Raul Leon Email & Phone Number

Chicago, Il, Us

Chicago, Il, Us

Chicago, Illinois, United States

As part of a global team of 14, I play a pivotal role in driving performance management focus across the organization, with a key role in managing the MBO cascade process to ensure alignment across multiple leadership levels spanning 2,000 employees across our Global Teams. My work involves comprehensively understanding division-specific priorities(Supporting our operations, procurement, finance, legal, marketing divisions) to translate the company’s long-term vision into measurable KPIs that support strategic objectives. I collaborate closely with the executive leadership team, providing insights and strategic recommendations on various performance management frameworks, including the MBO program and the implementation of Performance management tools such as OKRs.In addition to MBOs, I prioritize rigorous KPI management, ensuring that the metrics we utilize effectively track our strategic progress toward our 10-Year Missions. Serving as the global contact for the Performance team, I work with executive leadership and regional peers to align global strategies with local regional execution. My change management efforts focus on empowering leaders to motivate and cultivate their teams, introducing innovative goal-setting practices that elevate overall performance.I also facilitate key cross-division initiatives, ensuring effective collaboration and accountability across projects. By navigating diverse cultural dynamics and varying leadership styles, I build strong relationships that positively influence our leaders and contribute to impactful outcomes. Leaders believe in my consultation because I work rigorously to deliver strong outcomes.

I am the Operations Strategy manager within the Portfolio Management team in Allstate Insurance's Data Analytics organization. I work to break down silos across Data Analytic Teams (10+teams) to drive agility between projects and Enterprise Goals through different strategic initiatives. I derive actionable insights through evaluation of all Data Analytics projects with the goal of driving maturation in the Data analytic organization. This includes deep thought around ML (Machine Learning) techniques and how our organization is using different techniques, an evaluation of resource allocation and associated skill sets, and a strategic approach to optimize the work footprint across the organization. Ultimately, I utilize data analysis to derive insights from the hundreds of ongoing Data Analytic Projects to formulate and contribute to strategic plans, translating business vision into actionable team priorities and activities. This includes daily, weekly, and monthly strategic sessions at various corporate levels including data scientists, senior management, officers and external contacts.

Northbrook, Illinois, United States

Oversaw Call Center Performance Strategy across 11 external vendor call centers in 7 different countries. Operated as primary consultant to all external vendor officers to implement my strategic vision to optimize financial performance across external vendors. This included call management of 100+ B2B contracts with differing KPI's and over 1200 call center agents worldwide. Proven track record showing improvement across multiple global locations resulting in millions of dollars in savings for the organization. Utilized data analysis techniques to derive strategy and influence both internal and external stakeholders. Demonstrated a proven record of accomplishment in achieving major financial savings through data evaluation and strategy implementation. I acted as the primary consultant for the organization's officers and leaders, providing strategic guidance and support to optimize key performance indicators (KPIs) and drive profitability. Lead successful projects resulting in significant handle time reduction and cost savings. Developed and consulted senior leadership on financial plan progress and resource allocation. Facilitated cross functional collaboration to address barriers and drive initiatives, prioritizing projects based on business needs and goals. Implemented telephony routing strategies and IVR (Interactive Voice Response) scripting to enhance digital channels and increase customer engagement. Achieved notable increase in customer digital usage and contributed to reducing business calls through process and journey enhancements. Collaborated with Data Science teams to isolate and execute identified opportunities. Analyzed Processes and various digital systems to optimize user experience.

Northbrook, Illinois, United States

Primary function was contributing to Operational improvement across large network of call centers. Revamped reporting structures to enable real-time analysis, with a specific focus on financial perspectives for monitoring ongoing activities. Leveraged large datasets to identify financial opportunities related to general program performance, and operational footprint as well as technology advancements, such as mobile application engagement, and delivered key insights to senior leadership for informed decision-making. Proactively identified trends and outliers across 100+ partners and 11 call centers worldwide, driving actionable strategies at the call center level to improve agent behavior and operational efficiency. Performed comprehensive analysis of contracted service providers (3rd party vendors), evaluating their performance in delivering acceptable work for Allstate Roadside. Conducted market performance analysis, assessing partner performance and service provider effectiveness to inform strategic decision-making. Utilized data driven insights to provide valuable inputs, drive operational excellence and maximize performance across various aspects of the business.

Northbrook, Illinois, United States

Managed a high-performing Command Center team of 10 real time analysts overseeing a network of call centers spanning multiple locations and countries, 24/7/365. Utilized data-driven insights to proactively address real-time escalations, employing data analysis to manage staffing/forecasting issues and mitigated technology outages for seamless call management and uninterrupted operations. Collaborated closely with the Business Planning and Forecasting team, leveraging data to identify call volume trends, and staffing gaps, implementing targeted strategies to optimize resources effectively. Fostered relationships with stakeholders from IT, Compliance, Forecasting, and Data and Analytics, utilizing data insights to drive improvements in technologies and operational processes. Took charge of disaster recovery and business continuity planning, ensuring the resilience of all call centers. Led weekly cross-functional strategy sessions with senior IT leadership, providing real-time data perspectives and strategic guidance to inform decision-making and drive organizational. success.