Passionate about enhancing quality standards, driving process improvements, and supporting customer experience through data-driven insights and team collaboration.
Proficient in data cleaning, KPI monitoring, reporting, and exploratory data analysis to support decision-making.
Experienced in QA scorecards, audits, calibration, root cause analysis, and implementing process improvements.
Provided high-quality customer support via email and chat, handling inquiries efficiently and accurately.
Created and delivered training materials, conducted QA huddles, and collaborated with leadership for process enhancements.
TaskUs – GrowTherapy Campaign
Reviewed calls, emails, chats, and tickets to identify process gaps and ensure agents adhered to quality standards., Delivered detailed feedback to agents and recommended personalized action plans for performance improvement., Updated quality guidelines and maintained QA scorecards to reflect...
Webhelp – TravelPerk Campaign
Managed and prepared hotel and flight reservations for business travelers., Verified and validated legal information on corporate invoices., Responded to customer requests via email, ensuring timely and accurate support.
IGT Solutions – JetBlue Airways Campaign
Provided detailed information to passengers regarding flights, services, and travel procedures., Assisted with new bookings, flight modifications, and cancellations., Ensured high-quality customer service in accordance with airline standards.
B.S.
Technical High School Diploma
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Skilled in Power BI, Excel, and EDA for data analysis, reports, and visualization supporting quality improvement.
