TEOFILO RAMIREZ
Long Island City,NY
Summary
NCARB insider uniquely positioned to help the Council deepen its international partnerships — without the onboarding curve. With six years of progressive growth from Specialist to Manager, a firsthand role in the MRA-UK workflow, and a track record of cutting international response times from 60+ to 10–20 business days, I bring the institutional knowledge, relationship-building instincts, and program expertise this role demands.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Manager, Operations & Service | Customer Relations
National Council of Architectural Registration Boards (NCARB)
Washington, DC
10.2021 - Current
- Served as a point of contact for my department regarding the MRA-UK, collaborating with the Architectural Registration Board (ARB) and submitting program data on the number of Architects made eligible, program revenue, and reporting directly to the C-Suite and Vice Presidents.
- Led the International Architect Pathway process improvement initiative, directing a specialist team that reduced customer response times from 60+ business days to 10–20 business days, thereby accelerating eligibility determinations for international architect candidates.
- Manage a team of 5–7 direct reports, overseeing performance, professional development, daily scrums, and workflow prioritization across high-volume, program-intensive workstreams.
- Oversee key operational workflows for ARE eligibility processing, IPAL program support, and all NCARB certification pathways, including the International Architect Path.
- Lead cross-functional projects to streamline frontline workflows, develop and refine SOPs, and report program metrics to department leadership to inform strategic decisions.
- Serve as a liaison between the Customer Relations and Education and Experience Departments on the International Architect Path, fostering collaboration across the two departments.
- Collaborate with AVPs and cross-departmental teams on project timelines, new service initiatives, user-testing design, and knowledge management.
Customer Relations Specialist
National Council of Architectural Registration Boards (NCARB)
Washington, DC
12.2019 - 10.2021
- Delivered expert customer service to NCARB record holders via phone and written correspondence across programs including Education Standard, AXP, ARE, NCARB Certification, and Continuing Education.
- Supported the ARE Support Team by investigating and resolving escalated issues for testing candidates related to the Architect Registration Examination.
- Reviewed and processed licensure documents, evaluating record-holder qualifications against state registration board requirements.
Manager
Lumber Liquidators, Inc.
Brooklyn, NY
05.2017 - 09.2019
- Analyzed quarterly sales data and prepared executive presentations for the Regional Manager and the Vice President of Sales using Excel and Microsoft Office.
- Led daily team meetings and facilitated weekly training sessions to enhance product knowledge and team performance.
- Managed delivery, payroll, and staffing schedules, and conducted annual performance evaluations for direct reports.
Education
Bachelor of Arts - Political Science, Minor in History
Purchase College, State University of New York
Purchase, NY05-2017
Bachelor of Arts - History
St. John’s University
Jamaica, NY01-2011
Skills
- Stakeholder Engagement & Coalition Building
- External Partnership Management
- Project & Event Management
- SOP Development & Process Improvement
- Executive Briefing & Reporting
- Team Leadership & People Management
- Cross-Functional Collaboration
- Cultural Competency
- Technology: Microsoft Office Suite
- Adobe Acrobat
- Zendesk CRM
Certification
- Certified Scrum Master (CSM)
- PMI Project Management (Expected: July 2026)
- NYU Leadership Management
Timeline
Manager, Operations & Service | Customer Relations
National Council of Architectural Registration Boards (NCARB)
10.2021 - Current
Customer Relations Specialist
National Council of Architectural Registration Boards (NCARB)
12.2019 - 10.2021
Manager
Lumber Liquidators, Inc.
05.2017 - 09.2019
Bachelor of Arts - Political Science, Minor in History
Purchase College, State University of New York
Bachelor of Arts - History
St. John’s University