Today we’d like to introduce you to Natalie Ruiz.
Hi Natalie, thanks for joining us today. We’d love for you to start by introducing yourself.
My story is a little unconventional. I joined AnywhereWorks, the parent company of AnswerConnect and other great brands, in 2006 for what I thought would be a temporary sales and call center role. I was coming off a period of burnout and wasn’t necessarily looking for a lifelong career. At the time, the company was a small, entrepreneurial business with big ambitions, and I had no idea that I would eventually become its CEO.
I loved the work, the people, and the chance to make a difference. I was curious, willing to learn, and never afraid to roll up my sleeves. I worked my way through different roles, learning the business from the ground up and taking on new challenges as they came along. I was promoted to CEO in 2015, and I’ve been fortunate to continue growing alongside the company ever since.
That journey inspires me to look for opportunities everywhere, including in places or circumstances where others might not immediately see them. It has also shaped my belief that leadership isn’t just about achieving results. It’s about helping people recognize their potential, creating opportunities for others, and building something that can have a meaningful impact.
Today, as CEO of AnywhereWorks, I lead a company built around the belief that work should empower people, not limit them by geography. We’ve grown significantly since those early days, but our commitment to people, flexibility, and human connection remains at the heart of what we do.
More than 20 years after I first walked through the door, I’m still driven by the same things that brought me here: learning, making things better, and helping people succeed. My career has taught me that you don’t need to have your entire future figured out to build something meaningful. Sometimes, you just need to show up, stay curious, do the work, and be willing to say yes to the next opportunity. You might discover you’re capable of far more than you ever imagined.
Can you talk to us a bit about the challenges and lessons you’ve learned along the way. Looking back would you say it’s been easy or smooth in retrospect?
It definitely hasn’t been smooth sailing, but I’ve also never had a boring day at work!
Over the past 20-plus years, we’ve navigated significant challenges, and many have pushed us to innovate in ways that ultimately shaped who we are as a company.
The 2008-2009 recession was one of those pivotal moments. It challenged us to rethink how we operated and helped accelerate our move toward remote work. We became pioneers in our space, building a distributed workforce long before remote work became commonplace. In many cases, we had to develop our own software and rethink our processes because the tools and systems we needed simply didn’t exist yet. As we expanded across the United States, we learned to employ people in multiple states, go entirely paperless, run our processes virtually, and build a company culture that could bring people together regardless of where they lived.
From there, we continued expanding into the United Kingdom and Canada and building relationships with vendors and partners around the world. We’ve always believed that the best talent isn’t necessarily the closest. As we like to say, work is what you do, not where you do it. That philosophy has shaped our business model, our culture, and the opportunities we’re able to create for people.
Then came COVID-19. Like everyone else, we were navigating an unprecedented situation without a playbook. I’m particularly proud of how our team showed up during that time and how intentional we were about doing the right thing for our employees and clients amid so much uncertainty. Having an established remote-work model gave us a foundation, but that didn’t mean the circumstances were easy. We still had to adapt, support one another, and find ways to help our clients navigate their own challenges.
Today, we’re facing another wave of transformation through AI and rapidly evolving technology. From agentic coding that changes how we build software to bigger questions about the role of human connection in customer service, we’re continually evaluating what’s possible, what’s valuable, and what people actually want. For us, innovation has never been about adopting technology just because it’s new. It’s about finding better ways to serve people while staying true to what makes us different.
If there’s a common thread through all of these experiences, it’s that challenges force you to question assumptions, get creative, and sometimes build something that didn’t exist before. We’ve learned to embrace change, stay curious, and remain willing to do things differently. It’s not always easy, but it keeps us growing, and it keeps the work interesting. After all these years, I’ve never had a boring day at work, and I wouldn’t have it any other way.
Appreciate you sharing that. What should we know about AnswerConnect ?
AnswerConnect provides human-powered customer experience solutions that help businesses deliver exceptional service and never miss an opportunity. We specialize in live, 24/7/365 virtual receptionist and answering services, helping businesses manage incoming calls, support their customers, capture leads, schedule appointments, and stay connected even when they’re busy, closed, or unable to answer themselves.
We serve businesses across a wide range of industries, from healthcare and professional services to home services and growing small businesses. Our goal is simple: help business owners focus on what they do best, knowing real people who understand the importance of a great first impression are taking care of their customers.
What sets AnswerConnect apart is our commitment to keeping customer service human. We believe technology should make people better at what they do, not eliminate the human connection that makes great service memorable. Our live receptionists bring empathy, judgment, adaptability, and genuine care to conversations automated systems often struggle with. We answer calls in seconds, around the clock, without forcing callers through phone trees or leaving them to navigate a frustrating automated experience.
We’re also proud to help small and mid-sized businesses compete. A small business can offer the kind of responsive, professional customer experience people expect from much larger organizations without having to build and staff its own around-the-clock team. Every call represents a person who needs something, a potential customer, or an opportunity to build trust. We help businesses make the most of those moments.
Brand-wise, I’m most proud of our commitment to being human in a world that increasingly prioritizes automation. As AI transforms customer service, we’re thoughtful about where technology adds value and where a real person makes the difference. We use technology to support our people and improve the experience, while keeping human connection at the center of our service.
Ultimately, AnswerConnect is about more than answering calls. We’re helping businesses build relationships, earn trust, and grow, one conversation at a time. We want our clients and their customers to know there’s a real person in their corner, ready to help whenever they need us.
Networking and finding a mentor can have such a positive impact on one’s life and career. Any advice?
My biggest piece of advice is to stay curious, build genuine relationships, and never underestimate the opportunities that can come from simply showing up and being willing to learn.
I joined AnywhereWorks in 2006 in what was supposed to be a temporary sales and call center role, never imagining I’d one day become CEO. Along the way, I’ve learned that you don’t need a perfectly mapped-out career plan. Sometimes, you just need to work hard, ask questions, and say yes to opportunities you hadn’t anticipated.
When looking for a mentor, pay attention to people whose leadership, values, or approach to life you admire. You don’t necessarily need a formal mentorship arrangement to learn from someone. Ask questions, seek their perspective, and build a genuine relationship. And remember that some of the best lessons come from people at different stages of their careers, not just those more senior than you.
When it comes to networking, focus less on collecting contacts and more on building connections. Be genuinely interested in others, offer help when you can, and look for ways to create value without expecting something in return. The strongest relationships are built long before you need to ask for anything.
Ultimately, be curious, generous with what you know, and willing to help others succeed. You never know which conversation might open a door, change your perspective, or create an opportunity for someone else.
Contact Info:
- Website: https://www.answerconnect.com/
- LinkedIn: https://www.linkedin.com/in/nataliesruiz
- Youtube: https://www.youtube.com/@Answerconnect
- Other: https://www.linkedin.com/company/answerconnect
Image Credits
Not applicable 🙂
