 32%.• Established, implemented, and refined internal policies to ensure responsiveness to demands in 45% of org-board.• Supervised operations staff and keep employees compliant with company policies and procedures, ensuring a 100% rate of adherence.• Negotiated contracts with vendors and suppliers to obtain best pricing and terms.• Conducted analysis and presented key performance indicators to senior management.• Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
Frequently Asked Questions about Leonardo Prieto
What company does Leonardo Prieto work for?
Leonardo Prieto works for Nearshore Call Center
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Leonardo Prieto's current role is Leonardo Prieto.
What schools did Leonardo Prieto attend?
Leonardo Prieto attended Iutirla.
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Leonardo Prieto
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