Open to opportunities

Riamnerys Urbaez

@riamnerysurbaez

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Customer Experience & Operations Team Lead with 14 years improving workflows, quality, and people performance.

Dominican Republic

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What I'm looking for

I’m looking for a role where I can lead customer operations end-to-end—strengthening SLA and QA performance, coaching teams, and driving process improvement. I want a people-focused environment that values scalable, high-quality support and continuous learning.

I’m a Customer Experience and Operations leader with 14 years of experience across BPO, customer operations, interpretation services, and team leadership in international environments. I focus on operational excellence—leading multi-channel support teams with SLA compliance, strong client alignment, and measurable KPI/QA performance.

At Horatio, I designed onboarding and training programs, built operational playbooks/SOPs/FAQs to scale knowledge management, and created communication templates that improved response quality and reduced handling times. I coach performance through targeted feedback, partner cross-functionally to optimize workflows, and build a people-focused culture centered on accountability, development, and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Team Lead

Current

Horatio

Apr 2021 - Present (5 years 2 months)

Led customer operations in a high-volume, multi-channel support environment, ensuring service quality, SLA compliance, and operational efficiency. Designed onboarding/training and built SOPs/playbooks while coaching teams based on KPIs and QA performance.

SLA Management KPIs Quality Assurance Coaching Process documentation And Operational Playbooks

Customer Service Associate

OutPlex

Oct 2018 - Apr 2021 (2 years 6 months)

Provided multi-channel customer support via phone, email, and live chat in high-volume environments. Consistently exceeded resolution time, quality, and customer satisfaction targets while de-escalating complex concerns.

Customer Service De escalation Customer Satisfaction Escalations Live Chat Support Email Support Phone Support

Project Administrator

OutPlex

Oct 2018 - Apr 2021 (2 years 6 months)

Coordinated operations, customer service, and stakeholders to resolve issues and keep workstreams running smoothly. Streamlined workflows to improve response times by 15% and managed high-volume client communications, escalations, and billing/order-related requests.

Operations Coordination Stakeholder Management Workflow Management Customer Communications Escalation Handling Order Management Process Improvement Service Delivery Customer Experience Onboarding & Support

Spanish Interpreter

Language Link

Jun 2015 - Jan 2018 (2 years 7 months)

Interpreted for legal, medical, and emergency contexts, maintaining accuracy and professionalism in high-pressure situations. Delivered clear, confidential communication to support time-sensitive service delivery.

Interpretation Multilingual Communication Accuracy Under Pressure Confidentiality Legal Interpretation Medical Interpretation Cultural Sensitivity Client Communication

Quality Analyst

Laurus International

Jul 2013 - Feb 2014 (7 months)

Monitored and evaluated agent calls, delivering targeted coaching to improve performance. Recommended process improvements to increase team efficiency and supported customer billing inquiry resolution.

Quality Assurance Performance Improvement Process Improvement Documentation Team Efficiency Optimization

Spanish Interpreter

LanguageLine Solutions

Jun 2012 - Apr 2013 (10 months)

Provided real-time, confidential interpretation for social services and medical calls. Ensured accurate, culturally sensitive communication to support client understanding and service continuity.

Real Time Interpretation Confidential Interpreting Medical Interpretation Social Services Support Cultural Sensitivity Multilingual Communication Accuracy Professional communication

Customer Service Agent

Stream Global Services

Nov 2011 - Jun 2012 (7 months)

Provided customer assistance and basic technical support for a major cable provider, resolving issues within established timelines. Maintained accurate communication and supported timely resolution for customer inquiries.

Customer Support Technical Support Timeliness SLAs Customer Communications Troubleshooting Service Delivery Accuracy