Open to opportunities

Mauricio Ramirez

@mauricioramirez

Message

I lead high-volume customer support and operations teams, improving workflows, service quality, and case resolution.

Nicaragua

Message

What I'm looking for

I'm looking for a customer support or operations role where I can lead teams, improve workflows, monitor performance, resolve complex cases, and strengthen service quality.

I've led customer support and operations teams across Seis Financial Institution, Webhelp, Remitly, Cash App, and Oclinicals, managing high-volume cases, escalations, scheduling, and customer-facing service.

At Seis Financial Institution, I led nine customer support specialists handling complex disputes, coached performance and communication, and partnered with Operations, Risk, and Customer Support to improve the customer experience. I've also investigated risk and fraud cases, maintained detailed records, and resolved account concerns with accuracy and confidentiality.

I bring hands-on experience with KPIs, quality assurance, SOPs, workflow improvement, workforce coordination, and CRM and support tools. I'm fluent in English and Spanish and balance people, processes, and operational priorities in fast-paced environments.

Experience

Work history, roles, and key accomplishments

Scheduler

Oclinicals

Feb 2026 - Jun 2026 (4 months)

Managed high-volume patient appointment scheduling while maintaining accurate calendars and records. Assisted patients by phone, providing scheduling support and answering appointment-related inquiries with professionalism and empathy.

Patient Scheduling Calendar Management Phone Support Communication Skills Healthcare Documentation Prioritization

Fraud Analyst

Remitly

Oct 2025 - Feb 2026 (4 months)

Investigated account activity and reviewed customer information to identify potential fraud while ensuring compliance with company policies. Assisted customers with account-related concerns and documented case findings accurately while collaborating with cross-functional teams.

Fraud Investigation Compliance Customer Support Case Management Attention To Detail Cross Functional Collaboration

Disputes Team Lead

Seis Financial Institution

Mar 2024 - Feb 2026 (1 year 11 months)

Led a team of nine customer support specialists handling complex customer cases. Ensured timely resolution of customer concerns while maintaining service quality standards.

Customer Support Team Leadership Communication Skills Escalation Management Performance Monitoring Coaching