Robert Leonte Email & Phone Number

Brașov, Bv, Ro

Braşov, Romania

Romania

Freelancing services for the following roles:- Project Management- Scrum Master- Senior Team Manager- Account Manager- Operational Manager

Braşov, Romania

- Supervised and led 8 teams, each with an average of 1 team leader, 1 coach, and 16 agents.- Responsible for an average of 120 FTE.- Provided guidance, support, and motivation to boost team performance and productivity.- Encouraged team members to take ownership of their work and fostered a cooperative environment generating multiple processes such as: 1. Defect management 2. Engagement management 3. Performance correction 4. Quality and training- Monitored and evaluated individual and team performance against key performance indicators (KPIs) and targets.- Implemented performance improvement plans to enhance overall team efficiency when necessary, becoming leaders in performance for the client and receiving the "Center of Excellence" recognition. - Conducted regular training sessions and workshops to improve team members' skills and knowledge.- Managed operational processes to improve efficiency and reduce response times. Total growth generated from 3.6 MSAT to 4.7 MSAT AVG in the last 12 months. - Made data-driven changes to workflow and procedures to optimize performance.- Maintained high standards of customer service through quality assurance measures.- Acted as a point of escalation for team or customer issues, working closely with teams to resolve challenges.- Developed and implemented solutions to address recurring issues and improve customer satisfaction such as UX improvements, CX flow improvements, JIRA defects, and dev suggestions. - Managed communication channels between teams, departments, management, and clients.- Conducted weekly and monthly performance reviews with clients (WBR, MBR, QBR)- Communicated performance expectations, updates, and changes to the team.- Generated and analyzed reports on team performance to identify trends and areas for improvement.- Collaborated with other lines of business to ensure overall project success and progress.

Braşov, Romania

- Led a team of 16 individuals, providing daily supervision and support.- Created engagement activities and collaborative processes to improve morale and productivity.- Monitored individual and team performance against specified goals and targets.- Conducted performance evaluations and improvement plans to maintain consistent performance and productivity.- Held regular training sessions to improve team members' skills and knowledge through huddles and team meetings.- Mentored and coached team members to support their development.- Managed one of the most successful teams, with multiple agents promoted to coach and Tier 2 roles.- Addressed conflicts within the team, promoting a positive working environment.- Regularly communicated updates, changes, and expectations to team members.- Provided performance and process analysis reports to upper management.- Resolved operational issues and challenges, ensuring minimal impact on team productivity.- Recognized and rewarded team achievements to boost morale and motivation.

Braşov, Romania

Braşov, Romania

Romania

Brasov County, Romania

Brasov County, Romania

Duties:- the main contact point for B2B customers- main decision-making factor in projects- risk analysis and prevention of obstacles in the project- maintaining a constant overview of each project- team leader, coordinating the creative team (programmers, designers, marketing specialists, copywriters, sales agents, externals)- innovation and improvement of the workflow (I implemented in the agency a new workflow in the way of assigning the tasks in projects and we improved the overall task completion rate by about 20%)- collecting feedback from the creative director for each stage of a project- organizing and distributing feedback within the team- permanent mentoring and support for assigned teams- maintaining the well-being of the team- implementation of Agile methodology, through SCRUM- SCRUM Master, organizing tasks in 2-week sprints, daily stand-ups, and weekly retrospectives- generating reports to the client- Sales, attending business meetings with potential clients- analyzing the necessary deliverables and offering personalized offers to customers- time and cost estimates- generating solutions during the projects- improvement of the project through creativity and proactivity

Brasov

Duties:- providing customer support via email and telephone- meet each client with enthusiasm and positivity- maintaining customer satisfaction throughout the contact- keeping current knowledge of the product for which it offers support- maintaining KPI's results and customer satisfaction on a positive level- participation in periodic workshops for personal and professional development- I managed to keep myself a top performer, obtaining 2 times in a row "Champion of the quarter" and being always in the top 5 results.- I volunteered in a pilot project that changed the approach to clients, the project was a success achieving a very good result throughout its duration, thus from a system based on "Follow-up" contact with the client became "First contact resolution" oriented

Brasov

Duties:- providing information and customer support- keeping a flawless image on the department- organizing events for clients- stock management and seasonality- daily checking of price changes and maintaining the availability of products on the shelf

Romania

Education record

Sports Studies

I played 8 years volleyball and 3 years basketball and became double national champion. One gold medal for each sport.