I am a detail-oriented administrative and operations professional with over eight years of experience in quality assurance, customer experience, training coordination, onboarding logistics, and data tracking. I specialize in improving workflows, strengthening communication, and translating operational insights into practical improvements.
I have extensive experience monitoring customer interactions, scoring quality, facilitating calibration sessions, analyzing CSAT and detractor feedback, and providing one-on-one coaching. I create SOPs, scorecards, training materials, reports, and documentation that help teams maintain consistent standards and improve performance.
In my current role, I coordinate sales onboarding operations across the United States, Dominican Republic, and Philippines. I manage training schedules, attendance, LMS assignments, curriculum compliance, and KPI reporting while partnering with cross-functional stakeholders.
Previously, I supported customer experience operations across e-commerce, transportation, and telecommunications accounts. I resolved high volumes of customer inquiries through email and chat, escalated product and fulfillment issues, and identified recurring problems to support process improvements.
I am a Gorgias Power Admin certified professional with hands-on experience using Zendesk, Shopify, Amazon Seller Central, Microsoft 365, Google Workspace, Notion, and LMS platforms. I am passionate about continuous improvement, collaboration, customer experience, quality assurance, and organizational development.
I am seeking opportunities with strong growth potential in customer experience, quality assurance, training operations, organizational development, or project management.
