Fernando Leiva

Fractional Chief Operating Officer

Law Offices of Sean Lewis, PLLC • Temps plein

Jan 2024 - Present • 2 yrs 10 mos

As Fractional Chief Operating Officer (FCOO) at Music City Visa, a U.S. immigration law firm, I oversee daily operations, financial performance, team productivity, and strategic initiatives to improve efficiency, profitability, and client satisfaction. I work closely with the Managing Attorney and leadership team to streamline business processes, strengthen accountability, optimize resources, and ensure smooth coordination across departments. My key responsibilities include: Operations Management: Oversee daily workflows, staff coordination, task assignments, workload distribution, and operational performance across intake, legal support, billing, and client services. Financial Management: Manage billing, accounts receivable, collections, payment follow-ups, financial reporting, and cash flow improvement initiatives. Team Leadership: Monitor employee productivity, establish performance expectations, identify bottlenecks, and implement accountability measures. Project Management: Lead operational improvement projects, coordinate cross-functional initiatives, manage timelines, and ensure successful execution. CRM & Technology Administration: Optimize LollyLaw, Dialpad, Dropbox, and other business systems to improve automation, data accuracy, communication, and workflow efficiency. Process Improvement: Develop SOPs, standardize procedures, implement quality controls, and eliminate operational inefficiencies. Client Experience & Case Operations: Oversee intake processes, consultation coordination, client communications, case progress tracking, and escalation procedures. Business Intelligence: Develop KPI dashboards, productivity reports, financial analyses, and management updates to support strategic decision-making. My approach combines executive-level operational leadership with hands-on execution. I focus on building scalable systems, improving financial performance, empowering teams, and allowing firm leadership to concentrate on legal strategy and busine

Process Improvement - Project Manager

Alonso • Temps plein

Dec 2022 - Oct 2026 • 3 yrs 10 mos

As a Project Manager and Process Improvement Specialist at Alonso & Alonso, I lead cross-functional projects focused on technology implementation, operational efficiency, process optimization, and organizational growth. I managed the implementation and successful rollout of NICE CXone, coordinating the transition from RingCentral and working closely with IT, Sales, Finance, Legal, Customer Service, and external technology partners. My responsibilities include project planning, resource coordination, stakeholder management, risk assessment, User Acceptance Testing (UAT), deployment, and post-launch support. Beyond project execution, I oversee business process improvements, develop Standard Operating Procedures (SOPs), streamline workflows, and implement solutions that increase productivity and operational efficiency. I also support CRM administration and technology initiatives involving Salesforce, Litify, NICE CXone, system integrations, user access management, software configurations, and technical troubleshooting. My role involves coordinating employee training, change management, vendor relationships, and system adoption while ensuring projects meet operational requirements and business objectives. I develop project trackers, KPI dashboards, performance reports, and executive updates using Excel, Smartsheet, and reporting tools to monitor progress, identify risks, and support data-driven decisions. I combine project management, technical expertise, and hands-on operational leadership to solve complex challenges, improve accountability, optimize resources, and deliver sustainable business results.