Laura Natalia

Top Rated Plus KYC Verified AI Support

Operations | Project Coordination | Executive Support | Customer Success

Bogotá D.C., Colombia Full-Time

Marketplace protected

About

I build and improve how teams work.

Hi, I am Laura, an Operations and Customer Success professional focused on workflows, process improvement, and team enablement. The goal is simple: make systems clearer, reduce friction, and help teams operate in a way that actually scales.

My experience spans customer support, operations, and project management, evolving from handling individual cases to designing processes, improving quality, and supporting teams at a broader level. Problems get solved, but more importantly, they don’t repeat.

Curiosity and resourcefulness drive my approach (a bit of a “MacGyver” mindset). Understanding how things work makes it possible to simplify them for others: observe, structure, improve, enable.

Bilingual in Spanish and English, with experience working across distributed teams and tools like HubSpot, Salesforce, Zendesk, and Notion. Strong focus on clarity, communication, and cross-functional collaboration.

Outside of work, a mother and caregiver to a cancer survivor, an experience that shaped a mindset rooted in resilience, calm under pressure, and perspective. That same mindset carries into daily work.

My portfolio https://www.notion.so/Laura-Lopez-312bdf21305b80a6a70adc9ff5f0f701

Warm regards,

Laura

ZendeskHubSpotSlackAircallOutlookGoogle WorkspaceSalesforce

Core Experience

Industry experience

Corporate Training & Development
SaaS Platforms
Telecommunications
CRM Setup Agency
Customer Success Agencies

Business challenges

Weak support strategies
Unstructured success teams
Lack of process documentation
Pipeline inconsistencies
Insufficient support availability

Success metrics

Comprehensive reporting
Documented processes
Higher team productivity

Jobs to be done

Project Manager
Customer Success Strategy
Customer Success Teams

Software Certifications

Human Pedagogy

SENA

2026-03-01

Availability & Logistics

Availability

Full-Time

Work arrangement

Remote

English level

Native Fluency (C2)

Languages

Spanish

Roles Qualified For

Customer Success Specialist

Project Manager

Customer Onboarding Specialist

Executive Assistant

Support Specialist

Work Experience

Customer Success Specialist

https://supportyourapp.com/call-center-outsourcing/ · Sep 2023 – Apr 2026

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

https://e2etechnologysolutions.com/ · Jan 2021 – Jul 2023

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.