Open to opportunities

Laura Henao

@laurahenao

Message

Senior operations and project manager delivering data-driven customer experience and startup scaling.

Colombia

Message

What I'm looking for

I seek a senior operations or project management role where I can scale startup accounts, improve CX via data-driven WFM, coach teams, and drive retention.

I am a senior operations and project manager with hands-on experience implementing and scaling startup accounts, ensuring SLA compliance, and improving customer experience through real-time WFM, coaching, and data analysis.

I have led and developed teams of 30+ agents across remote and on-site environments, built strong client relationships, and drove operational excellence by implementing process improvements and presenting strategic performance updates aligned with customer retention.

My background spans customer support, workforce optimization, and cross-functional collaboration; I leverage analytical skills (R, SQL - basic), CRM and contact-center tools to boost performance, reduce churn, and deliver measurable improvements.

Experience

Work history, roles, and key accomplishments

Current

Project Manager

Current

Nearsol - Southstar

Apr 2024 - Present (1 year 10 months)

Led implementation and scaling of the GNG startup account, ensuring SLA compliance and improving customer experience while optimizing agent performance through real-time WFM, coaching, and data analysis.

SLA Management Coaching Data Analysis Client Relationship Management Performance Optimization Process Improvement

Senior Operations Team Manager

Webhelp + Concentrix

Dec 2021 - Mar 2024 (2 years 3 months)

Managed implementation and growth of three startup accounts, led performance evaluations and coaching for 30+ agents, and drove operational improvements to boost customer retention and platform adoption.

Team Leadership Coaching SLA Management Onboarding Process Optimization Data Analysis Performance Management

Customer Service Representative

Webhelp + Concentrix

Nov 2019 - Jan 2022 (2 years 2 months)

Handled Tier 2 escalations and complex customer issues, reduced churn through proactive engagement and outbound outreach, and supported retention via timely resolution of technical and billing inquiries.

Escalation Management Customer Retention Troubleshooting Outbound Sales CRM Systems Conflict Resolution Reporting

Customer Service Representative

Fundación Soluciones Juveniles

Jul 2017 - Dec 2018 (1 year 5 months)

Resolved customer complaints and inquiries related to event logistics and ticketing, built rapport to improve satisfaction, and delivered personalized support to enhance service quality.

Customer Support Ticketing Problem Solving Client Communication Event Logistics CRM