Leila Caicedo

Team Leader with 4+ years of experience in fintech operations, leading teams, optimizing workflows, and driving cross-functional internal initiatives. Proven track record in process redesign, KPI reporting, stakeholder coordination, and SLA-focused delivery. Recognized for improving resolution times, increasing productivity, and accelerating onboarding effectiveness.

Currently transitioning into formal Project Management opportunities through hands-on delivery leadership and Google PM certification.

Customer Operations Lead at Nucleus Fintech (2022-05 – Present)

Lead a team of 8 specialists while driving internal process improvement initiatives, workflow optimization, and KPI-based operational delivery.

• Led the redesign and implementation of Jira workflows, aligning multiple stakeholders and reducing issue resolution times by 40%.
• Managed the rollout of a performance incentive framework through Power BI dashboards, increasing team productivity by 20%
• Directed a training process improvement initiative that reduced new hire ramp-up time by 30%.
• Oversee a monthly ticket lifecycle of 500–600 cases, maintaining 100% SLA compliance.
• Coordinate cross-functional initiatives between operations, training, and reporting teams to improve service delivery

Collection Agent – Credit & Collections at Operadora de Cobro y Crédito (2020-08 – 2021-11)

Managed high-volume portfolios in a high-pressure, metric-driven environment.

• Managed high-volume portfolios, achieving a 70% recovery rate and consistently exceeding monthly performance targets.
• Ranked among the top 3 agents out of 8 in a high-pressure, metric-driven environment.

Bachelor's in Business Administration (Management) – Universidad Hispanoamericana (2028)