Leonardo Mora
Columbus
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
5
5
years of professional experience
Work History
Area Manager
Xclusive Services
01.2024 - Current
- Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
- Developed and implemented strategies to improve customer service and increase sales.
- Transformed underperforming teams into productive, profitable teams.
- Conducted training sessions to educate employees on best practices and procedures to increase client satisfaction.
- Resolved conflicts promptly to promote positive environment for customers.
- Supervised various locations, enforcing high-quality standards of operation.
- Built relationships with customers and community to establish long-term business growth.
- Completed payroll accurately and timely to meet expectations.
Front Desk Agent
Xclusive Services
12.2023 - 01.2024
- Oversaw fast-paced front desk operations and applicants' needs at busy facility.
- Answered telephone calls promptly and appropriately handled needs.
- Utilized online applicant tracking system to screen resumes for all job openings.
- Maintained clean and organized front desk areas to uphold polished company image.
- Collaborated with manager to determine department's short and long-term hiring needs.
- Assisted with writing job postings and job descriptions for boards.
Front Desk Agent
Sonesta
06.2023 - 12.2023
- Greeted customers in a friendly and professional manner, while providing excellent customer service
- Handled incoming calls promptly and professionally, providing information or transferring calls as necessary
- Utilized problem solving techniques to resolve customer complaints quickly and satisfactorily
- Demonstrated strong organizational and multitasking skills to manage multiple tasks simultaneously
- Resolved guest issues with creative solutions, escalating major concerns to management
- Performed various administrative duties such as filing documents, updating databases
Field Manager
Usplurge
08.2021 - 06.2023
- Resolved customer complaints in an efficient manner by providing timely responses and solutions while maintaining excellent customer relations
- Managed a team of 10 field staff, developing and implementing processes to ensure efficiency and accuracy
- Facilitated communication between upper management and field staff by organizing meetings, distributing information, and answering questions
- Analyzed data from various sources to identify trends and recommend changes or improvements in policies and procedures
Front Desk Agent
Scotiabank
12.2019 - 06.2021
- Developed strong relationships with customers by providing timely and accurate responses to inquiries
- Analyzed customer data in order to identify trends and suggest solutions that would improve the overall experience of customers
- Followed up on pending matters regularly until resolved or escalated appropriately
- Provided excellent customer service and support to customers via phone, email, and chat
- Managed incoming calls efficiently by utilizing time management techniques
- Researched technical information related to products and services as needed
Education
Languages Teacher in Education -
District University Francisco Jos de Caldas
07.2021
High School Diploma - undefined
Gabriel Betancourt Mejia
12.2014
Skills
- Problem-Solving Skills
- Quality service
- Social Perceptiveness
- Effective Planning
- Individual and group coaching
- Relationship building and management
- Recruitment and hiring
- Customer relationship management
- Organizational skills
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Area Manager
Xclusive Services
01.2024 - Current
Front Desk Agent
Xclusive Services
12.2023 - 01.2024
Front Desk Agent
Sonesta
06.2023 - 12.2023
Field Manager
Usplurge
08.2021 - 06.2023
Front Desk Agent
Scotiabank
12.2019 - 06.2021
High School Diploma - undefined
Gabriel Betancourt Mejia
Languages Teacher in Education -
District University Francisco Jos de Caldas
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