Ingrid Leal has extensive experience in operations and workforce management within the call center industry, beginning as a Unit Manager at Citi from March 1998 to May 2005. Ingrid then served as Operations Manager at Driven Solutions from March 2007 to May 2009, where responsibilities included hiring and training staff, performance reviews, and staffing for optimal service levels. Following this, Ingrid held the role of Customer Service Manager at The Home Depot from June 2005 to March 2007, contributing to the launch of customer service centers. Most recently, Ingrid worked at Experian as an IT Operations Manager and Workforce Manager from April 2018, overseeing staffing forecasts, managing teams across multiple sites, and ensuring adherence to service level objectives.
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