Leonardo Bayyour

- Build and manage daily staffing plans, operational grids, and workforce schedules for a site supporting 1,000+ employees. - Process shift swaps, PTO requests, and attendance adjustments using Verint WFM and MS Excel to maintain required coverage levels. - Use Verint WFM to resolve real-time staffing issues, schedule discrepancies, and grid adjustments, ensuring daily SLA compliance.

- Reviewed high volumes of account and user data against internal safety policies and quality standards. - Investigated complex user cases and escalations, consistently meeting daily quality and productivity targets. - Flagged recurring process gaps to the team, contributing to updates in internal safety workflows.

- Managed the day-to-day customer service process — inquiries, order onboarding, and account requests — for a Turkey-based client base. - Resolved operational issues and open service requests through digital channels, with a focus on client retention. - Surfaced recurring complaint patterns to management as input for process improvements.

- Interpreted and provided day-to-day support for non-Swedish-speaking students, families, and school staff. - Guided newly arrived international students through local enrollment, integration, and administrative processes. - Served as the communication link between families, teachers, and municipal departments on academic and administrative matters.

- Supported international clients through onboarding, document verification, and administrative processing. - Interpreted during legal contract discussions, negotiations, and regulatory meetings.