11/12/2024
Spotlight on Leonor Grez: A Champion of Adaptability and Connection!
With over six years at Aucera, Leonor Grez’s journey from agent to Client Success Manager is truly inspiring. Her current focus is leading a 24/7 program, managing staffing challenges, and keeping her team engaged. “The first priority is always having agents ready to take calls,” she explains. “If you don’t answer the phones, you don’t have business, you’re not making money for the client, and quality won’t happen.”
Leonor’s ability to adapt has been crucial. Transitioning from a stable and predictable program to one with new demands and challenges required her to learn quickly and adjust her approach. “Adaptability has been my second name,” she shares. One of her biggest challenges is finding balance in a 24/7 role. “Even when I’m at home, if something arises, I have to be there,” she says. “I’m working on disconnecting when I’m not working.”
She also reflects on how far she’s come, given that English is not her first language. “When I started six years ago, my English wasn’t the best,” she admits. “But this company doesn’t just look at a piece of paper. They see what you can bring to the table.”
On difficult days, Leonor relies on music to decompress and stay focused. “When I have too much going on, I put on music while I’m working. It helps me reset,” she shares.
What does she love most about Aucera? “The connection with people,” she says. “That human connection—whether with agents, staff, or the people they’re talking to—is something you can’t get with a machine. Even over the phone, it’s still human connection.”
Her advice for new employees is simple yet powerful: “Be consistent, keep a good work ethic, and move forward. If you show what you can do, someone will see it.”
Leonor’s dedication and adaptability make her a standout leader. Join us in celebrating her contributions and success!
