Summary
Overview
Work History
Education
Skills
Languages
Work Availability
Timeline

LOURDES RUIZ

Coquitlam,BC
Opportunities Don't happen.You create them.
Chris Grosser

Summary

Detail-oriented and bilingual professional with extensive experience in technical support, digital systems, customer experience, and event coordination. Proven ability to lead global support teams, streamline onboarding processes, and deliver outstanding service across diverse regions. Strong background in marketing and communications, with expertise in social media strategy, content creation, and brand storytelling. Recognized for enhancing user experience, driving community engagement, and building high-performing teams in fast-paced environments.

Overview

12
12
years of professional experience
2
2
Languages

Work History

Tier 2 Technical Support Specialist

Henry Schein One
08.2024 - Current
  • Provide Tier 1 & 2 remote technical support for Dentrix dental software, including installations, troubleshooting, and claim processing.
  • Perform advanced system configurations and preflight readiness checks for software migrations.
  • Leverage Salesforce CRM and remote tools to manage support cases and resolve issues across varied client environments.

Founder and Executive Director

Mexican Dance Society of Vancouver
Vancouver , British Columbia
2013.03 - Current
  • Lead a nonprofit dedicated to cultural engagement through events and educational initiatives.
  • Plan and execute major cultural events, managing logistics, volunteer coordination, and community outreach.
  • Secure funding through grants, sponsorships, and partnerships; grew donor engagement by 40% over 2 years.
  • Develop and execute marketing campaigns across digital and print channels; oversee brand consistency and content production.
  • Executive producer of Viva La Danza 2022, 2023, 2024and other cultural events.
  • Performed at large musical and dance events at the Vancouver Orpheum, Vancouver Playhouse, and the Queen Elizabeth Theatre.

Incubation Lead

Hyperwallet A PayPal Service
Vancouver, British Columbia
2023.01 - 2023.05
  • 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.

Team Lead

Hyperwallet a PayPal Service
Vancouver , BC
03.2022 - 01.2023
  • 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.

Bilingual Customer Solutions Specialist

Hyperwallet a PayPal Service
Vancouver , BC
02.2018 - 04.2024
  • 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.

Education

Bachelor's Degree - Marketing

México

Skills

  • Emotional Intelligence
  • Strong Problem Solver
  • Process Optimization
  • Adaptability and Flexibility
  • Teamwork and Collaboration
  • Client Relationship Building
  • Call Center Operations
  • Entrepreneurial and Innovative
  • Marketing and Advertising
  • People and Culture
  • Stage Shows
  • Social Media Platforms
  • Theatrical Productions

Languages

Spanish
English

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Timeline

Tier 2 Technical Support Specialist - Henry Schein One
08.2024 - Current
Incubation Lead - Hyperwallet A PayPal Service
2023.01 - 2023.05
Team Lead - Hyperwallet a PayPal Service
03.2022 - 01.2023
Bilingual Customer Solutions Specialist - Hyperwallet a PayPal Service
02.2018 - 04.2024
Founder and Executive Director - Mexican Dance Society of Vancouver
2013.03 - Current
México - Bachelor's Degree, Marketing
LOURDES RUIZ