Raquel Navarro Leal

Highly organized and detail-oriented Administrative and Operations bilingual professional with 5 years of experience supporting leadership teams in fast-paced, remote, and office environments. Proven track record managing calendars, inboxes, meetings, documentation, and operational workflows while coordinating across multiple departments including TA, HR, Ops, QA, Training, and IT. Experienced in sourcing, screening, and interviewing candidates, supporting hiring processes.

Bilingual in Spanish (native) and English (advanced C2), with a proactive, problem-solving mindset focused on process improvement and maintaining efficient, well-structured administrative systems that support day-to-day operations and leadership decision-making.

Sales Coordinator at Elevation Pros (Solar Installation) (2026-02 – 2026-08)

• Coordinated scheduling and dispatch for consultant appointments, assigning by territory/availability, confirming details with clients (homeowners), tracking consultant ETAs, and rescheduling or modifying appointments as needed.
• Provided Spanish-language translation support for appointments when needed.
• Updated operational reports and metrics, including dispositions, mileage tracking, and appointment outcome data.
• Maintained consistent cross-departmental communication between Scheduling, Operations, and other areas to ensure smooth information flow.
• Sourced, screened, and interviewed candidates through Indeed, conducting outbound pre-screening calls and shortlisting qualified applicants for the hiring process.

Quality Assurance Assistant for Mercedes Benz Mbrace Campaign | Sales, Retention & Collection at Telvista (2023-12 – 2025-10)

• Met with the MB Sales and R&C team to analyze agent behavior on calls and its impact on sales results.
• Conducted listening sessions with Management and supervisors to identify agent behavior patterns on calls.
• Reviewed 100+ calls weekly in a high-volume environment, analyzing QA reports and scores across areas such as Willingness, Skill, and Environment.
• Shared daily performance feedback with the MerrB team based on agents' availability and call activity.
• Participated in daily meetings with management to review sales metrics and quality impact, plus biweekly client meetings to align on agent behaviors.
• Contributed to a measurable increase in agent consistency by reducing scoring discrepancies across teams.

Operations Senior Supervisor, CashApp Fintech at Concentrix (2022-11 – 2023-12)

On-site position | Headcount in charge: 4 Ops Sups + 74 agents.

• Coordinated and led a team of Operations Supervisors, conducting daily KPI follow-up and monitoring to ensure optimum performance, time management, and productivity.
• Developed supervisors' skills and competencies through weekly coaching sessions, performance reviews, and identification of low performers, while preparing new supervisors and reporting their progress to upper management.
• Implemented SMART action plans and identified process bottlenecks, proposing optimization strategies to drive continuous improvement and productivity across teams.
• Attended client and cross-departmental meetings to align on operational needs, track requests, and support comprehensive planning and decision-making.
• Proactively managed attrition risks by applying retention strategies and accurately classifying agents by risk level, aiming for a 4% monthly termination goal, while scheduling monthly results presentations for Upper Management.

Operations Supervisor, CashApp Fintech at Concentrix (2021-12 – 2022-11)

Headcount in charge: 15 agents.

• Supervised operation agents supporting clients/campaign customers, overseeing productivity, KPI achievement, and daily monitoring of chats/calls.
• Ensured Quality Assurance compliance by calibrating and coaching agents based on performance scores, auditing interactions, and creating SMART action plans for continuous improvement.
• Attended meetings with quality and client teams to align on process calibration, product knowledge, and operational requirements.
• Managed administrative tasks including permits, PTO, schedule and contract changes, overtime requests/auditing, and payroll follow-up in coordination with RL and WFM departments.
• Reported daily performance via end-of-shift summaries and led the emergency response plan for hardware/software issues.

Bilingual Chat Agent, CashApp Fintech at Concentrix (2021-09 – 2021-12)

• Provide customer support, follow up on customer incidents, disputes, questions or requests, taking into account campaign policies, aiming for high scores of quality assurance, effective problem solving and high productivity.
• Creating disputes, providing follow up and resolutions for the customers.

Bilingual Interpreter at Human Quality (2020-03 – 2020-07)

• Interpretation of tripartite calls from English to Spanish language and vice versa, with Latino customers in the United States, with Native American representatives from different campaigns.
• Calls Interpretation to offer deals and services, provide assistance or support (Car Insurance, Life Insurance, Supermarkets, Pharmacies, Medical Equipment, Government Programs.
• Callbacks for follow ups regarding the customer's issue (Banks, Hospitals, Schools)

Bachelor of Business Administration in Business Administration – UNITEC (2019 – 2025)

Technical Degree in Foreign Languages – Instituto Alemán (2015 – 2017)