Leilanie Hidalgo
Sparks,NV
Summary
Experienced team leader with a proactive approach to managing teams and overseeing multiple projects. Demonstrates exceptional communication, problem-solving, and interpersonal skills, fostering a collaborative work environment. Adept at motivating and inspiring team members to achieve shared objectives. Skilled in training and developing staff, as well as delivering outstanding customer service to ensure a positive customer experience.
Overview
15
15
years of professional experience
Work History
Implementation Manager
ITS Logistics
10.2024 - Current
- Developed clear documentation for all implementation processes and procedures, enabling easy knowledge transfer among team members.
- Streamlined implementation processes by effectively collaborating with cross-functional teams and project stakeholders.
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
- Improved client relationships by effectively addressing concerns and providing timely updates.
- Trained team members on new procedures to ensure consistent and accurate implementation.
Account Manager in Training
ITS Logistics
09.2023 - 10.2024
- Managed relationships with key accounts by providing support across multiple touchpoints such as phone, email, and virtual platforms.
- Partner with internal teams including technical support to ensure seamless delivery of services
- Led hiring process, facilitated training sessions, and managed staff operations.
- Set performance goals and conduct regular evaluations for team members.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Project Management Specialist
Arrow Electronics
03.2022 - 07.2023
- Collaborated with cross-functional teams to identify areas of improvement in processes or systems related to projects
- Participated in project budget and cost control measures, tracking progress and making necessary financial adjustments to meet company goals
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts
- Tracked project deliverables using appropriate tools such as spreadsheets and software programs
Customer Support Associate III
Arrow Electronics
03.2016 - 03.2022
- Managed 10-20 accounts to facilitate Order to Invoicing processes for customer base.
- Ensured alignment across organizational processes by working closely with various teams worldwide.
- Investigated and researched order issues and discrepancies to determine root causes and appropriate resolution methods.
- Collaborated closely with other departments, such as sales and technical support teams, to provide superior customer service experience.
Communication Specialist
Renown Health
01.2012 - 03.2016
- Answered incoming calls and transferred them to patient rooms, nursing units, and other medical center areas when required and utilizing proper technique
- Demonstrated working knowledge of medical center paging and radio systems (short-wave radio, touch-tone radio)
- Monitored facilitator for medical center fires and responded immediately to alarm by paging505/Code Red for a specified area
- Trained, coached, and mentored employees to ensure adequate training and execution of new protocol
Lead Sales Representative
West Corporation
12.2009 - 12.2011
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions
- Helped supervise team members to respond to all customer requests appropriately; assisted in elevated customers issues and as needed to support team workload
- Incorporated cross-selling, up-selling, and add-ons and offered promotional items to increase sales
- Routinely monitored, audited, and coached Sales Support Associates and provided constructive feedback
Education
Bachelor of Science - Operations Management and Supervision
Southern New Hampshire University
Manchester, NH01.2022
Skills
- Strong Verbal and Written Communication
- Collaborative Teamwork
- Effective Multi-Tasking
- Adaptability
- Proficient in MS Office Suite
- Prioritization and Time Management
- Engaging Team Leadership
- Complex Problem-Solving
- Account Management
- Customer Relationship Management (Salesforce & Zendesk)
- Process Documentation
- Software implementation
Timeline
Implementation Manager
ITS Logistics
10.2024 - Current
Account Manager in Training
ITS Logistics
09.2023 - 10.2024
Project Management Specialist
Arrow Electronics
03.2022 - 07.2023
Customer Support Associate III
Arrow Electronics
03.2016 - 03.2022
Communication Specialist
Renown Health
01.2012 - 03.2016
Lead Sales Representative
West Corporation
12.2009 - 12.2011
Bachelor of Science - Operations Management and Supervision
Southern New Hampshire University
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