Danielle DeLeon

• Lead teams of up to 12 personnel, supervising daily performance as well as training and improvement plans.
• Recruit, interview and hire employees and implement an environment of collaboration to promote positive feedback and engagement.
• Establish performance goals for employees and provide feedback on methods for reaching and exceeding those milestones.
• Evaluate employee performance and convey constructive feedback to improve skills.
• Prioritize tasks and allocate resources appropriately to keep teams focused and productive.
• Train and develop department leaders and management staff for specific projects and ongoing operational needs.
• Assist senior leadership in managing all aspects of operations.
• Communicate all capacity, sourcing and technology gaps with upper management which has lead to more efficiency.
• Engage analytical subject matter experts outside project teams to drive troubleshooting of critical process-related deviations and enhance process improvements.
• Assess risks associated with team activities and implemented appropriate procedures to mitigate potential problems which has lead to a seamless experience for our clients.
• Support continuous process and performance improvement for maximum efficiency.
• Leverage data and analytics to make informed decisions and drive business improvements.
• Maintain positive customer relations by addressing problems head-on and implementing successful actions.
• Assist in organizing and overseeing assignments to drive operational excellence.

• Supported implementation of new call center sites, line of business transitions and call center exits which consisted of up to 50 open projects at a time.
• Analyzed and developed processes for system access for successful call center launches.
• Worked closely with project management teams to plan, develop and execute technical strategies to aligned with a success for launch.
• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Proven ability to learn quickly and adapt to new situations.
• Worked effectively in fast-paced environments.
• Managed time efficiently in order to complete all tasks within deadlines.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Implemented project management techniques to overcome obstacles and increase team productivity.

• Interact with clients as Subject Matter Expert on various processes and projects assisting in resolving issues, updating intranet, communicating with upper management and guiding team members on strategy and execution.
• Provide support for system access and compliance to Strategic Partner and Internal AT&T sites consisting of over 45K+ head count.
• Present feedback to internal IT team to recommend system updates to assist in providing a more efficient process for our internal and external customers.

• Investigate and analyze escalated issues for upper management while providing action plans designed to promote efficient functioning of processes.
• Facilitate meetings and conference calls with vendor call center management and cross functional partners for new campaigns, initiatives and monthly presentations.
• Utilized exceptional oral and written communication skills regarding various vendor issues which create rapport with upper management.