Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
Generic

Laura Ramirez

San Salvador

Summary

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Channel Operations Manager

Clearview (NICE)
11.2021 - 08.2025
  • Tracked goals and tasks to ensure overall channel success, managing and populating performance reports and dashboards for key metrics.
  • Developed and coached team members to drive results and foster professional growth.
  • Identified and resolved critical risks, escalating to executive management as needed.
  • Conducted regular performance reviews, creating actionable plans for improvement.
  • Supervised operations staff, ensuring compliance with company policies and procedures.
  • Onboarded new clients, guiding them through setup and ensuring a seamless experience from day one.

Partner Support Specialist

Clearview (NICE)
12.2020 - 11.2021
  • Led onboarding for new clients, ensuring smooth transitions and comprehensive understanding of tools and services.
  • Served as primary point of contact during onboarding, guiding clients step-by-step through setup and implementation.
  • Provided ongoing support and training to maximize client adoption and success.
  • Built strong client relationships by managing expectations, resolving concerns, and creating positive first impressions.

Workforce Coordinator

COMDATA
02.2020 - 12.2020
  • Directed financial activities, including project budgets, and collaborated with teams and executives on company operations and goals.
  • Forecasted staffing needs to align with contact volume and headcount requirements.
  • Facilitated communication between operations and support teams to resolve issues quickly and maintain high service standards.
  • Prepared daily, weekly, and monthly performance reports for management.

Director of Operations

Focus
04.2019 - 10.2019
  • Oversaw financial activities and project budgets, collaborating with executive teams to achieve operational goals.
  • Forecasted staffing needs and ensured alignment with business requirements.
  • Maintained seamless communication between operations and support teams.
  • Delivered timely performance reports to support strategic decision-making.

Workforce Analyst

Focus
03.2016 - 04.2019
  • Analyzed team and individual statistics, preparing reports and devising incentive programs to boost performance.
  • Supervised administrative processes and provided real-time monitoring using Avaya CMS Supervisor.
  • Generated staffing schedules and call volume forecasts for optimal resource allocation.
  • Monitored real-time performance metrics and implemented process improvements.

Supervisor

Focus
04.2014 - 04.2016
  • Analyzed team and individual statistics, preparing reports and implementing improvement programs.
  • Investigated and resolved customer issues, ensuring high service standards.
  • Trained staff to deliver exceptional customer experiences and implemented quality assurance standards.
  • Created and maintained KPI and productivity reports.
  • Supervised a team of customer service agents, providing coaching and performance evaluations.

Retention Agent

Focus
01.2013 - 04.2016
  • Assisted customers with technical troubleshooting, ensuring quick and accurate resolutions.
  • Handled retention calls, addressing concerns and offering tailored solutions to reduce cancellations and improve loyalty.
  • Guided clients through technical setups, product updates, and feature usage.
  • Documented all interactions in CRM systems for accurate records and follow-up.

Education

English Language Certificate -

Don Bosco University
12.2012

Skills

  • Customer Success Management & Retention
  • Client Onboarding & Training
  • Technical Troubleshooting & Support
  • CRM Systems (HubSpot, Salesforce)
  • Performance Tracking & KPI Reporting
  • Data Analysis & Reporting
  • Conflict Resolution & Problem-Solving
  • Team Leadership & Coaching
  • Strategic Support for Executives

Websites

Certification

  • Management & Leadership (2016)
  • Excel Microsoft (2016)
  • Business Strategy (2018)
  • Scrum Master (2024, 2025)
  • Compliance & Risk Management (2024)
  • Project Management (2024)

Languages

English (Fluent)
Spanish (Fluent)

Timeline

Channel Operations Manager

Clearview (NICE)
11.2021 - 08.2025

Partner Support Specialist

Clearview (NICE)
12.2020 - 11.2021

Workforce Coordinator

COMDATA
02.2020 - 12.2020

Director of Operations

Focus
04.2019 - 10.2019

Workforce Analyst

Focus
03.2016 - 04.2019

Supervisor

Focus
04.2014 - 04.2016

Retention Agent

Focus
01.2013 - 04.2016

English Language Certificate -

Don Bosco University

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