Experienced in quality assurance, customer support, and process improvement with a strong technical background in AI testing and multilingual interpretation.
Performed quality evaluations on AI and customer interactions to ensure standards and improve processes.
Delivered client support via phone, email, and on-site interpretation, ensuring high customer satisfaction.
Made recommendations for agent performance enhancement and contributed to calibration sessions to refine QA criteria.
Organized and maintained data for clients, including entries, analysis, and cleansing with Excel and other tools.
One Star
Conduct quality evaluations of AI-driven customer service representative (CSR) interactions to ensure accuracy, professionalism, and compliance with project standards., Review transcripts and audio recordings to validate AI performance, including intent recognition, active listening, and...
One Star
Provided comprehensive administrative support to multiple clients, managing their calendars, scheduling appointments, and handling email correspondence., Ensured efficient communication and streamlined workflow., Proficiently organized and maintained data for clients, including data entry, data...
TKM
Maintain working knowledge of quality standards and procedures., Participates in weekly meetings with the Operations department to ensure agents reach weekly metrics., Make recommendations for agent performance improvement while working directly with supervisors., Reaching daily production goals.,...
TKM
Discover other professionals with similar experience
Fluent in English and Spanish, providing interpretation services and bilingual support.
Be floor support for the agents who take calls., Make sure agents follow proper company guidelines., Listen to live calls, provide feedback, and follow up on direct coaching., Identify outliers and provide appropriate training to correct key performance indicators., Help my supervisor create a game...
TKM
Troubleshoot data problems, such as accessing the firmware or operating system settings to update credentials for Point-to-Point Protocol over Ethernet., Perform basic troubleshooting procedures following company policies., Guide customers through troubleshooting steps, through the customer...
Kelly Services
Provide live on-demand and onsite language interpretation and document translation services for law enforcement, healthcare organizations, legal courts, schools, and businesses., Receive calls from different industries, mainly medical calls, including live medical visits with primary physicians and...
Teleperformance
Provide the client with information on the benefits of travel, purchase, and vehicle rental, which the MC card has., Begin initial report of claims on the insurance that the card has., Make reports of lost and stolen cards, and later transfer them directly to the issuing bank of the MC card.
Focus Services
Provide the customer with the best option for their entertainment packages (cable TV, internet, home phone) available in their community., Customer service, billing, re-shipments, returns, package tracking.
Bronco Drilling Company
Operate the grapple, iron arms, puller, and catwalk, and do almost any other job that is asked of him.
