LAURA RODRIGUEZ
CUSTOMER EXPERIECE AND PROCESS BUSINESS IMPROVEMENT MANAGER
Centreville,VA
Summary
Experienced customer satisfaction and continous improvement professional with a proven track record in managing and delivering exceptional results. Skilled in tailoring approaches to meet specific needs and goals, as well as integrating innovative ideas. Adept at leading programs, teams, and projects, while providing guidance and support to staff members. With 12 years of experience in the BPO-contact center field, detail-oriented Quality Assurance Manager with expertise in developing and implementing improved methods for problem identification. Proficient in utilizing tools for customer satisfaction, main KPIs, and ensuring high-quality standards are met. Thriving in fast-paced environments, with a strong ability to solve problems decisively and defuse high-pressure situations. Leveraging superb analytical skills, proactively enhancing customer service processes and consistently receiving outstanding feedback from customers.
Overview
12
12
years of professional experience
5
5
Certifications
3
3
Languages
Work History
Business Consultant
Sarah's Handmade Ice Cream
12.2024 - Current
- Enhanced team productivity by providing guidance on effective time management and prioritization techniques.
- Evaluated existing business models, identifying areas of improvement to increase revenue generation potential.
- Developed complete business plans and operational strategies for new and existing business.
- Increased client satisfaction by implementing tailored solutions for their unique business needs.
- Led process improvement initiatives that resulted in streamlined workflows and increased overall efficiency within the organization.
- Performed as consultant for startup business in areas of customer service, logistics, hiring and training.
- Led restructuring of organization internal processes, resulting in improved performance.
- Analyzed financial data to identify cost-saving opportunities for clients.
- Advised on best practices for human resources management, improving staff morale and productivity.
- Improved client satisfaction with tailored consulting services.
- Collected, arranged, and input information into database system.
- Gathered, organized and input information into digital database.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Conducted regular reviews of operations and identified areas for improvement.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Business Analyst
Turing
09.2024 - 12.2024
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Modeled predictions with feature selection algorithms.
- Paid attention to detail while completing assignments.
- Learned and adapted quickly to new technology and software applications.
- Identified business challenges & opportunities for product/service improvements and solved them using analysis to make strategic or tactical recommendations.
- Communicated the state of business, experiment results, etc., to product teams, and spread best practices to analytics and product teams.
- Experienced in data cleaning & wrangling, quantitative analysis, data mining, and the presentation of data to see beyond the numbers.
Process Business Excellence Manager
Teleperformance Colombia
11.2021 - 05.2024
- Developed a business process management system that tracked and monitored process performance for agents, leading to a 40% increase in process compliance
- Developed and implemented process control strategies to reduce process variability and improve process stability
- Established and monitored performance metrics to ensure assigned areas met or exceeded operational goals
- Developed and implemented staff training programs to ensure team members had the skills and knowledge needed to perform their roles
- Leveraged data analytics to identify areas of improvement and develop actionable plans to address those needs
- Established and maintained strong relationships with key stakeholders in assigned areas, resulting in increased collaboration and productivity
- Developed policies and procedures to improve efficiency and reduce costs for Citibank LatAm
- Conducted customer surveys and focus groups to identify customer needs and preferences, resulting in improved customer satisfaction
- Researched customer feedback to improve customer service standards, resulting in a >25% increase in customer satisfaction and resolution ratings for accounts like Citibank LatAm, The Amynta Group, Visa, Concora Credit.
- Analyzed customer feedback and trends to create action plans that improved customer service standards
- Established performance standards and monitored team performance against those standards
- Established clear roles and responsibilities for each team member, allowing for better accountability and collaboration
- Facilitated team meetings and workshops to identify and resolve areas of improvement through Lean Six Sigma, resulting in a 25% reduction in errors
- Leveraged industry benchmarks to set targets for internal performance metrics.
- Served as project lead for multiple high-impact initiatives, consistently delivering results within scope, schedule, and budget constraints.
- Analyzed data trends from various sources to identify opportunities for cost reduction or revenue generation.
