Customer Care professional with 4+ years of experience across customer service, technical support, fraud support, and quality-focused operations. Skilled in handling high-volume inbound calls in English, resolving customer issues with empathy, professionalism, and clear communication. Experienced documenting case history, interactions, and follow-ups in ServiceNow and Salesforce to maintain accurate records and consistent service quality. Brings banking and fraud support experience from Capital One, including identity verification, account security, and de-escalation of sensitive customer situations. Comfortable in fast-paced, technology-driven environments and remote support settings; bilingual professional with English C1 and Spanish native fluency.
Reviewed AI-generated customer support responses for accuracy and quality across large-scale case datasets. Identified errors and inconsistencies before they reached customers, applying consistent quality criteria to each case. Tracked recurring patterns across reviewed cases and documented findings to support process improvement. Maintained a quality score above 96% through disciplined, case-by-case review.
Resolved an average of 40 inbound technical support cases daily in English, assisting customers, members, and patients with authentication, connectivity, device, and application issues. Supported telehealth and video appointment platforms, resolving connectivity issues to keep patient-facing services running smoothly. Used empathy, patience, and clear communication to guide non-technical users through troubleshooting steps. Documented all interactions and follow-ups in ServiceNow and Salesforce, maintaining accurate case records. Selected to design and lead a one-month training program for a team of 6 to 7 experienced analysts, creating coaching materials and onboarding documentation. Authored SOPs and Knowledge Base articles that improved consistency and reduced resolution time across the team. Supported Wave 3 startup operations through a critical launch phase, adapting quickly to changing priorities.
Applied platform policy to make quality and classification decisions on 200 to 300 titles weekly, balancing speed with accuracy under strict compliance standards. Sustained a quality score above 96% across thousands of reviewed titles, applying consistent judgment in a fast-paced environment.
Handled an average of 60 customer calls daily in English, investigating suspected fraud and verifying identity across customer accounts for a major U.S. financial institution. Made real-time decisions on account security escalations, using active listening and de-escalation to support customers through sensitive, high-stress situations. Balanced customer experience with risk and compliance requirements, identifying behavioral and transactional patterns indicative of fraud. Operated entirely in English, providing clear communication and professional support during high-pressure interactions.
Built a chatbot prototype using Python and Azure as a proof of concept for internal support automation. Structured a knowledge base in Excel and designed the interface in Figma to support the prototype.
Bachelor Degree, Systems Engineering
Technical Program, Data Analytics
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