Laura Rivel
CS Operations Manager
San Jose
Summary
Seasoned Operations Manager and talented leader with 6 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
CS Operations Manager - Costa Rica Team Manager
Mindvalley
San Jose
12.2016 - 02.2023
- General operations, scheduling and capacity requirements. Agent 1-1 support, PIPs and motivational coaching. Strategic operations, conflict resolution and payroll for a team of 20+. Remote team bonding and management.
Student Success Specialist
Mindvalley
San Jose
11.2012 - 12.2016
- Email and phone support for tech, payments and program content. Customer guidance and feedback reports. Direct reporting from all CS to Tech.
Customer Support Specialist
OASA
San Jose
07.2011 - 10.2012
- Provided primary customer support to internal and external customers. Payments and financial support. Tech troubleshooting
Seller Support / FBA Specialist and Lead
Amazon
San Jose
06.2010 - 05.2011
- Exercised leadership capabilities by successfully motivating and inspiring others. Agent support strategies, case follow up and support. 1-1 coaching and PIPs. SLAs and KPIs reporting.
Customer Support Senior Specialist and Supervisor
IDS
San Jose
12.2006 - 01.2009
- Strategic operations for a team of 5 specialists, including 1-1 meetings and coachings.
Education
High School Diploma -
Colegio Madre Del Divino Pastor
San Jose 03.1998 - 10.2002
Patient Assistant Technician -
IPCA
San Jose 04.2012 - 04.2013
No Degree - Personal Growth And Development / Coaching
Mindvalley
San Jose 05.2001 -
Skills
Team Operations
Staff Management
Strategic planning
Key Performance Indicators
Coaching and mentoring
Verbal and written communication
Negotiation
Certification
Mindvalley - Coaching
Timeline
Mindvalley - Coaching
02-2023
CS Operations Manager - Costa Rica Team Manager
Mindvalley
12.2016 - 02.2023
Student Success Specialist
Mindvalley
11.2012 - 12.2016
Patient Assistant Technician -
IPCA
04.2012 - 04.2013
Customer Support Specialist
OASA
07.2011 - 10.2012
Seller Support / FBA Specialist and Lead
Amazon
06.2010 - 05.2011
Customer Support Senior Specialist and Supervisor
IDS
12.2006 - 01.2009
No Degree - Personal Growth And Development / Coaching
Mindvalley
05.2001 -
High School Diploma -
Colegio Madre Del Divino Pastor
03.1998 - 10.2002