Richard Leal
Phoenix,AZ
Summary
I am a talented Project Manager who is considered a knowledgeable leader and dedicated problem solver. Bringing 3 years of valuable expertise in project management. I am attentive to detail with experience in coordinating projects, programs and improvements. I am focused and adept at planning, directing and maintaining continuous operations in various departments. Experienced in directing employees and keeping efficient production in accordance with quality standards. Applying creative and analytical approaches to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. I excel at mentoring, training and empowering team members to excel in performance. I have worked on over 60 software development projects and saved over $500,000/yr in company funds through process adjustments and structure changes without compromising company objectives.
Overview
11
11
years of professional experience
3
3
Certifications
1
1
Language
Work History
System Administrator / Project Manager
Great American Pure Flix
Scottsdale, Arizona
05.2022 - Current
- Successfully managed multiple projects simultaneously (34) by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing software quality.
- Established effective communications among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
Customer Service Quality Analyst Manager
Pure Flix
05.2020 - 05.2022
- Assisted in the recruitment process by creating job descriptions, screening candidates, conducting interviews, and making recommendations based on skill sets relevant to service quality analysis roles.
- Spearheaded initiatives that led to improved service levels, incorporating both quantitative data analysis as well as qualitative evaluations from customers themselves.
- Monitored trends in customer feedback data, proactively addressing issues before they escalated into larger problems.
- Collaborated with management to develop training programs that focused on improving agent performance and overall service quality.
- Designed and implemented changes to the company''s customer service policies and procedures.
Customer Service Representative
Pure Flix
05.2018 - 05.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Construction Worker
A Shade Above Inc.
07.2013 - 05.2020
- Utilized hammers, saws, squares, levels, and fastening devices to complete projects.
- Maintained clean and organized job sites, contributing to a safe working environment for all employees.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Worked independently in fast-paced environment while meeting productivity and quality expectations.
- Gathered and disposed of worksite debris to remove safety hazards.
- Worked with more knowledgeable professionals to grow understanding of principles and construction standards.
- Brought materials and tools from trucks and storage facilities to work site locations and organized for expected needs.
- Completed construction projects on time by adhering to strict deadlines and prioritizing tasks appropriately.
- Operated power equipment to move materials and promote job efficiency.
- Demonstrated safe and proper operation of equipment and tools to prevent harm to team members.
Education
High School Diploma -
Tri Adam Academy
Avondale, AZ09.2015
Skills
- Advanced Project Phase experience (Initiation, Planning, Execution, Monitoring & Controlling, & Closing practices)
- Advanced Communication with stakeholders, vendors & cross-functional interdepartmental collaboration
- Advanced workflow planning and documentation management
- Capable of handling multiple projects at the same time (managed 32 projects at once)
- Experienced at maintaining project documents such as scope management, risk registers, lessons learned, & RACI charts
- Atlassian Certified
- Trained in Microsoft Office (Project, Excel, Word, etc)
- Highly skilled at maintaining customer relations
Accomplishments
- Presented with the Russell Wolf Award for exceptional vendor communication, saving $250,000 within my first year & maintaining and presenting the company culture throughout the workplace
- Presented with multiple Check The Gate Awards for additional company savings and improving customer relations with vendors
- Completed the Software Change Project on time and with 3 additional months to spare on deadline
- Supervised team of 20 staff members
- Collaborated with team of 30 in the development of streaming applications
- Completed WorkForce Management training
- Completed multiple Atlassian trainings
- Fluent in FreshWorks, Zendesk, Verint, Injixo, Atlassian (Jira, Confluence, Service Desk, Trello, BitBucket), Wrike & Microsoft Project
Certification
- WorkForce Management Training (Verint, Injixo, Excel)
- Atlassian Training (Jira, Confluence, Service Desk, Trello)
- Project Management through PMI
- Microsoft Project Training
- Experienced in Customer Service Software (FreshWorks & Zendesk)
- WorkForce Certification Training - May 2022
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
System Administrator / Project Manager
Great American Pure Flix
05.2022 - Current
Customer Service Quality Analyst Manager
Pure Flix
05.2020 - 05.2022
Customer Service Representative
Pure Flix
05.2018 - 05.2020
Construction Worker
A Shade Above Inc.
07.2013 - 05.2020
High School Diploma -
Tri Adam Academy
- WorkForce Management Training (Verint, Injixo, Excel)
- Atlassian Training (Jira, Confluence, Service Desk, Trello)
- Project Management Training through PMI
- Microsoft Project Training
- Customer Service Software Training (FreshWorks & Zendesk)
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