- Coordinated with other departments to ensure smooth project execution and timely delivery
- Established and maintained relationships with external vendors and contractors to ensure successful project completion
Continuous Improvement Manager
Teleperformance Colombia
08.2019 - 11.2021
- Developed and implemented a comprehensive post-production evaluation process to ensure continuous improvement
- Evaluated team members' performance and provided constructive feedback to ensure continuous improvement
- Facilitated retrospectives to identify areas of improvement and ensure continuous improvement
- Monitored and reported on customer service metrics and trends, uncovering key insights to drive continuous improvement
- Implemented lean production methods to reduce waste by 35%.
- Improved compliance processes to meet company goals for earnings, quality and legal compliance for accounts like The Amynta Group and CINCH.
- Changed existing quality evaluation processes and implemented new processes to improve efficiency by 15%.
Customer Experience Manager
Teleperformance Colombia
10.2015 - 08.2019
- Developed customer service standards to ensure a consistent customer experience across all channels for Uber and UberEats
- Collaborated with cross-functional teams to develop customer-centric solutions to customer problems
- Conducted customer surveys to identify customer needs and preferences, resulting in improved customer experience
- Coordinated with other departments to ensure smooth project execution and timely delivery
- Established and maintained relationships with external vendors and contractors to ensure successful project completion
- Established a customer feedback system that identified service gaps and improved product quality
- Monitored customer feedback channels to identify customer needs and improve service offerings
- Developed customer segmentation models that identified key customer segments and tailored marketing campaigns to their needs
- Trained customer service representatives on best practices for handling customer inquiries
- Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
- Established cross-functional teams for improved communication between departments and better customer experiences.
- Developed new employees and on-going performance assessment of current employees.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
Customer Experience Quality Assurance Specialist
Teleperformance Colombia
04.2013 - 10.2015
- Ensured quality assurance processes were followed to ensure maximum product quality
Education
BBA - Business Administration And Management
Politécnico Grancolombiano
Bogotá, Colombia 05.2021 - Current
Bachelor of Science - Industrial Engineering
Universidad Distrital Francisco Jose De Caldas
Bogotá, Colombia 05.2010 - 04.2012
Associate of Arts - Gastronomy
Servicio Nacional De Aprendizaje SENA
Bogotá, Colombia 05.2001 -
Skills
Business analysis
Accomplishments
- Created, implemented and launched the QA program along with Uber for the transportation LOB in 2015, with the ramp up from 300 to 3000 FTEs.
- Achieved customer survey automatization by introducing App Scripts for UberEats LOB.
- Used Google Sheets to develop customer satisfaction tracking spreadsheets for Sarah's Handmade Ice Cream.
- Resolved product issue through consumer testing for Sarah's Handmade Ice Cream.
- Supervised team of +50 staff members for different geos (NorthAm, LatAm and EMEA), including 40+ LOB's and in three different languages (Spanish, English and Portuguese) for Uber from 2015 to 2019 as a Quality Manager in Teleperformance.
- Collaborated with team of 12 in the development of Citibank program in quality, training and operations implementation for Citibank LatAm in Teleperformance Colombia.
- Achieved a new Operations launching in Medellín, Colombia with 300 agents with an sustainably ethic program showing accurate and sustainable results
- Achieved Quality program launching for Capital One through effectively helping for the Digital LOB.
- Launch the Netflix Account and the QA program for LatAm and BR in 2020 with 200 FTEs.
Certification
COPC SixSigma Yellow Belt
Timeline
Scrum Fundamental Certified
07-2025
Food & Beverage Management
04-2025
Business Consultant
Sarah's Handmade Ice Cream
12.2024 - Current
Business Analyst
Turing
09.2024 - 12.2024
Google Data Analytics
09-2023
Introduction to Data Studio
08-2022
Process Business Excellence Manager
Teleperformance Colombia
11.2021 - 05.2024
BBA - Business Administration And Management
Politécnico Grancolombiano
05.2021 - Current
COPC SixSigma Yellow Belt
03-2021
Continuous Improvement Manager
Teleperformance Colombia
08.2019 - 11.2021
Customer Experience Manager
Teleperformance Colombia
10.2015 - 08.2019
Customer Experience Quality Assurance Specialist
Teleperformance Colombia
04.2013 - 10.2015
Bachelor of Science - Industrial Engineering
Universidad Distrital Francisco Jose De Caldas
05.2010 - 04.2012
Associate of Arts - Gastronomy
Servicio Nacional De Aprendizaje SENA
05.2001 -
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