Open to opportunities

Laura Barbosa

@laurabarbosa1

Message

Operations & Service Coordinator who drives SLA-compliant IT service workflows and improves customer experience.

Colombia

Message

What I'm looking for

I’m looking for a remote operations or IT service role where I can manage service workflows, prioritize by urgency and impact, maintain SLA compliance, and use KPI tracking to improve productivity and customer experience.

I’m an Operations & Service Coordinator with 4+ years of experience in remote IT and customer support environments. I manage end-to-end service workflows—ticket intake, prioritization, assignment, and technician scheduling—to ensure timely delivery.

As the primary client contact, I focus on clear communication, expectation management, and satisfaction. I proactively track ticket progress to maintain SLA compliance, while supporting basic IT troubleshooting across Microsoft 365, connectivity, and hardware checks.

I’ve also led KPI tracking and performance improvement initiatives. In team leadership roles, I supported process improvements, served as the main point of contact for coordination, and implemented strategies to increase productivity and service quality.

I bring a strong operations mindset, using KPI management to guide decisions in fast-paced, high-volume settings.

Experience

Work history, roles, and key accomplishments

Current

Operations & Service Coordinator

Current

IT Assurance

Jan 2023 - Present (3 years 3 months)

Managed end-to-end IT service workflows, including ticket intake, prioritization, assignment, and technician scheduling. Served as primary client contact and ensured SLA compliance through proactive follow-ups while performing basic troubleshooting (Microsoft 365, connectivity, hardware checks).

Workflow Management Ticket Intake & Prioritization SLA Management Remote Support Microsoft 365 Resource Allocation Client Communication Troubleshooting

Team Lead

IGT Solutions

Aug 2022 - Dec 2022 (4 months)

Led KPI tracking and implemented strategies to improve team performance and service quality. Coordinated team initiatives and supported process improvements to drive operational outcomes.

KPI Tracking Team Coordination Performance Management Quality Improvement Process Improvement Client Communication

Team Manager

Amazon

May 2021 - Jan 2022 (8 months)

Managed teams of 20–25 agents, overseeing performance and KPI achievement. Designed and implemented strategies to improve productivity, reduce handling time, and enhance service quality.

Team Leadership KPI Tracking Performance Management Productivity Improvement Service quality Client Communication

Resolution Specialist

Amazon

Jan 2020 - Jan 2022 (2 years)

Handled escalated customer cases across phone and written channels, improving response times through process enhancements. Supported ongoing operational efficiency by refining workflows and customer resolution processes.

Customer Support Response Time Improvement KPI Tracking Operational Efficiency Ticketing Systems