LETICIA SABINA RANCEL
Oshawa,ON
Summary
Operations and Customer Support leader with 22+ years of progressive experience across customer service, operations, insurance, and higher education, including extensive experience leading teams and complex customer-facing operations. Proven success leading multi-level organizations of up to 23 team members, with 9 direct reports including a Business Unit Manager and two Team Leads. Experienced in developing leaders, driving team performance, workforce and resource planning, managing complex escalations, and translating organizational priorities into effective day-to-day operations. Data-informed and customer-focused, using service metrics, customer feedback, ticket analytics, and operational data to improve service quality and drive continuous improvement.
Overview
24
24
years of professional experience
Work History
Senior Manager, Student Services & Campus Operations
Georgian@ILAC
Toronto, Canada
10.2024 - Current
- Provide strategic and operational leadership for customer-facing services supporting a community of more than 5,700 students, ensuring consistent service delivery, operational performance, and customer experience.
- Lead a multi-level organization of up to 23 team members, with 9 direct reports including a Business Unit Manager, two Team Leads, and Student Support staff, while maintaining overall oversight of part-time student teams and programs.
- Lead and develop managers and team leaders through coaching, performance reviews, feedback, goal setting, and accountability for team outcomes.
- Oversaw multiple customer-facing programs, including Student Council, Mentors, Tutors, and Food Bank initiatives, ensuring alignment with student needs and consistent execution.
- Drive workforce planning, scheduling, resource allocation, and operational prioritization based on customer demand and organizational needs.
- Monitor customer satisfaction, ticket volumes, response times, and service performance through HappyFox reporting, customer surveys, and operational KPIs; use insights to identify trends and improve service delivery.
- Partner cross-functionally with senior leadership and teams across the organization to translate strategic priorities into operational plans and successful execution.
- Managed high-impact customer escalations and sensitive incidents, applying sound judgment and coordinating efforts across multiple stakeholders to resolve issues effectively.
- Led complex operational initiatives, including orientations and graduations for large student populations, facilitating extensive cross-functional planning and coordination for successful execution.
- Coordinated with Health & Wellness and external stakeholders, including law enforcement, during high-severity or sensitive situations.
Campus Operations Manager
Georgian@ILAC
Toronto, Canada
12.2023 - 10.2024
- Managed day-to-day campus operations serving more than 5,700 students, balancing customer experience, operational requirements, staffing, and organizational priorities.
- Coordinated staffing, scheduling, and resource allocation across multiple service areas, ensuring effective coverage and enhancing service delivery.
- Led cross-functional initiatives involving multiple departments, ensuring operational priorities were communicated clearly and executed effectively.
- Leveraged operational data, customer feedback, and service trends to pinpoint process improvement opportunities and drive efficiency.
- Managed departmental budgets and supported financial planning and resource optimization.
- Supported organizational change initiatives, fostering team engagement and ensuring service consistency and operational continuity.
Student Services Manager
Georgian@ILAC
Toronto, Canada
12.2021 - 12.2023
- Recruited, interviewed, onboarded, coached, and developed full-time employees and part-time student leaders.
- Recruited, interviewed, onboarded, and coached full-time employees and part-time student leaders to enhance team capabilities.
- Led frontline customer support operations and multiple customer-facing programs, building a collaborative, accountable, and service-focused team culture.
- Managed 150-200 support tickets weekly, monitoring response times, workload, customer satisfaction, and service quality through HappyFox to ensure effective support.
- Managed escalations for complex customer concerns, coordinating across departments to ensure timely and appropriate resolutions.
- Developed cross-functional partnerships to streamline workflows and enhance customer outcomes and operational effectiveness.
Client Service Lead
Georgian@ILAC
Toronto, Canada
04.2021 - 11.2021
- Led frontline customer service activities, serving as primary escalation point for complex customer issues to ensure swift resolution.
- Identified service gaps, implementing workflow and process improvements that enhanced operational efficiency and elevated customer experience.
- Collaborated across departments to resolve customer issues and enhance service delivery while coaching team members in operational problem-solving.
Lead Ambassador / Client Service
ILAC
Toronto, Canada
02.2018 - 10.2019
- Supervised international ambassador team to effectively serve diverse customer population of over 75 nationalities.
- Coordinated onboarding, orientation, and engagement initiatives, enhancing team development and executing large-scale events.
- Led community engagement initiatives to promote cultural exchange and diversity.
- Trained and mentored new ambassadors in customer service protocols.
- Coordinated events to enhance student experience and foster connections.
Insurance Broker
Spain
, Spain
01.2003 - 01.2015
- Developed and maintained long-term customer relationships, delivering tailored insurance and risk-management guidance.
- Coordinated customer portfolios, policy administration, complex inquiries, issue resolution, regulatory compliance, and negotiations with insurance providers.
- Developed tailored insurance solutions for diverse client needs.
- Conducted thorough risk assessments to identify coverage gaps.
- Collaborated with underwriters to secure policy approvals efficiently.
Education
Service Excellence for Business -
ILAC International College
Toronto, CanadaDiploma - Insurance & Risk Management
Superior College of Insurance (CECAS)
SpainSkills
- Leadership of Leaders
- People Leadership & Coaching
- Performance Management
- Employee Development
- Recruitment & Interviewing
- Team Engagement & Accountability
- Customer Support Operations
- Operational Excellence
- Service Delivery
- Workforce Planning & Scheduling
- Resource Allocation
- Budget Management
- Change Management
- Process Improvement
- KPI Management
- CSAT
- Escalation Management
- Data-Informed Decision Making
- Cross-Functional Collaboration
- Incident and Crisis Management
- HappyFox
- Microsoft Dynamics 365
- Microsoft Excel
Languages
- English, Full Professional Proficiency
- Spanish, Native / Bilingual
Core Competencies
- English, Full Professional Proficiency
- Spanish, Native / Bilingual
Timeline
Senior Manager, Student Services & Campus Operations
Georgian@ILAC
10.2024 - Current
Campus Operations Manager
Georgian@ILAC
12.2023 - 10.2024
Student Services Manager
Georgian@ILAC
12.2021 - 12.2023
Client Service Lead
Georgian@ILAC
04.2021 - 11.2021
Lead Ambassador / Client Service
ILAC
02.2018 - 10.2019
Insurance Broker
Spain
01.2003 - 01.2015
Service Excellence for Business -
ILAC International College
Diploma - Insurance & Risk Management
Superior College of Insurance (CECAS)