Camila Ramos
Dublin
Summary
Experienced professional with a strong background in customer and B2B support, specialising in SaaS/CRM platforms such as Microsoft Dynamics, Trabem, and Gesden. Demonstrates expertise in process optimisation and KPI management, ensuring compliance with AML, CySec, and FSA standards. Skilled in fraud and risk assessment, leveraging tools like Ticketing, Live Agent, and MessageBird to enhance cross-functional collaboration. Proficient in Office 365 applications with a focus on driving efficiency and achieving business objectives.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work history
Business Development & Success Strategist (UK/DE+ Market)
TikTok LIVE
Dublin
2025.06 - 2025.08
- Designed and implemented standardized onboarding processes, improving creator/agency activation by 25% in UK+ and DE+ markets.
- Partnered with cross-functional teams to drive revenue growth, contributing to a 15% uplift in monthly creator earnings.
- Scaled operational workflows, reducing onboarding time by 30%.
Platform Trust & Experience Service Specialist
TikTok LIVE
Dublin
2024.06 - 2024.12
- Managed B2B creator inquiries via CRM, cutting escalation rates by 20%.
- Delivered high-quality resolutions with a sustained 95% CSAT.
- Accelerated high-risk case handling, reducing response time by 30%.
- Conducted fraud & AML risk assessments, strengthening compliance processes.
Limitations Agent
PayPal
Dublin
2023.01 - 2024.06
- Reviewed accounts for suspicious activity, fraud, and policy violations.
- Ensured AML/KYC compliance and made account limitation decisions.
- Consistently achieved KPIs: CSAT, AHT, RcR.
Help Desk Manager
ELIMS
Barcelona
2021.10 - 2022.10
- Led Helpdesk team; created KPIs/workflows improving customer journey.
- Increased lead-to-client conversion and managed complex complaints.
Customer Service & Compliance Manager
A-CENTRAL
Barcelona
2020.09 - 2021.07
- Managed 40+ agents across 4 sites.
- Defined QC procedures and liaised with regulators (CySec, FSA).
Customer Service & QC Manager
ALEF&SKY
2017.01 - 2020.01
- Earlier roles: Quality Control Agent, Account Executive.
Education
Postgraduate - Complaints & Claims Management
Euroinnova
2019.01 - 2020.01
Compliance Officer Course (200h) - undefined
Thomson Reuters
Técnico especialista en Imagen para el Diagnóstico - undefined
Escola Ramon y Cajal
2012.01 - 2014.01
Skills
- Customer & B2B Support
- SaaS/CRM
- Microsoft Dynamics
- Trabem
- Gesden
- Ticketing
- Live Agent
- MessageBird
- Process Optimization
- KPIs
- Fraud & Risk Assessment
- Compliance
- AML
- CySec
- FSA
- Cross-functional Collaboration
- Office 365
Websites
Languages
Spanish
Fluent
English
Fluent
Timeline
Business Development & Success Strategist (UK/DE+ Market)
TikTok LIVE
2025.06 - 2025.08
Platform Trust & Experience Service Specialist
TikTok LIVE
2024.06 - 2024.12
Limitations Agent
PayPal
2023.01 - 2024.06
Help Desk Manager
ELIMS
2021.10 - 2022.10
Customer Service & Compliance Manager
A-CENTRAL
2020.09 - 2021.07
Postgraduate - Complaints & Claims Management
Euroinnova
2019.01 - 2020.01
Customer Service & QC Manager
ALEF&SKY
2017.01 - 2020.01
Técnico especialista en Imagen para el Diagnóstico - undefined
Escola Ramon y Cajal
2012.01 - 2014.01
Compliance Officer Course (200h) - undefined
Thomson Reuters