elisa ramos

I’m a Customer Experience Manager with a proven track record of over 5 years, supporting and leading teams of 100+ staff members in engaged work environments. I’ve managed hiring, training, integration, and day-to-day operations, while using information analysis to improve productivity, performance, and hiring profiles.

Across my roles, I’ve led customer experience execution through strong operational oversight—owning Call Center KPIs (Quality, Staffing, Service Level), analyzing data for trends in call patterns and turnover, and implementing continuous improvement plans to enhance service quality and/or reduce operating expenses. I also manage employee engagement and, as part of Employee Service Center Lead responsibilities, I support HR and administrative operations including payroll, benefits, leave administration, onboarding/offboarding, policy & compliance, and escalation support.