Israel Gerardo Ramírez Lira
Driving CX excellence and operational growth in SaaS and fintech environments.
Mexico City, MX
Full time
Hybrid
Strategic Customer Experience and Operations Leader with over 11 years of experience in SaaS, fintech, and customer-centric organizations. Demonstrated...
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My Career Journey
1/6
Funders App USA
Senior Operations Manager
Sep 2024 - Present | 1y 8m
Mexico City, MX
Built and scaled the company’s BPO operations in Mexico from inception to a multi-team structure. Developed SOPs, QA frameworks, and reporting dashboards that improved SLA compliance by 15%. Partnered...
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Broxel
Senior Manager of Operations
Jul 2023 - Sep 2024 | 1y 2m
Mexico City, MX
Directed B2B/B2C Customer Success and Operations, across billing, support, customer support and post-sales functions. Reduced dispute rates by 20% and improved SLA performance through workflow redesign....
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SpotOn USA
Customer Success Senior Manager
Aug 2021 - Mar 2023 | 1y 7m
Led hybrid teams for onboarding, tech support, retention, and billing in a SaaS ecosystem. Designed Voice of Customer and journey mapping programs that boosted retention by over 12%. Established new business...
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DoorDash USA
Operations Lead
Jan 2021 - Aug 2021 | 7m
Coached leads to exceed CX and AHT KPIs; introduced standardized process playbooks. Championed employee-centric coaching sessions that enhanced team performance.
AT&T USA
Customer Service & Collections Manager
Jan 2016 - Jan 2020 | 4y
Managed multi-site operations for customer service, retention and credit & collections. Led initiatives that improved CSAT 20% and reduced AHT by 10%, blending customer empathy with process efficiency...
Teletech
Technical Support and Customer Service Team Leader
Jan 2014 - Jan 2016 | 2y
Supervised technical support teams, managed performance metrics, escalations, and agent training programs
Education
Escuela Nacional de Antropología e Historia
Social Anthropology
Ongoing
Centro Universitario de Ciencias e Investigación
Administration
Ongoing
Certifications & Qualifications
Top Customer Support
Software Advice2022
Great Place to Work
2022
Great Place to Work
2021
Language(s) I speak
Spanish
Fluent
English
Fluent