Luis Ramos

Luis Ramos is a results-driven Workforce Management Leader with extensive experience in call center operations and team leadership. Currently serving as a Workforce Management Analyst at UST HealthProof, he has built a strong reputation for surpassing key performance metrics, achieving exceptional service-level agreements, and optimizing large-scale, global operations. Fluent in both English and Spanish, Luis leverages his communication skills and data-driven approach to improve efficiency, forecasting accuracy, and team performance across diverse business units and international markets.

Throughout his career, Luis has demonstrated a unique ability to build, train, and mentor high-performing teams while fostering an inclusive and collaborative work environment. His background spans several industries, including telecommunications, healthcare, and human resources, where he has successfully managed virtual call centers with hundreds of agents and implemented innovative workforce strategies to enhance service delivery. Proficient in platforms such as Genesys, Cisco Finesse, ServiceNow, and Salesforce, Luis combines technical expertise with strong analytical insight to ensure operational excellence and continuous improvement.

Beyond his technical and leadership capabilities, Luis is deeply passionate about empowering others and strengthening communities through effective communication and teamwork. His commitment to professional development is reflected in his certifications in cultural competence, diversity, and inclusion. Dedicated, proactive, and forward-thinking, Luis continues to bring value to organizations by aligning workforce strategies with business goals, driving productivity, and delivering exceptional results in every role he undertakes.

• Bachelors Degree - Salisbury University Medical Technology

• Cultivating Cultural Competence and Inclusion