Leonel Leiva

Experience

• 

  Foundever

  Jan 2012 - now

  As a dedicated Continuous Improvement Manager in Foundever, I am passionate about driving efficiency, enhancing service quality, and fostering a culture of operational excellence. My role is pivotal in identifying opportunities for process optimization and implementing innovative strategies to streamline operations, reduce costs, and improve client satisfaction.My expertise lies in:Process Optimization: Leveraging Lean Six Sigma methodologies to identify inefficiencies and eliminate waste, ensuring processes are robust and scalable.Data-Driven Decision Making: Utilizing data analytics and performance metrics to uncover insights, drive strategic decisions, and monitor the impact of improvement initiatives.Stakeholder Collaboration: Working closely with cross-functional teams, clients, and leadership to align improvement projects with business goals and client expectations.Change Management: Leading change initiatives and fostering a culture that embraces continuous improvement, ensuring smooth transitions and sustained benefits.Training and Development: Developing and delivering training programs to equip teams with the tools and knowledge needed for continuous improvement and operational excellence.Throughout my career, I have successfully led numerous projects that resulted in significant cost savings, improved process efficiency, and enhanced customer experiences. My strategic approach and hands-on leadership style enable me to build high-performing teams committed to achieving excellence. Show less Represent and encourage a continuous improvement culture within the site.Responsible for Lean/Six Sigma projects that eliminate re-work, provide cost savings, increase revenues and increase client/customer satisfaction within the site.Identify opportunities/issues, defines and manages continuous improvement projects using the Lean/Six Sigma/DMAIC framework.Define the organizational structure of the project and the interfacing with the functional work streams associated with project tasks.Direct and control all work performed within the project framework of the DMAIC phases, and has the authority for project element's task assignment and project schedule(s).Responsible for daily communications and formal project reviews with both the project sponsor and project tollgate review team.Recommend solutions and controls, and implements approved recommendations.Ensure accurate quality measurements and tools are implemented within campaigns. Principle duties includeMeets all project goals (Quality, Delivery and Cost).Identify, track, and manage project tasks, and resolves project issues.Proactively disseminate project information/reporting to all stakeholders.Identify, manage, and mitigate project risk.Ensure that the overall project solution is of acceptable quality.Proactively manage scope to ensure that only what was agreed to is delivered, unless changes are approved through scope management procedures.Define and collect metrics to give a sense for how the project is progressing and whether the deliverables produced are acceptable.Manage the overall work plan to ensure work is assigned and completed on time and within budget. Show less Represent and encourage a continuous improvement culture within the site.Responsible for Lean/Six Sigma projects that eliminate re-work, provide cost savings, increase revenues and increase client/customer satisfaction within the site.Identify opportunities/issues, defines and manages continuous improvement projects using the Lean/Six Sigma/DMAIC framework.Define the organizational structure of the project and the interfacing with the functional work streams associated with project tasks.Direct and control all work performed within the project framework of the DMAIC phases, and has the authority for project element's task assignment and project schedule(s).Responsible for daily communications and formal project reviews with both the project sponsor and project tollgate review team.Recommend solutions and controls, and implements approved recommendations.Ensure accurate quality measurements and tools are implemented within campaigns. Principle duties includeMeets all project goals (Quality, Delivery and Cost).Identify, track, and manage project tasks, and resolves project issues.Proactively disseminate project information/reporting to all stakeholders.Identifie, manage, and mitigate project risk.Ensures that the overall project solution is of acceptable quality.Proactively manage scope to ensure that only what was agreed to is delivered, unless changes are approved through scope management procedures.Define and collect metrics to give a sense for how the project is progressing and whether the deliverables produced are acceptable.Manage the overall work plan to ensure work is assigned and completed on time and within budget. Show less Design business analysis and data recording systems for use throughout the departmentMaintain databases and perform updates as necessary to ensure accuracyRegularly examine data reports to locate and resolve mistakes throughoutAccurately analyze and collect data for various types of business reportsCreate business reports that provide insight into key data pointsCommunicate the results of data analysis in written and verbal form to managersSupport various departments, including marketing and sales, in reaching their goals through analysisMonitor data to identify changes in financial and business trends Show less Hiring, training, and preparing representatives to respond to customer questions and complaints and troubleshoot problems with services or products.Ensuring agents understand and comply with all company objectives, performance standards, and policies.Answering agent questions regarding best practices or difficult calls.Identifying operational issues and suggesting possible improvements.Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.Preparing reports and analyzing data to assist management as they determine call center goals.Working with other supervisors and management team members to support agents and maximize customer satisfaction. Show less Maintaining a positive, empathetic and professional attitude toward customers at all times.Responding promptly to customer inquiries.Communicating with customers through various channels.Acknowledging and resolving customer complaints.Knowing our products inside and out so that you can answer questions.Processing orders, forms, applications, and requests.Keeping records of customer interactions, transactions, comments and complaints.Communicating and coordinating with colleagues as necessary.Providing feedback on the efficiency of the customer service process.Managing a team of junior customer service representatives.Ensure customer satisfaction and provide professional customer support. Show less

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