Microsoft
Laura Ramirez
Customer Success Manager
San Salvador
Summary
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Channel Operations Manager
ClearView
San Salvador, San Salvador
12.2020 - Current
- Tracked goals and tasks to guarantee the overall success of the channel
- Managed and populated performance reports and dashboards for key metrics
- Developed and coached team members to ensure they were empowered to drive results
- Maintained close collaboration with Product Managers to meet business goals
- Identified and resolved critical risks, escalating to executive management when appropriate
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Workforce Coordinator
Comdata España & Latam
02.2020 - 12.2020
- Directed financial activities, including project budgets
- Collaborated with teams and executives on company operations and goals
- Forecasted staffing needs, ensuring alignment with contact volume and headcount requirements
- Developed mitigation strategies to meet Enterprise Service Levels effectively
Director
Focus El Salvador
San Salvador, San Salvador
04.2019 - 10.2019
- Maintained updated knowledge of company products and services across all staff levels
- Resolved complaints and improved processes to prevent future issues
- Drove efforts to achieve sales/retention targets and formulated plans for growth
- Communicated progress of initiatives to stakeholders and forecasted key account metrics
Workforce Analyst
Focus El Salvador
San Salvador, San Salvador
03.2016 - 04.2019
- Analyzed team and individual statistics, preparing reports and devising incentive programs
- Supervised administrative processes and provided real-time monitoring through tools like Avaya CMS Supervisor
- Generated staffing schedules and call volume forecasts, ensuring efficient resource allocation
Customer Service Supervisor
Focus El Salvador
San Salvador, San Salvador
04.2014 - 04.2016
- Analyzed team and individual statistics, preparing reports and implementing improvement programs
- Investigated and solved customer issues, ensuring a high standard of service
- Trained staff to consistently deliver exceptional customer experiences
Education
Graduate Certificate - English Language
Don Bosco University
05.2001 -
Skills
- Strategic Analysis
- Data analysis
- Business development
- Planning and implementation
- Empathetic Communication
- Operational Efficiency Management
- Strategic Solution Development
- Continuous Process Enhancement
Accomplishments
- Implemented a reporting system that reduced errors by 20%.
- Increased customer retention by 15% through personalized strategies.
- Led teams that exceeded KPIs by an average of 30% annually.
- Professional Development Studies: Management & Leadership, 2016
- Professional Development Studies: Business Strategy, 2018
- Professional Development Studies: Scrum Master, 2024, [Year]
- Professional Development Studies: Compliance & Risk Management, 2024
- Professional Development Studies: Project Management, 2024
- Professional Development Studies: Excel Microsoft, 2016
- Professional Development Studies: Power BI, 2024
Software
Google Sheets
Power BI
Timeline
Channel Operations Manager
ClearView
12.2020 - Current
Workforce Coordinator
Comdata España & Latam
02.2020 - 12.2020
Director
Focus El Salvador
04.2019 - 10.2019
Workforce Analyst
Focus El Salvador
03.2016 - 04.2019
Customer Service Supervisor
Focus El Salvador
04.2014 - 04.2016
Graduate Certificate - English Language
Don Bosco University
05.2001 -
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