Luis De Leon Email & Phone Number

Denver, Co, Us

Waltham, Ma, Us

Head of function for the Inbound & Engagement Team at Eleanor Health that supports all of our current and prospective members. Responsible for all outcomes related to Prospective Member Intakes, Prospective Member Referrals, Current Member Scheduling, Current Member Billing and Financial, and all other general member communications for both prospective and current members. Lead a remote team of Managers, Team Leads, and Inbound/Outbound Consultants.Owner of Telephony Strategy to improve member outcomes including Service Level Agreements (SLA) Average Speed of Answer (ASA) and Abandon Rate across all Inbound Support TeamsLead hiring strategy for all inbound functions including creating and maintaining forecasting models to account for current volume, as well as historical and potential future volume.As part of leadership development, created and implemented Monthly Business Reviews for our Managers to provide a platform and structure to share business updates using a formal structure. Developed a standard SOP creation process that would be implemented across all inbound teams and other orgs and teams at Eleanor Health.

Seattle, Washington, Us

Key Stakeholder in the Premier Agent Partner Support Organization. Responsible for Support outcomes and delivery of world class experiences for Zillow Advertisers. Internal advocate for feedback and sentiment of our most valuable clients. Lead a remote team of Managers, Team Leads, and Support Consultants. Created and implemented our performance pillars to drive efficiency while maintaining best in class support. Worked cross-functionally with internal business partners to migrate our support structure from reactive email-based technical support to consultative on-demand phone support. Created hiring strategy that would be implemented accross all of Partner Support to enable us to scale our team quickly.Developed escalation pillars to filter delicate Partner issues to assist VIP clients while maintaining SLA for all our customers. Launched Quality as a metric that drives our World Class Support structure for our teams.

Seattle, Washington, Us

- Chaired biggest Zillow affinity group of 1500+ members and allies

Englewood, Co, Us

Operations Maanager responsible for leading teams accross DISH, Sling, & Broadband services. Lead a team of Customer Service Supervisors & Customer Service Representatives that support DISH's customers. Lead efforts to launch first Sling TV Support team in the enterprise that grew to 200+ representatives accross the company.Responsible for interviewing, hiring, & training talent accross all support teams in the Denver area.