Leilani Gonzales
San Antonio,TX
Summary
Results-driven Director of Service Delivery, known for unparalleled productivity and efficiency in task completion. Possess specialized skills in strategic planning, process optimization, and team leadership. Excel in communication, problem-solving, and adaptability, ensuring seamless service delivery outcomes. Committed to driving operational excellence and customer satisfaction through effective management and innovation. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
Work History
Director of Service Delivery
TrueSocialMetrics
San Antonio, TX
07.2014 - Current
- Developed and maintained a service delivery model for the organization, focusing on customer satisfaction and efficiency.
- Monitored and coordinated resources to ensure service delivery requirements were met within budget and timeframes.
- Ensured all deliverables adhered to quality standards through regular reviews of process documentation, performance metrics, and customer feedback.
- Managed staff responsible for delivering services to customers including hiring, training, coaching, motivating, evaluating performance, and providing guidance as needed.
- Identified opportunities for improvement in service delivery processes by analyzing data from customer surveys, feedback forms, and other sources.
- Created detailed reports outlining progress against established KPIs related to service delivery performance and customer satisfaction ratings.
- Assisted in developing policies and procedures related to service delivery operations including SLAs and response times.
- Analyzed workflows and established priorities for daily operations.
- Prepared service or product reports by collecting and analyzing customer information.
Police Dispatcher
City of Alamo Heights
San Antonio, TX
01.2010 - 07.2014
- Received emergency calls from the public and dispatched appropriate personnel to handle incidents.
- Monitored police radio frequencies for any updates or changes in dispatch instructions.
- Provided support to officers by relaying critical information during emergencies.
- Responded promptly to inquiries from citizens, law enforcement, and other agencies.
- Trained new employees on basic operations of the police radio console and CAD system.
Education
High School Diploma -
Oliver Wendall Holmes
San Antonio, TX06-2008
Skills
- Service Level Agreements
- Business Analysis
- Staff Development
- Operational Excellence
- SLA management
- Customer Satisfaction
- Continuous Improvement
- Project Leadership
- Effective Communication
- Team building
- Time Management
- Analytical Skills
- Organizational Skills
- Decision-Making
- Project Coordination
- Task Prioritization
- Attention to Detail
Timeline
Director of Service Delivery
TrueSocialMetrics
07.2014 - Current
Police Dispatcher
City of Alamo Heights
01.2010 - 07.2014
High School Diploma -
Oliver Wendall Holmes
Similar Profiles
Maria CruzMaria Cruz
Barista at StarbucksBarista at Starbucks
Collin DoanCollin Doan
Sales Associate at Sams Club DistributionSales Associate at Sams Club Distribution
Karen VasquezKaren Vasquez
Registrar at Urban Champions AcademyRegistrar at Urban Champions Academy
TABITHA BARBERTABITHA BARBER
Cost Accountant II at Park USA/Northwest Pipe CompanyCost Accountant II at Park USA/Northwest Pipe Company
RAVI KUMAR RAVIRAVI KUMAR RAVI
Director of Service Delivery at Tech Mahindra (Americas) IncDirector of Service Delivery at Tech Mahindra (Americas) Inc