Leandra Otero
Analyst
Land O' Lakes,FL
Summary
Focused professional knowledgeable about devising innovative solutions to diverse business concerns and goals. Strategic and forward-thinking leader with self-motivated and tactical mindset. Excellent relationship-building and critical thinking skills with determined and decisive nature by utilizing strong analytical and technical leadership skills to integrate cross functional teams and drive execution of business goals.
Overview
17
17
years of professional experience
7
7
years of post-secondary education
1
1
Language
Work History
Analyst, Quality
T-Mobile
Remote, FL
11.2019 - Current
- Develop strategy sessions to drive team performance.
- Coach, lead and mentor teams around People, Processes and Systems to ensure team KPI's are executed across multiple sites globally
- Lead and manage projects enterprise wide to improve performance/ efficiency across multiple sites LATAM/ Philippines alongside migration from Legacy Sprint to Legacy T-Mobile
- Performed frequent visual inspections to root out tolerance and compliance issues
- Optimized/ taught core processes to improve business performance and operational agility- Nexidia |iPerform|Verint| ILT |TTT|Calibrations
- Collaborated with Global Care LATAM (Guatemala/Bogota) teams to increase productivity and become the #1 leading site in the Enterprise- June 2021
- Cultivated relationships with industry leaders and within company to share tips and information with marketing LATAM Team
Specialis II, Quality
T-Mobile
Tampa , FL
02.2016 - 11.2019
- Capture behavioral insights efficiently and accurately based on call observations for different lines of businesses (Social, Messaging, Care, Tech, Activations, RSL and more)
- Self-motivate to consistently exceed performance goals
- Bubble up trending behaviors or findings to leadership
- Submit change forms to correct mistakes on accounts to eliminate the risk of a poor customer experience
- Suggest policy and process changes to reduce customer effort and eliminate frontline pain points
Specialist I, Quality
T-Mobile
Tampa , FL
02.2015 - 02.2016
- Capture behavioral insights efficiently and accurately based on call observations for two lines of businesses
- Self-motivate to consistently exceed performance goals
- Bubble up trending behaviors or findings to leadership
- Submit change forms to correct mistakes on accounts to eliminate the risk of a poor customer experience
- Suggest policy and process changes to reduce customer effort and eliminate frontline pain points
Specialist, Business Risk Mitigation
T-Mobile
Tampa , FL
09.2012 - 02.2015
- The Business Risk Specialist is responsible for authenticating documents required for business activations in an effort to reduce fraud and bad debt.
- Review high-risk business applications
Conducts in-depth investigation to authenticate business forms and trade information using multiple resources - Utilize problem solving and decision making skills in order to reduce fraud
Bilingual Financial Care Representative
T-Mobile
Tampa , FL
09.2008 - 02.2012
- Assisting customers in a word class experience by gracefully handling tough billing disputes and relish the opportunity to sell T-Mobile service all over again to customers with past due accounts.
- Negotiate payment arrangements
Collect payments on past due accounts - Strive for one-call resolution of customer issues
- Demonstrate positive and cooperative behavior with customers and coworkers.
Reservations
Continental Airlines
Tampa , FL
08.2006 - 09.2009
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
Education
MBA - Accounting
University of Arizona
Tucson, AZ 05.2017 - 03.2020
Bachelor of Science - Accounting
Ashford University
San Diego, CA 05.2013 - 10.2017
Skills
SQL
Data interpretation and analysis
Excel data modeling
Public Speaking
Project Manager
Nexidia
Verint
Facilitation for Diverse Audience
PartnershipCommunication Skills
Business Operations: Data Analysis KPI's
Microsoft PPT
Microsoft Forms
Google Forms
Affiliations
Women in Technology (WIT) Co-Chapter Lead Tampa, FL for Latinas in Tech Summit
Culture & Inclusion: Lead programs to increase awareness of DE&I
Timeline
Analyst, Quality
T-Mobile
11.2019 - Current
MBA - Accounting
University of Arizona
05.2017 - 03.2020
Specialis II, Quality
T-Mobile
02.2016 - 11.2019
Specialist I, Quality
T-Mobile
02.2015 - 02.2016
Bachelor of Science - Accounting
Ashford University
05.2013 - 10.2017
Specialist, Business Risk Mitigation
T-Mobile
09.2012 - 02.2015
Bilingual Financial Care Representative
T-Mobile
09.2008 - 02.2012
Reservations
Continental Airlines
08.2006 - 09.2009