Carlos Ramirez Email & Phone Number

Chicago, IL, US

Madrid, Community Of Madrid, Spain

• Achieved a 47.3% increase in total training time and 9.1% increase in training time per active user from 2023 to 2024 by implementing new strategies for multichannel notifications, targeted communications, multimedia.
• Managed the development of several core desktop and mobile application features, including a UI redesign of the lesson booking system that processes ∼90,000 bookings per month.
• Implemented gamified push notifications across 26 languages resulting in a 40.5% increase in iOS application usage.
• Scaled the team from 4 to 8 members across Madrid and Manila to meet increased client demand and ensure project success.
• Leveraged generative AI solutions from OpenAI and Meta to enhance efficiency in team workflows and business processes.

Madrid, Community Of Madrid, Spain

• Developed systems utilizing Stripo and AWS Pinpoint to automate notifications and increase user activity on the platform.
• Launched automated emails with user-specific recommended content, yielding an 11% click-through rate to the platform.

Rosemont, Illinois, United States

• Optimized a legal consulting firm’s “quote to cash” process by providing recommendations based on focus groups and interviews.
• Performed quantitative and qualitative analyses to diagnose member experience process issues at a state-chartered credit union.
• Researched statistics on the healthcare industry to assist with the business development of the firm’s new healthcare practice.

Chicago, Illinois, United States

• Improved efficiency of the credit counseling team by defining key tasks, simplifying processes, documenting new quality assurance procedures, and restructuring work distribution resulting in a 45% increase in their.
• Coordinated the implementation of an external automated quality assurance solution by aligning vendors and stakeholders to meet business requirements, achieve on-time milestones, and enhance monitoring and reporting of.
• Conducted multiple operational tests to improve debt collections as a response to the COVID-19 pandemic including adapting new settlement strategies, doubling daily customer contacts on phone channels, and implementing.
• Built IVR system reporting to increase the visibility of customer decision making when calling the contact center.
• Assisted with the integration of the contact center’s Genesys Chat system by researching capabilities of the software, designing company-wide training documentation, and participating in pre-production testing.

Rosemont, Illinois, United States

• Directed quality monitoring programs and customer analytics operations in Australia, New Zealand, Czechia, and the UK to provide a medical devices company with actionable recommendations to improve their international.
• Led proof of concept for a services equipment provider by collecting consumer insights from call recordings, analyzing internal research information, and developing a deliverable to help the client locate customer.

Rosemont, Illinois, United States

• Constructed and assessed a strategy that identified a $0.9 billion cost-savings opportunity for a content distribution company by creating Tableau dashboards using client databases to highlight inefficiencies and.
• Identified ​$8.9 million​ annual savings for a Fortune 50 telecommunications company by analyzing call center invoice information.
• Proposed a redesign of existing processes at a government-mandated corporation to improve efficiencies for financial activities.
• Assessed a government agency’s consumer experience practices by analyzing surveys and creating customer journey maps.

Madison, Wisconsin Area

• Organized lab equipment, gathered data, and provided assistance for researchers to conduct consumer behavior experiments.
• Recruited participants and analyzed key survey metrics using the Qualtrics platform to properly sample in-person studies.

Rosemont, Illinois

• Developed an eCommerce strategy to manage inventory, expand brand visibility, and increase profits at a small retail business.
• Established consistent contact center metric definitions and calculations for two Fortune 500 cable companies to support consultants on a mergers and acquisitions project.
• Provided analysis of a non-profit organization’s finances to support Board-level decision making.
• Researched how to best create, implement, and collect RFP-related information for accounting and tax services and made recommendations to the CFO based on these insights.

Rosemont, IL

• Analyzed US economic data for 2015-2018 and presented insights to C-Suite to assist with business strategy.
• Interpreted legal documents and synthesized the information to make them easier to locate and interpret for CSO and CFO.
• Participated in new product development by evaluating competitors' offerings to gain perspective on the market.
• Collaborated with a team, including the CFO, to transition from an in-house software solution to a product by Verint Systems for storing valuable company information.
• Researched new human capital trends and ways to implement them within an S-Corporation for the Vice President of Human Capital to use for company purposes.

Master'S Degree, Market Research & Consumer Behavior

Bachelor Of Science (Bs), Economics

Bachelor Of Science - Bs, Economics, Psychology

Studying abroad in Rome, Italy.