Operations & Customer Success | Process Design & Workflow Optimization | Team Enablement & Scaling (EN/ES)
Laura Natalia
Process Improvement Specialist
$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
Candidate Information
Availability
Full-Time
Work Arrangement
Remote
English Level
Native Fluency (C2)
Additional Languages Supported
Spanish
Roles Qualified For
Work Experience
Customer Success Specialist
09/2023 - 04/2026https://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 - 07/2023https://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.
Licenses, Certifications & Awards
Human Pedagogy
SENA
03/2026
Videos
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