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Leilani Collins Devery: Strategic Operations & Experience Leader
I transform customer experiences through visionary leadership and cutting-edge solutions. I am passionate about driving success and fostering long-lasting relationships by putting customers & the employee experience at the heart of everything I do.
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About Me
Leadership in Action
  • I consistently develop and execute customer experience enhancement programs
  • I analyze metrics and develop KPIs to drive growth-focused strategies and products
  • I lead teams of 8 and up to 150 members to deliver exceptional customer support solutions
  • I partner with clients and stakeholders as an influential communicator to achieve higher performance levels
Beyond the Office
When I'm not immersed in my professional endeavors, you'll find me embarking on exciting travel adventures and seeking out new experiences that push the boundaries of fun and exploration. As an avid travel enthusiast, I bring the same passion for discovery and innovation to both my personal and professional life.
Key Achievements
Digital Banking Pioneer
I led the strategic direction and launched a customer support department from scratch, personally hiring and utilizing the team to train the 8-member team that set new standards in digital banking support.
Customer Satisfaction Excellence
I drove CSAT score improvements from 4.70 to 4.81 through my strategic customer experience initiatives and team development programs.
Risk Management Success
I transformed complaint handling processes, leading the way to reducing regulatory complaints to nearly zero through proactive management.
Industry Recognition
I was honored with Glia's inaugural Visionary Award in 2024, recognizing my exceptional leadership in digital banking innovation.
Core Competencies
Strategic Planning
I thrive on transforming big-picture visions into actionable plans, combining analytical thinking with creative problem-solving.
Customer Experience & Support
My passion lies in crafting memorable customer journeys and building support systems that truly understand and serve customer needs.
Workflow & Process Development
I love turning complex challenges into streamlined solutions, spotting inefficiencies and creating practical improvements.
KPI Development & Analysis
Numbers tell stories that guide my decision-making. I dive deep into data to uncover insights that drive real business impact.
Product Road Map & Management
I bring products to life by balancing customer needs with business goals through a collaborative approach.
Product & System Implementation
I combine technical expertise and change management skills to ensure successful implementations.
Partnerships & Relationships
I value building genuine connections based on trust, transparency, and mutual success.
People Management & Development
My greatest joy is seeing team members grow and succeed in environments where they feel empowered.
Professional Experience: Quontic Bank
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Led the Vision
I led the initiative to establish a fully remote customer support department, guiding the hiring and training of an 8-member team while overseeing the implementation of necessary infrastructure.
2
Drove Efficiency
I spearheaded operations and customer support efficiency initiatives, where I successfully streamlined processes and reduced resolution and processing times.
3
Modernized Tools
I led the implementation of cutting-edge customer support tools, including Glia for engagement handling and HubSpot for issue tracking and resolution.
4
Improved Performance
I eliminated the need for external support vendors, while I increased CSAT scores and maintained our core team through my focus on employee experience.
Previous Roles and Achievements
Safrapay USA - Fintech Digital Banking & Acquiring Start Up (2 years)
• Established comprehensive customer support procedures from ground up for fintech startup • Successfully implemented Salesforce for Customer Support utilizing Azure Devops infrastructure
Shoes For Crews - Proprietary Slip Resistant Shoe Company (1 year)
• Led complete redesign of Fortune 100 B2B client onboarding process • Achieved 90% reduction in client complaints • Delivered significant improvements across all ZenDesk KPI metrics
IQOR - Business Process Outsourcer (13 years)
• Directed & launched enterprise-level customer service, subscription retention, and technical support programs • Led and developed large teams of up to 150 members across multiple office locations • Recognized with multiple Partner of the Year Awards for exceptional performance
Leadership Philosophy

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Proactive
Taking initiative and proposing actionable solutions before being asked

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Adaptive
Confidently mastering new challenges and technologies

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Guiding
Thriving under clear direction to lead teams past obstacles

