Laura's recent experience includes roles with two US-based SaaS companies: Otter, a Los Angeles-based solution for restaurant management, and ZenQMS, a Pennsylvania-based solution for life sciences. At Otter, she led a multicultural team while liaising with stakeholders in Mexico, Colombia, and the U.S.
Laura's career began at Nubank, a Latam fintech unicorn, where she worked as a CX Analyst. She acted as the voice of the customer for the Engineering, Product, and UX teams, contributing to usability improvements and bug fixes. She also led projects for the continuous improvement of products and processes.
She has led diverse teams of 5 to 15 people in Brazil, Colombia, and the US, including internal and BPO staff, across Customer Success, Customer Experience, Fraud, and Collections.
Her leadership accomplishments include:
○ Leading a project that resulted in a 15% reduction in Customer Acquisition Cost (CAC).
○ Teaching her team to analyze customer situations and respond with a project-oriented mindset to deliver solutions.
○ Collaborating with the marketing team on a project to create a training portal, which optimized internal resources and freed up employee time.
○ Bachelor's Degree in International Relations | Pontifícia Universidade Católica (PUC-SP)
○ MBA in Project Management and Agile Methodologies | Pontifícia Universidade Católica (PUC-RS) - Ongoing
Key Qualifications & Highlights
○ Data-Driven Process Optimization: She is an expert in using data analytics to identify bottlenecks and make strategic decisions. She created dashboards from scratch in Zendesk and Salesforce for teams to monitor their own KPIs.
○ Revenue Generation: She has a history of identifying new revenue opportunities. She developed a strategic report that generated new revenue through contract increases and oversaw an account portfolio valued at approximately $500K ARR.
○Onboarding & Churn Reduction: She led the creation of an interactive training portal that reduced churn by 5% and decreased onboarding time from 30 to 21 days.
○ Client-Facing Expertise: She acted as the "voice of the customer" for Product, Engineering, and UX teams, directly influencing the development of new products and usability improvements.
○ Situation: While leading a team of 10 Customer Success Operations analysts, Laura implemented a board in Jira to better manage escalated support tickets that were previously handled inefficiently through Slack.
○ Task: Her goal was to increase the team's productivity and improve the resolution process for escalated issues. She also aimed to standardize the way tickets were handled to ensure a better customer experience and empower her team to focus on the most critical tasks.
○ Actions: Laura created a new Jira board to establish clear priorities and SLAs for escalated tickets, which included a faster track for VIP clients. She also trained her team to analyze issues thoroughly and to request more information from customers directly when needed, preventing tickets from being left in limbo. Additionally, she built a manual for the Support team on how to properly filter and escalate tickets, which reduced the number of unnecessary tickets reaching her team.
○Results: The new system resulted in a 60% increase in team productivity and a significant gain in organization. By creating a standardized process and clear levels of priority, her team was able to focus exclusively on critical issues, leading to an improved response rate and better quality of service for the end customer. The process also reduced the workload on her team, freeing up time to focus on high-value tasks.
○ Analytical & Generalist Mindset: Laura self-describes as a “generalist” who enjoys digging into new industries and understanding how different departments—like finance and marketing—operate to better support her own team. This ability to “wear different hats” is a strong fit for a fast-paced startup environment.
○ Delivery-Oriented Leadership: She is a delivery-oriented leader who is motivated by the “project side” of her work. She enjoys taking on a customer’s problem and finding a solution that makes them happy, even if it is not the one they initially envisioned. She also emphasized the importance of aligning with a company's mission to deliver her best work.
○ Leadership Philosophy: Laura’s leadership philosophy is centered on building long-lasting relationships and creating a “safe space” for her team. She prioritizes getting to know her team members and their individual strengths and weaknesses, fostering an environment of open feedback and professional growth.
○ Proactive View on AI: She has a positive and informed perspective on the role of AI, viewing it as a tool to enhance productivity and help professionals, especially those in junior roles, rather than as a threat to their jobs. She is currently pursuing an MBA with a focus on AI in project management, which underscores her commitment to the field.
