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Luis
Customer Service & Technical Support (Freelance)
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Competencies
Experiencia demostrada en QA Auditing.
Experiencia demostrada en QA Calibration.
Experiencia demostrada en Evaluation Rubrics.
Experiencia demostrada en Scorecard Development.
Experiencia demostrada en Quality Standards.
Education
Languages
Summary
Customer Service & Technical Support (Freelance) buscando nuevas oportunidades
Experience
Customer Service & Technical Support (Freelance)
Provide customer service and first-line technical support for children’s watches, answering product questions and assisting with basic troubleshooting.
Quality Assurance System Administrator
Administered Observe.AI and Maestro QA, including team setup, user provisioning, credential assignment, permission levels, team visibility, new-hire access, and access to reports and metrics for supervisors and managers.. Created approximately 25 QA rubrics and scorecards, translating leadership requirements into scored questions and evaluation criteria across Legal, Trust & Safety, Fraud, Consumer, Delivery, Merchants, Activations, and Menu.. Built and maintained 20+ rules-based automations using team-defined criteria and key case fields to distribute audit cases, support data extraction, and balance auditor workloads across internal QA teams and BPO partners.. Supported AI-assisted auditing of calls, emails, and chats; coordinated QA calibration using accumulated cases and leadership input to improve scoring consistency and reduce subjective interpretation.. Supported QA data workflows using Sigma, MySQL, and Google Sheets for Observe.AI, and Verint personnel records linked to Maestro QA. Cross-checked AWS call records against Salesforce to flag missing calls, incomplete fields, and unlinked records for QA and Operations review.. Coordinated requests between QA and Operations through Asana, Jira/Atlassian, Confluence, and Slack. Tracked tickets through New, In Progress, On Hold, Resolved, and Denied; prioritized requests, assigned owners, monitored deadlines, followed up on blockers, and coordinated access, reporting, rubric creation, and issue resolution. Used ChatGPT to improve report clarity and visual presentation.
Quality Assurance Auditor
Audited customer interactions against quality standards and supported consistent application of evaluation criteria.
SME / Mentor
Provided subject-matter guidance and peer mentoring, helping teammates follow campaign procedures and resolve operational questions.
Customer Support Agent
Handled frontline customer support interactions and developed operational knowledge that supported progression into mentoring, QA, and systems administration.
Customer Support & Quality Operations (Multiple Roles)
Delivered bilingual customer support across DoorDash, Getaround, Zenni Optical, and DISH campaigns.. Progressed through support, floor support, SME, QA, and supervisory responsibilities; contributed to QA reviews, workflow standardization, translated-material checks, cross-training, and analysis of customer feedback and operational data.