Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
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Miriam Ramirez

Greater Los Angeles,California

Summary

Results- driven leader with 3+ years of proven experience in operational excellence, team scaling, and strategic leadership. Adept at implementing data-driven solutions, optimizing processes, and fostering cross-functional collaboration to deliver measurable business outcomes. Skilled in developing talent, driving team performance, and enhancing customer satisfaction while cultivating inclusive and high-performing workplace cultures.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Manager 2, Product Technical Operations for LBP & Trust

LinkedIn
03.2022 - Current
  • Scaled the Horizontal TES team by 175%, driving user growth for LBP and Trust products through role clarity, aligning team objectives, and fostering cross-functional collaboration.
  • Enhanced SLA compliance by 16%, reduced case misdirects by 24%, and exceeded response time targets by 43% through data-driven strategies, performance analysis, and process optimization.
  • Led change management initiatives, improving team efficiency by 20% through automation and optimized workload distribution.
  • Implemented workflows, project plans, and automated workflows to drive process optimization, improving team productivity, and reducing case handling times by 25%.
  • Utilized large data sets and Tableau dashboards to monitor team performance, create KPIs, and implement data-driven decisions that drove operational efficiency and increased revenue growth.
  • Developed a robust talent development program, fostering leadership growth within the team, resulting in five promotions.
  • Established strong partnerships with TSM peers, product teams, and engineering teams, aligning strategies to optimize workflows, drive innovation, and enhance team performance.
  • Provided leadership through collaboration, conflict resolution, and ensuring a positive work culture, committed to achieving team goals.
  • Remote

User Acceptance Product Evaluator 2

LinkedIn
09.2020 - 03.2022
  • Managed multiple projects using JIRA, tracking progress, meeting business requirements, and delivering product enhancements that elevated the customer experience.
  • Spearheaded process optimization efforts and worked on automation strategies to align product functionality with business needs.
  • Collaborated with cross-functional teams to drive innovation, creating solutions that improved product features and user satisfaction.
  • Utilized strong analytical skills to evaluate product performance, identify areas for improvement, and enhance user experience.

User Acceptance Product Evaluator

LinkedIn
12.2018 - 09.2020
  • Evaluated and improved product features, collaborating with product teams to ensure seamless functionality, and enhanced product performance.
  • Drafted comprehensive testing reports, offering actionable feedback, and recommendations for product enhancement.
  • Collaborated with stakeholders to develop appropriate strategies for implementing improvements.
  • Prepared detailed evaluation reports summarizing findings, conclusions, and recommendations.

Learning Support Specialist 2

Lynda.com LinkedIn
08.2015 - 12.2018
  • Led multi-channel customer support, resolving issues with emotional intelligence, and focusing on user satisfaction.
  • Conducted training sessions, streamlined processes, and demonstrated strong communication and collaboration skills.
  • Handled customer conflicts with professionalism and empathy, ensuring customer satisfaction, and long-term loyalty.

Supervisor

Alert Communications
08.2013 - 07.2015
  • Managed a team of 90 employees, ensuring high productivity, conflict resolution, and that quality standards were met.
  • Prioritized tasks, tracked progress, and utilized analytical skills to optimize team output, and ensure smooth operations.
  • Monitored employee productivity to provide constructive feedback and coaching.

Call Center Representative

Alert Communications
04.2011 - 08.2013
  • Provided exceptional customer service, resolved inquiries with attention to detail, and mentored new agents on protocols to improve service quality
  • Mentored new agents on call center protocols, ensuring adherence to best practices, and improving service quality.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.

Education

Bachelor of Science - Business Administration Marketing

California Lutheran University
05-2015

Skills

  • Leadership Development and Team Scaling
  • Operational Efficiency and Process Optimization
  • Data-Driven Decision Making
  • Strategic Planning and Execution
  • Cross-functional collaboration
  • Customer-Centric Leadership
  • Machine learning
  • Work independently
  • Change Management and Organizational Growth

Certification

  • Achieve Academy, Completed Achieve Academy, focused on driving impactful results through performance coaching and team accountability. Built skills in fostering collaboration, creating a trust-based environment for learning and productivity, and simplifying workflows with a One LinkedIn mindset. Developed key abilities in systems thinking, problem-solving, and empowering teams to achieve quality business outcomes.
  • Grow Academy, Completed Grow Academy, with a focus on strategic personal and professional development for scalable impact and innovation. Enhanced skills in career planning, team empowerment, and providing clear, constructive feedback. Gained expertise in fostering equitable growth opportunities and onboarding practices to support team member development and drive transformational results.
  • Inspire Academy, Completed Inspire Leadership Academy, focused on cultivating an inclusive and empowering workplace culture. Gained practical skills in fostering psychological safety, inclusive leadership, strategic decision-making, and team vision setting, particularly within a hybrid work environment. Developed approaches to lead with trust, care, and effective communication, enhancing team cohesion and individual growth.
  • LEAD Cohort 8, Completed LinkedIn’s distinguished LEAD program, designed to support Black and Latino leaders. Over the course of a year, I developed advanced skills in leadership, cultural awareness, and community-building through career development workshops, executive coaching, and a six-month sponsorship program, enhancing my ability to drive impact and foster inclusivity.

Languages

  • English, fluent
  • Spanish, fluent

Timeline

Manager 2, Product Technical Operations for LBP & Trust

LinkedIn
03.2022 - Current

User Acceptance Product Evaluator 2

LinkedIn
09.2020 - 03.2022

User Acceptance Product Evaluator

LinkedIn
12.2018 - 09.2020

Learning Support Specialist 2

Lynda.com LinkedIn
08.2015 - 12.2018

Supervisor

Alert Communications
08.2013 - 07.2015

Call Center Representative

Alert Communications
04.2011 - 08.2013

Bachelor of Science - Business Administration Marketing

California Lutheran University
Miriam Ramirez