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Karla Michelle Márquez Ruiz  new_releases

About

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Mexico City, Mexico

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 34% verified
  • Cometa
    Sr Customer Support Lead verified_user Verified experience
    Cometa
    Feb 2023 - Mar 2026 (3 years 2 months)
    Led a team of 10+ support agents handling 600+ tickets/month, ensuring SLA compliance, CSAT targets, and first-response time KPIs. Built and deployed n8n automations that eliminated repetitive manual tasks, scaling team capacity without additional headcount. Created and maintained Metabase dashboards to monitor team performance KPIs and drive data-informed operational decisions. Designed and documented SOPs and onboarding programs that standardized service quality and reduced ramp-up time for new agents. Owned full-cycle hiring processes from job definition to onboarding to support team growth aligned with company scaling. Partnered cross-functionally with Product, Engineering, and Operations to resolve critical incidents and improve end-us
  • P
    Project Manager
    PCI Lab
    Aug 2022 - Jul 2024 (2 years)
    Supervised deliverables across multidisciplinary tech research teams, ensuring quality and on-time execution. Managed project budgets, accounting, and IP rights in collaboration with legal counsel. Generated weekly progress reports and coordinated cross-team communication to maintain alignment.
  • P
    Customer Support Specialist → JR Operations / QA
    Plerk
    Sep 2021 - Feb 2023 (1 year 6 months)
    Managed support tickets for employees and clients via Zendesk and Intercom, maintaining documentation for trend analysis and reporting. Categorized and onboarded vendors into the fintech platform, supporting payment operations and employee benefits workflows. Executed QA test cases, reported bugs to engineering, and conducted post-launch testing for new product features. Collaborated in designing, documenting, and maintaining operational system processes to improve team efficiency.
Education verified_user 0% verified
  • Universidad Panamericana
    Diploma in Data Science
    Universidad Panamericana
    Aug 2023 - Oct 2023 (3 months)
  • Universidad Panamericana
    Master's Degree in Engineering
    Universidad Panamericana
    Jul 2023 - Jul 2024 (1 year 1 month)
    Specialization in Operations Mgmt.
  • Universidad Panamericana
    Eng. Animation & Video Games
    Universidad Panamericana
    Jan 2018 - May 2022 (4 years 5 months)
    MIT Beautiful Patterns - Programming MentorLotus ProjectILAN Innovation Award 2023