Summary
Overview
Work History
Education
Timeline
Generic

Santiago Ramos

Austin,TX

Summary

Results-driven leader with over ten years of experience in leadership, technical and customer support and workforce management. I have a proven ability to develop high-performing teams and enhance operational efficiency.

Overview

11
11
years of professional experience

Work History

Technical Support Team Manager

Favor Delivery
REMOTE
08.2021 - 10.2024
  • Managed a team of customer-focused technical specialists that utilized Zendesk, Jira, and Salesforce to provide timely and heroic resolutions via e-mail, live chat, sms and phone.
  • Ensured the effectiveness of support process improvement by working alongside team members, and developing scalable improvements to continuously enhance operational depth.
  • Owned support KPIs (CSAT, AHT, FRT, backlog, contact rate), and proactively identify and act on performance trends and improvement opportunities.

Global Support Team Manager

Whole Foods Market
Austin, USA
01.2018 - 01.2021
  • Led daily operations for a global, multi-tiered internal IT help desk, supporting personnel at both the retail and corporate levels.
  • Collaborated with cross-functional teams to identify the root causes of customer issues within support functions, and develop action plans to remediate and measure the effectiveness of processes.
  • Integrated feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of experience drivers.

Workforce Operations Manager

Trusource Labs
Austin, USA
01.2014 - 01.2018
  • Managed an omni-channel workforce management operation that maintained vigorous staffing models across various multi-site contact centers.
  • Oversaw the real-time analysis of intraday performance reporting, focusing on actionable recommendations for timely service-level action management.
  • Provided data-driven recommendations to leadership that gave them a clear understanding of the impact offline requests had on business needs.
  • Acted as an SME for workforce software and developed training programs, coupled with frequent touch-base meetings with team leads that enabled effective, business-focused collaboration between WFM and support operations.

Education

Bachelor of Arts (B.A.) - English

Texas State University
San Marcos, TX
01.2012

Timeline

Technical Support Team Manager

Favor Delivery
08.2021 - 10.2024

Global Support Team Manager

Whole Foods Market
01.2018 - 01.2021

Workforce Operations Manager

Trusource Labs
01.2014 - 01.2018

Bachelor of Arts (B.A.) - English

Texas State University

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Santiago Ramos