I’m a Quality Assurance and Customer Experience professional with almost 8 years of experience across customer service, technical support, QA, data analysis, reporting, and process improvement.
I started my career in Technical Support, assisting U.S. real estate professionals with software-related issues before moving into Customer Service, where I supported U.S. business owners with business formation and filing services, account management, billing concerns, subscriptions, cancellations, retention, and other service-related needs. That frontline experience gave me a strong understanding of customer experience, communication, problem-solving, and the challenges support teams face every day.
I eventually transitioned into Quality Assurance, where I currently monitor and evaluate customer interactions, analyze performance, identify trends and opportunities for improvement, provide actionable feedback, and collaborate with teams to maintain and improve quality standards.
One of the things that has shaped my career the most is my willingness to learn beyond the responsibilities of my role. Many of my skills in data analysis, advanced Excel, reporting, dashboard development, and technical problem-solving were developed through self-directed learning.
Over time, I became a go-to resource for reporting and analytical needs within my team. I’ve built and automated Quality, CSAT, customer review, and performance dashboards that make it easier to identify trends, monitor results, and turn raw data into useful insights. I’ve also helped troubleshoot and improve operational tools and reporting processes when new solutions were needed.
My core strengths include:
• Quality Assurance & Performance Analysis
• Customer Experience & Technical Support
• Data Analysis & Reporting
• Excel Dashboards, Trackers & Automation
• Process Improvement & Documentation
• Root Cause Analysis & Problem-Solving
• Coaching & Actionable Feedback
• Account & Billing Support
• Canva & Visual Design
What sets me apart is that I don’t like limiting myself to what’s written in my job description. If there’s a problem I don’t know how to solve, I’m willing to learn, experiment, and figure it out. I enjoy finding better ways to organize information, improve processes, understand performance, and make things easier for the people around me.
I’m always interested in opportunities where I can continue learning, solve meaningful problems, and bring together my experience in quality, customer experience, analytics, and operations.
