LOURDES RUIZ

• Manage the daily operations and delegate tasks as required among key members
• Coordinate dance practices, dress rehearsals, and performances
• Manage meetings and calls with customers to negotiate contracts
• Building and maintaining professional relationships in the arts industry
• Assist with coordinating performance events including stage direction
• Executive producer of Viva La Danza 2023 and other cultural events
• Performed at large musical and dance events at the Vancouver Orpheum, Vancouver Playhouse, and the Queen Elizabeth Theatre.

• First point of contact for bilingual support in Spanish and English for global payout technology inquiries.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Triage and collaboration with teams to follow up and resolve escalations and complicated issues.
• Collaborated with the training team as mentor for local and international teams during the onboarding process.
• Volunteer member of the social culture committee responsible for assisting with the planning and coordination of social events for teams.
• Completed the Mujeres de Hace Paypal 2021 course which discusses women in leadership roles in Customer Service industry.

• Participate in performance planning and goal setting for team members.
• Increased agent productivity through regular coaching, feedback sessions, and performance evaluations.
• Performed statistical analyses to gather data for operational and forecast team needs.
• All support was provided remotely. The team in Mexico was a success and continues to grow.
  

Product training:

• Served as a subject matter expert during interdepartmental meetings, contributing
  valuable insights into existing product offerings and potential future developments.
• Collaborated with cross-functional teams to develop targeted product training that addressed specific needs and challenges.
• Provided expert guidance on best practices, troubleshooting techniques, and other essential areas of focus during one-on-one coaching sessions with struggling team members.

• Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
• Enhanced overall team performance and customer satisfaction by providing regular coaching, feedback, and skill development opportunities.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Handled escalated customer and client complaints professionally while maintaining composure under pressure situations.
• Evaluated employee progress through QA evaluations.