Operations & Customer Success | Process Design & Workflow Optimization | Team Enablement & Scaling (EN/ES)

Laura Natalia

Top Rated Plus

Process Improvement Specialist

Bogotá D.C., Colombia🇨🇴

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$2,050 – $2,940/mo

About

I design how teams operate when structure is missing. Work across Operations and Customer Success, building workflows, improving processes, and enabling teams to run independently. Focus on removing the root causes of issues, not just fixing them. Experience leading remote teams, building QA frameworks, and creating scalable systems in fast-moving, unclear environments. Tools: Zendesk, HubSpot, Salesforce, Notion, Slack Languages: English & Spanish

Industry Experience

Corporate Training & Development

SaaS Platforms

Telecommunications

CRM Setup Agency

Customer Success Agencies

Software Experience

Aircall

HubSpot

Salesforce

Outlook

Zendesk

Candidate Information

Availability

Full-Time

Work Arrangement

Remote

English Level

Native Fluency (C2)

Additional Languages Supported

Spanish

Roles Qualified For

Process Improvement Specialist

Project Manager

Customer Success Specialist

Operations Analyst

Implementation Specialist

Work Experience

Customer Success Specialist

09/2023 - 04/2026

https://supportyourapp.com/call-center-outsourcing/

Colombia

Project Operations Coordinator CSO Team Lead & Support Consultant (Contract)

Client Recommendation Letter: https://drive.google.com/file/d/1KOd2Kuc4oIDBA-sn2m6Ai1S3v12U0E1I/view

Led and mentored a fully remote team supporting North American clients, overseeing training, performance, and day-to-day operations.

Built foundational processes from the ground up, including QA frameworks, workflows, and documentation during early-stage and evolving projects.

Transformed manual, fragmented tasks into structured systems—improving efficiency and reducing repetitive issues for both creators and internal teams.

Maintained operational continuity by independently managing the NORAM project during a period of team reduction.

Acted as the link between Production, QA, and Special Projects, ensuring alignment, clarity, and smooth execution across teams.

Owned hiring, onboarding, and training, creating a consistent and supportive ramp-up experience for new team members.

Project Manager

01/2021 - 07/2023

https://e2etechnologysolutions.com/

Colombia

Fiber Sales Support Project Manager

Supported fiber sales operations by managing contracts, orders, and tracking new builds, ensuring smooth execution and a consistent client experience.

Became a key user of internal tools (Salesforce, eSign, chat platforms), translating complex workflows into clear guides and streamlined processes for the team.

Built and maintained reports to track performance and identify gaps, using insights to suggest process improvements and optimize daily operations.