Cecilia Ramos Email and Phone Number

As Operations Manager of the Legal Investigations support team at Vaco, I lead multifaceted initiatives to drive team growth, foster stakeholder relationships, and ensure operational excellence. Here's a glimpse into my key responsibilities:Stakeholder Relationship Management: Establish and maintain strong relationships with stakeholders through regular communication via meetings, emails, and presentations. Conduct Quarterly Business Reviews to showcase performance and address stakeholder challenges and requests, consistently delivering tailored solutions.Team Growth and Development: Drive team growth initiatives by identifying opportunities within existing parameters for expansion. Spearhead the recruitment process by interviewing potential new agents and overseeing their onboarding. Strategically decide on pay rates while maximizing the available budget to attract and retain top talent.Operational Oversight: Manage the operational needs of the team, including implementing new benefit policies, resolving administrative issues, and approving timesheets. Maintain comprehensive documentation and data dashboards (PLX) using Gsuite tools like Google Docs, Sheets, Slides, and Forms to ensure transparency and efficiency.Team Leadership and Development: Mentor team leads by conducting monthly one-on-one meetings and facilitating weekly leadership team meetings. Provide guidance in group decision-making processes and lead the HR-compliant implementation of performance improvement plans to enhance team performance and ensure compliance.Through my strategic leadership, proactive problem-solving, and commitment to continuous improvement, I drive operational success while fostering a culture of collaboration and growth within the organization.

As a Team Lead, I thrived in dynamic environments, ensuring optimal team performance and seamless operations. Here's how I contributed:Performance Monitoring and Coaching: Conducted regular one-on-one sessions to monitor team performance, identify areas for improvement, and provide targeted coaching for skill enhancement.Workflow Management: Strategically assigned workflows to agents on a weekly basis, meticulously balancing client company expectations, incoming volume, individual agent output targets, and team requirements for optimal productivity.Leadership and Communication: Orchestrated team meetings and office hours, fostering an environment where questions were welcomed, and escalations promptly addressed. Leveraged previous experience as a Trainer/QA specialist to handle training duties and maintain comprehensive workflow documentation, ensuring alignment with organizational goals.Through proactive leadership and a commitment to continuous improvement, I played a pivotal role in driving team success and delivering exceptional results.

Transitioning from a Legal Assistant role, I advanced to become a Trainer/QA Specialist, where I seamlessly merged legal expertise with training and quality assurance responsibilities. Here's how I contributed:Subject Matter Expertise and Training: As a subject matter expert on various workflows, I conducted comprehensive training sessions and provided ongoing guidance to team members. This included reviewing workflows, standard operating procedures (SOP) updates, and facilitating smooth onboarding processes, integrating my legal background into training modules. Quality Assurance Leadership: I led quality reviews to ensure compliance with SOPs and maintained service excellence. Regularly sharing constructive feedback, I played a pivotal role in enhancing team performance and fostering a culture of continuous improvement.Support for Team Leads: Collaborating closely with team leads, I provided additional support as needed, leveraging both my legal acumen and training expertise to address challenges and optimize team operations.Through my dedication to knowledge transfer, quality assurance, and collaborative teamwork, I contributed to the success of the team while advancing my career from a legal support role to a multifaceted training and quality assurance specialist.

As a Legal Assistant, I played a crucial role in efficiently managing legal requests and processes, ensuring adherence to high standards of accuracy and responsiveness. Here's a glimpse into my contributions:Legal Request Management: Analyzed, organized, and promptly responded to thousands of legal requests from Law Enforcement, maintain responses to regulatory inquiries, requests for information, and data requests, demonstrating meticulous attention to detail and a commitment to accuracy. Requests included email inquiries, phone calls, and legal processes.Process Review and Compliance: Reviewed, processed, and responded to legal processes in accordance with quotas set by the client company. I consistently met quotas while upholding the integrity of legal procedures with a basis in ECPA, GDPR, and other regulatory guidance for trust and safety.Adaptive Problem-Solving: Acted as a conduit between the client company, team leadership, and external stakeholders, assimilating feedback to enhance processes and responses. I adeptly assessed situations to determine when to escalate issues, demonstrating agility in navigating a dynamic legal environment.Through my dedication to efficiency, accuracy, and collaborative problem-solving, I contributed to the smooth functioning of legal operations, earning the trust of both internal and external stakeholders while maintaining a high quality of work.

• Created standard and specialty espresso drinks and cocktails in accordance with house recipes while keeping the needs of the customers in mind. • Fostered a community in the cafe by making all customers feel welcome and safe at all times. • Performed regular maintenance of all relevant machinery including espresso machines, soda machines, keg functions, and refrigerators. • Created and processed invoices as ordered were created and then delivered. • Handled payments on behalf of business owner to vendors by giving out checks and keeping track of the ledger.

• Utilized knowledge of coffee drink combinations to prepare highly-specific coffee drinks. • Entered drink orders into computerized cash register; handled cash and made change; processed credit cards.• Maintained safe and healthy work environment by following organization standards and sanitation regulations.

• Assisted with the Choose Juneau campaign and created/added content to the Choose Juneau website: www.ChooseJuneau.org.• Supported special projects, including compiling and interpreting data and statistics using excel for the 2017 Economic Indicators Report Booklet.• Facilitated administrative tasks such as phone calls, photocopying, and taking notes during meetings.

• Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity.• Handled customer service requests and resolved issues to total guest satisfaction.• Performed deposit paperwork, inventory, and dealt with personnel issues. • Prepared and served a variety of coffee-based drinks, along with pastries and cookies.

• Discussed the extensive menu with customers to help them reach a decision, rang them up, processed credit cards and cash transactions.• Assisted crêpe makers by pulling all ingredients out for them and putting them away as needed, making batters for crêpes, and food preparation such as chopping fruits and vegetables.• Communicated with cashier to make espresso and smoothie drink orders as quickly as possible.

• Scheduled, coordinated and confirmed court dates, appointments, and meetings• Conducted research in legal matters• Maintained calendars and schedules for 3 attorneys• Understood the basics of a number of court documents, such as summons and subpoenas • Drafted pleadings and motions filed in court • Arranged for the filing of court documents

• Educated customers by presenting and explaining the healthy drink menu; answering questions• Prepared and sold healthy drinks by following prescribed recipes and preparation techniques for drinks, such as fresh juice, greenjuice, and smoothies.• Maintained safe and clean working environment by complying with procedures, rules, and regulations