I am a detail-oriented and customer-focused operations and quality specialist with more than 15 years of experience leading team workflows, building internal documentation, and optimizing processes under strict compliance and ISO 9001:2015 quality frameworks.
I have a strong background in translating complex technical requirements into clear, easy-to-understand resources that help teams work more efficiently and consistently. My experience includes designing SOPs, improving reporting processes, and supporting cross-functional collaboration in technical environments.
Throughout my career, I have managed operational KPIs, tracked resource consumption, and identified bottlenecks to improve service quality and response times. I am comfortable working in structured environments where accuracy, documentation, and continuous improvement are essential.
I have also led teams and coordinated technical and administrative operations, which has strengthened my ability to communicate across departments and support users effectively. I value practical problem-solving, accountability, and a customer-first mindset.
I am eager to bring my operational discipline, technical adaptability, and communication skills into a Customer Support Associate role in SaaS. I enjoy helping people, resolving issues, and contributing to better user experiences through organized support processes.
I am open to opportunities where I can apply my experience in support operations, knowledge management, and quality systems while continuing to grow in a technology-driven environment.
Analyzed, documented, and resolved operational challenges across critical facilities, acting as a key technical point of contact to ensure continuity and user safety.
Maintained monthly tracking schedules for key performance indicators and critical systems, proactively identifying bottleneck risks and implementing corrective actions.
Streamlined service certification reporting, reducing field report turnaround times and consistently meeting strict monthly SLAs.
Designed, authored, and implemented the ISO 9001:2015 Quality Management System for the Fortín de Piedra laboratory, creating comprehensive SOPs and documentation from scratch.
Led a collaborative 15-person team, establishing clear guidelines, optimizing response times for sampling and reporting, and improving overall task fulfillment.
Tracked operational metrics and resource consumption to identify workflow optimization opportunities and improve user training.
Managed technical and administrative operations for the PTG laboratory, leading the ISO 9001:2015 re-certification process and ensuring high standards of service quality.
Coordinated analytical activities and performance metric tracking to improve operational output and cross-departmental satisfaction.
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