Raquel Ruiz Marín # Operations Manager Location Costa RicaDesired Salary UnspecifiedWork preference Full TimeLinks Status Actively looking Field / Industry Customer Success * SharePreferences:Relocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet Languages: English - Spanish - Report [Overview](#overview) * [Portfolio](#portfolio) ## About Me I am an experienced and results-driven Operations Manager with over 6 years of progressive leadership experience in high-volume, client-focused environments. I have a proven ability to manage budgets, optimize team performance, and drive revenue growth. My strong background includes workforce planning, coaching, and client relationship management. I am bilingual in English and Spanish and have complementary training in healthcare. Throughout my career, I have led overall operations for major clients, managing cross-functional teams to consistently exceed KPIs, service standards, and client expectations. I oversee budgeting, financial performance, and gross margin optimization to ensure alignment with strategic business goals. I partner with internal stakeholders and client executives to drive operational excellence and revenue growth. I analyze workforce data to improve occupancy, reduce costs, and increase profitability. I have spearheaded cross-departmental initiatives that improved process efficiency and reduced turnaround times by 15%. Additionally, I developed and implemented strategic action plans that contributed to a 10% increase in client satisfaction scores year-over-year. Previously, I supervised Team Managers and Coaches overseeing frontline agents, ensuring consistent delivery of high-quality service. I led performance reviews and coaching strategies to develop leadership capabilities within the team. I coordinated closely with Workforce Management and HR to manage staffing plans, occupancy rates, and headcount goals, and presented performance data and improvement strategies in regular client business reviews. I also managed onboarding and continuous training programs across multiple teams, improving employee readiness and time-to-performance through structured curriculum development. I conducted training needs analysis to align learning with business goals and collaborated with department heads to tailor training sessions addressing operational challenges and compliance needs. I led internal trainer development sessions, fostering a coaching culture and consistency in facilitation methods, and measured training effectiveness using KPIs, feedback, and follow-up evaluations to refine content and delivery. Earlier in my career, I delivered fraud prevention and compliance training to new and tenured staff, partnering with QA and Operations to identify performance gaps and deploy targeted training interventions. I handled complex fraud-related customer issues with high accuracy and professionalism, consistently exceeding performance metrics in resolution time and customer satisfaction. ## Skills ### [Customer Service](https://jobicy.com/talent/customer-service.md)[Data Analysis](https://jobicy.com/talent/data-analysis.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md)[Budget Management](https://jobicy.com/talent/budget-management.md)[Team Management](https://jobicy.com/talent/team-management.md)[Forecasting](https://jobicy.com/talent/forecasting.md)[Onboarding](https://jobicy.com/talent/onboarding.md)[Microsoft Word](https://jobicy.com/talent/microsoft-word.md)[Microsoft PowerPoint](https://jobicy.com/talent/microsoft-powerpoint.md)[Operations Management](https://jobicy.com/talent/operations-management.md)[Curriculum Development](https://jobicy.com/talent/curriculum-development.md) ## Experience Operations Manager @ Foundever March 2023 - Present Lead overall operations for a major client, managing cross-functional teams to ensure KPIs, service standards, and client expectations are consistently exceeded. Oversee budgeting, financial performance, and gross margin optimization, ensuring alignment with strategic business goals. Partner with internal stakeholders and client executives to drive operational excellence and revenue growth. Analyze workforce data to improve occupancy, reduce costs, and increase profitability. Spearheaded cross-departmental initiatives that improved process efficiency and reduced turnaround times by 15%. Developed and implemented strategic action plans that contributed to a 10% increase in client satisfaction scores year-over-year. Operations Manager – Track Trainee Program (TT) @ Foundever October 2021 - March 2023 Supervised Team Managers and Coaches overseeing frontline agents, ensuring consistent delivery of high-quality service. Led performance reviews and coaching strategies to develop leadership capabilities within the team. Coordinated closely with WFM and HR to manage staffing plans, occupancy rates, and headcount goals. Presented performance data and improvement strategies in regular client business reviews. Training Supervisor, Learning & Development @ Foundever July 2020 - October 2021 Managed onboarding and continuous training programs across multiple teams. Improved employee readiness and time-to-performance through structured curriculum development. Conducted training needs analysis to align learning with business goals. Collaborated with department heads to tailor training sessions that addressed operational challenges and compliance needs. Led internal trainer development sessions, fostering a coaching culture and consistency in facilitation methods. Measured training effectiveness using KPIs, feedback, and follow-up evaluations to refine content and delivery. Fraud Trainer @ Foundever June 2018 - July 2020 Delivered fraud prevention and compliance training to new and tenured staff. Partnered with QA and Operations to identify performance gaps and deploy targeted training interventions. Fraud Customer Service III @ Foundever June 2017 - June 2018 Handled complex fraud-related customer issues with high accuracy and professionalism. Consistently exceeded performance metrics in resolution time and customer satisfaction. ## Education Universidad Hispanoamericana 2021 Bachelor of Nursing Universidad Hispanoamericana 2019 Associate Degree in Nursing EUDE 2025 - 2026 MBA Portfolio not available.