Eva Leal
New York,NY
Summary
Bilingual Call Center Lead with a strong background in daily operations, team coaching, quality assurance, and performance monitoring. Supports teams of 5-20, analyzes call data, and maintains accurate documentation while improving workflow efficiency, productivity, and service standards.
Overview
26
26
years of professional experience
Work History
Call Center Lead
Abt Global/SRBI
NYC
01.2000 - 01.2026
- Coordinate daily call center operations to ensure service goals and productivity targets are met.
- Trained, coached, and supported a team of 5-20 people, resulting in improved performance and enhanced respondent experience.
- Monitored employee performance and operational metrics to identify and implement improvement opportunities.
- Analyze call center data and generate reports to support management decision making.
- Ensure compliance with company policies, procedures, and quality standards.
- Contributed to operational improvements that enhanced workflow efficiency and increased production rates.
- Manage projects involving confidential and sensitive information while maintaining data integrity.
- Maintain quality standards and accurate documentation while handling confidential respondent information.
- Assisted with public health data collection initiatives at multiple sites.
Education
Borough of Manhattan Community College (BMCC)
Skills
- Call center management
- Performance metrics
- Quality assurance
- Customer service excellence
- Data analysis
- Project coordination
- Team leadership
- Coaching
- Confidential information handling
- Spanish and English bilingualism
- Language proficiency
- Operational efficiency
AWARDS & RECOGNITION
Spot award Recipient, Abt Global
Timeline
Call Center Lead
Abt Global/SRBI
01.2000 - 01.2026
Borough of Manhattan Community College (BMCC)