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Servant Style
Prioritizing team growth and fostering a supportive environment
My leadership approach combines these key principles to create an environment where both teams and individuals can excel. By balancing proactive initiative with supportive guidance, I help drive sustainable success while ensuring everyone feels valued and empowered.
Work Style
Personal Approach
Ownership Mindset
I work with a sense of ownership, excelling independently with minimal oversight and making impactful decisions autonomously.
Nimble Execution
I thrive in fast-paced environments, with urgency as my strategic advantage. Given key information and deadlines, I consistently deliver results.
Communication & Collaboration
Effective Communication
I prioritize consistent face-to-face interactions in remote environments via Zoom or Teams, ensuring clear understanding and quick issue resolution.
Operational Excellence
Process Efficiency
I excel in creating and refining scalable processes, enhancing efficiency through automation and AI while enabling teams with practical tools and frameworks.
Organizational Mastery
I excel at creating and maintaining organized workflows, managing multiple responsibilities with precision and meeting deliverables consistently.
My First 90 Days
First 30
Getting Oriented
I will focus on understanding the organization's mission and culture while building initial relationships with key stakeholders. I plan to review existing processes, clarify my role, and absorb essential information through training and documentation.
  • I will learn company mission and culture
  • I will meet key stakeholders and team members
  • I will review processes and set clear objectives
Next 30
Building Momentum
I will begin evaluating current projects and identifying opportunities for improvement. My focus will be on delivering quick wins while developing a longer-term strategy aligned with organizational goals.
  • I will assess landscape and identify improvements
  • I will deliver early wins to build credibility
  • I will develop strategy and gather feedback
Final 30
Driving Impact
I will execute strategic initiatives while measuring success against established KPIs. My priority will be optimizing processes and strengthening relationships to prepare for long-term growth.
  • I will implement strategic changes
  • I will measure and track progress
  • I will set future growth objectives
Education & Skills
Education
  • Western Governors University - Bachelor of Science in Business Administration, Expected Graduation 2025
  • Business Administration Studies – Glasgow Caledonian University
  • Information Technology Studies – Indian Hills College
Technical Skills
  • CRM Systems: HubSpot, Zendesk, Salesforce
  • Productivity Tools: Excel, PowerPoint, Asana
  • Digital Platforms: ChatGPT, Gamma AI
  • Technical Systems: Azure, Alkami, Glia
  • Core Banking: FIS Horizon, Jack Henry
Soft Skills
  • Leadership: Work Ethic, Time Management
  • Interpersonal: Empathy, Teamwork
  • Analytical: Problem-solving, Critical Thinking
  • Innovation: Adaptability, Creativity
LinkedIn Testimonials
Customer Dedication
"Leilani is an outstanding VP of Customer Success, dedicated to ensuring every customer has a positive experience. She excels at tracking and reporting, and led the successful transition of call center operations in-house to improve service." - Jen H, collaborated but on different teams
Operational Efficiency
"Her expertise in configuring Salesforce CRM significantly enhanced our operational efficiency. Her passion, commitment, leadership and call center skills are truly commendable." - Santiago C was my direct manager
Strategic Partner
"I observed her effectively connecting strategic planning with practical implementation, devising strategies to ensure timely project completion and alignment with company objectives." - Mariana F collaborated but on different teams
Business Partner
"Leilani is a true professional, with an eye for detail. She is very knowledgeable in all aspects of the business, and puts that to good use for her customers and clients." - Diane C, sales professional that my team supported
Exceptional Leadership
"I have the privilege of working with Leilani at Quontic, where she not only hired me but also inspired me with her exceptional leadership. Leilani is a visionary leader who has the rare ability to 'see around the corner'—always anticipating challenges and opportunities." - Jennifer CS, initially reported to me, promoted to Manager
Case Study 1
Achievement Highlight: IVR Evolution and Optimization
I faced a significant challenge when I discovered our outdated Interactive Voice Response (IVR) system was causing customer frustration, high operational costs, and inefficient call routing. The system we had in place relied heavily on manual intervention, resulting in longer wait times and decreased customer satisfaction.
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Phase 1: Initial Assessment & Routing Optimization
I improved call routing by implementing a secondary, department-specific IVR to redirect calls from our receptionists. This change significantly reduced my team's receptionist workload and I saw immediate improvements in customer experience.
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Phase 2: CX Team Integration
I strategically restructured our routing to direct calls to my CX Team, which allowed me to reduce third party costs while improving team efficiency. Through my leadership in this phase, I achieved a notable decrease in customer complaints.
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Phase 3: System Modernization
I spearheaded the implementation of comprehensive solutions including Glia Virtual Hold, unified contact number, and optimized sales call routing. Through these changes, I eliminated our third party dependency while simplifying our customer support processes. I ensured sales team answered calls directly, which improved our response times and customer service.
Through my leadership of the IVR Evolution and Optimization project, I achieved significant improvements in operational efficiency, reduced costs, and enhanced customer experience. By directing the streamlining of call routing and implementing innovative solutions, I delivered a more efficient and customer-centric call management system.
Case Study 2
Operational Excellence: HubSpot Service Implementation & Optimization
I led a strategic implementation project that transformed our customer experience operations by effectively leveraging our existing resources.
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Successful CRM Deployment
I successfully implemented HubSpot Service without additional hiring costs, achieving immediate operational improvements through my strategic utilization of existing resources.
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Cost Optimization
I strategically leveraged our existing HubSpot licenses instead of purchasing new case management software, significantly reducing our technology expenses.
3
40% Productivity Increase
I developed and delivered comprehensive training programs that boosted team productivity, resulting in faster customer response times and enhanced service quality.
4
25% Faster Resolution
I optimized workflows and automated processes in the CRM system, leading to a significant reduction in case resolution time.
Connect with me:
Ready to elevate your customer experience strategy? I'm excited to help! Let's connect to explore how my proven track record in building high-performing teams and implementing innovative solutions can drive measurable growth for your organization. Reach out today to discuss how I can contribute to your success!
20+ Years Experience
Scrappy Resourcefulness
Servant Leadership Style