Leon Kirshner

Support Operations Shift Manager @Payoneer

Petaẖ Tiqwa, IL

Managed Global Operations: Directed the shifts of 500+ associates across global regions, consistently improving KPIs and achieving shift and productivity goals.• Team Leadership: Led diverse teams, both offline and online, resulting in a 90% improvement in customer response times.• Strategic Planning: Conducted data analysis to develop and implement daily, weekly, and monthly plans, transitioning from reactive to proactive operational strategies.• Analytical Tools Development: Utilized Excel to create advanced analytical tools, including complex formulas, diagrams, and charts, to simplify data and provide stakeholders with clear, actionable insights that enhanced decision-making and strategic alignment.• Productivity Analysis: Monitored daily performance metrics and optimized shift preparations, ensuring alignment with business goals.• Team Support & Engagement: Fostered a positive work environment by supporting associates in their daily tasks and providing consistent feedback to enhance performance.• Shift Optimization: Designed strategic shift schedules and developed innovative methods to manage incoming inquiries effectively.• Reporting & Insights: Presented statistical analysis and actionable insights to management on a daily basis to drive informed decision-making.• Cross-Department Collaboration: Partnered with technical departments to resolve production and processing issues efficiently.• Crisis Management: Successfully handled extreme situations during shifts, ensuring minimal disruption to operations.• Project Management: Spearheaded roadmap projects tailored to team needs, including creating productivity and shift trackers and break management plans.• Process Improvement: Led initiatives to introduce new service methods for clients, driving innovation and customer satisfaction.• Task Management: Monitored and prioritized daily tasks for tech teams using tools like Zendesk, Salesforce, and Oracle.

BA Strategic Marketing, Faculty of Social Science

Bachelor's degree