Summary
Overview
Work History
Education
Skills
Accomplishments
References
Certification
Languages
Timeline
Generic

Lourdes Ramírez Vázquez

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Overview

38
38
years of professional experience
1
1
Certification

Work History

Customer Service Manager,B2C Mobile/Fixed Manager

Liberty Communication Of Puerto Rico
San Juan, Puerto Rico
01.2014 - 05.2024
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Accomplished multiple tasks within established timeframes.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Analyzed and reported on key performance metrics to senior management.
  • Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Optimized supply chain operations through strategic vendor partnerships and efficient logistics planning.
  • Assisted in recruiting, hiring and training of team members.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Reported issues to higher management with great detail.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Managed and motivated employees to be productive and engaged in work.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
  • Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
  • Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Operational Manager

Image Marketing
San Juan
01.2000 - 12.2013
  • As General Manager, I was responsible of developing a new inbound/outbound center with over 240 positions
  • This includes from designing system forms, workspace, and schedules to recruiting the personnel
  • Management of all business processes at Image Marketing Call Center (Inbound and Outbound.) This position ensures that the day-to-day operation of the center from a telemarketing point of view runs smoothly and ensures that all data necessary for making strategic decisions are readily available and accurate to the President
  • Coordinate and manage all activities related to the proper development of new projects including IVR Script, TSR scripts, statistics, etc
  • Ensures project objectives are met
  • Provide accurate monthly sales information to the President.
  • Increased customer satisfaction with consistent quality control measures and proactive issue resolution.
  • Developed strong relationships with vendors, resulting in better pricing negotiations and improved service levels.
  • Collaborated with executive leadership to develop strategic plans aimed at achieving long-term organizational growth and success.
  • Mentored staff members on best practices, fostering a culture of continuous improvement within the organization.
  • Ensured compliance with industry regulations by developing comprehensive policies and procedures manuals for each department.
  • Coordinated efforts among various departments to effectively manage resources and meet project deadlines consistently.
  • Analyzed data trends to identify areas for process improvement, ultimately driving higher levels of performance across all departments.
  • Demonstrated expertise in conflict resolution through mediating disputes between team members or departments, facilitating a harmonious work environment.
  • Successfully managed change initiatives by effectively communicating expectations clearly among affected individuals or groups.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Reduced operational risks while organizing data to forecast performance trends.

Administrative Assistant

HD TELECOMMUNICATION CONSULTANTS, INC.
01.1989 - 01.2000
  • Establish credit and collection policies, achievement of timely collections and maintenance of customer's records, prepare monthly collection reports.- Supervised all accounting transaction.- In charge of establishing internal controls of all financial matters.- Ensure that all communications and correspondence between the consultants and customers is managed business like.- Develop proposals for potential customers.- Plans and schedules work assignments for the Consultants in accordance with the priorities and objectives established by the President.

Office Clerk

Banco Popular de Puerto Rico
01.1986 - 01.1989
  • Responsible for the credit card computer system maintenance including: additions, renewals, and cancellations.

Education

BBA - Marketing

University of Puerto Rico - Bayamón Campus
Bayamón, PR
01.1989

Associated Degree in Computer Science -

University of Puerto Rico - Bayamón Campus
Bayamón, PR
01.1986

Skills

  • Team Leadership
  • Staff Training and Development
  • Staff Management
  • Cross-Functional Teamwork
  • Work Planning and Prioritization
  • Employee Coaching and Mentoring
  • Interpersonal Relations
  • Time Management
  • Verbal and written communication
  • Complex Problem-Solving
  • Bilingual (Spanish & English)

Accomplishments

  • Development of the process to work on the audit of the supply chain inventory report vs. Salesforce, with the help of BI we will be able to reflect the orders by area.
  • Drove record-high sales that elevated the CC Fixed Sales team ranking in the team from #1 equivalent 35% of the total company sales.

References

Available upon request

Certification

  • Certified as a Registered Coordinator in accordance of COPC-2000 CSP. (Customer Operations Performance Center, Inc.)

Languages

Spanish
Native language
English
Intermediate
B1

Timeline

Customer Service Manager,B2C Mobile/Fixed Manager

Liberty Communication Of Puerto Rico
01.2014 - 05.2024

Operational Manager

Image Marketing
01.2000 - 12.2013

Administrative Assistant

HD TELECOMMUNICATION CONSULTANTS, INC.
01.1989 - 01.2000

Office Clerk

Banco Popular de Puerto Rico
01.1986 - 01.1989

BBA - Marketing

University of Puerto Rico - Bayamón Campus

Associated Degree in Computer Science -

University of Puerto Rico - Bayamón Campus

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Lourdes Ramírez Vázquez