Esteban - Data Analyst with 5+ years of experience in financial services

Assessed and analyzed customer interactions to ensure compliance with company policies, industry standards, and customer satisfaction benchmarks., Maintained QA scorecards to standardize performance evaluations across B2C and B2B teams., Identified trends in customer issues and provide insights to enhance service quality., Conducted one-on-one coaching sessions to provide feedback and improve agent performance., Collaborated with team leads to develop personalized improvement plans for underperforming agents., Generated quality assurance reports with actionable insights for leadership teams., Tracked key performance indicators (KPIs) such as CSAT (Customer Satisfaction), FCR (First Contact Resolution), and AHT (Average Handling Time)., Presented findings and recommendations to senior management to drive strategic decisions.

Led a team focused on enhancing customer satisfaction, retention, and operational improvements, ensuring that customer interactions align with company standards and that dissatisfied customers receive the necessary support to restore trust and loyalty., Developed and implemented coaching programs to enhance specialists' effectiveness in handling dissatisfied customers., Established KPIs and performance metrics, tracking individual and team success in restoring customer trust and improving brand perception., Designed and implemented contact guidelines to standardize specialists' interactions with end-users, improving engagement and issue resolution., Spearheaded initiatives that reduced dissatisfaction surveys by 32% between August 2023 and June 2024, directly impacting retention and brand reputation., Led root cause analysis of negative survey trends, implementing process enhancements to proactively address pain points., Developed and managed the Executive Escalations Process, ensuring high-priority cases are handled with urgency and professionalism., Created and oversaw the VIP Employee Store Support Program, providing premium assistance for key stakeholders and employees., Managed Better Business Bureau (BBB) escalations, ensuring timely and satisfactory responses that protected the company's reputation., Served as the main point of contact for high-value customers and critical complaints, ensuring resolution strategies aligned with business goals., Enhanced the categorization form for dissatisfaction surveys, improving data accuracy and enabling deeper insights into customer pain points., Partnered with cross-functional teams (operations, product, and quality) to streamline customer experience processes, reducing resolution times and improving efficiency., Developed a warranty abuse detection process, successfully reducing fraudulent replacements and saving the company approximately $1 million in costs.

Led the end-to-end implementation of the QA process across USA, Canada, United Kingdom, South Africa, Ireland, Brazil, Portugal, Spain, and all Latin American countries, ensuring standardization while adapting to regional requirements., Established a centralized QA framework, aligning quality standards with customer expectations and business objectives across all markets., Designed and implemented QA forms and evaluation processes from scratch, ensuring alignment with company policies, product specifications, and customer service workflows., Built and maintained a comprehensive QA knowledge base and training materials, enhancing accessibility and consistency in evaluations., Developed and executed a coaching and mentoring program for continuous improvement, focusing on performance enhancement and agent development., Collaborated with technology teams to integrate QA forms and processes within the CRM system, automating data collection and streamlining reporting., Researched, evaluated, and selected the best QA software solution, engaging with vendors to secure a cost-effective and scalable system., Presented a business case to secure budget approval, demonstrating ROI calculations and operational efficiencies gained through the new QA platform., Led the configuration and deployment of the new QA software, ensuring seamless integration with existing systems and minimal disruption., Designed and conducted comprehensive training programs for QA analysts and supervisors, fostering a data-driven approach to performance assessment., Established KPIs and success metrics to measure the impact of QA initiatives on customer satisfaction, compliance, and operational efficiency., Created feedback loops with leadership and frontline teams, ensuring continuous alignment between QA standards and business goals.

Promoted from leading Latin American content moderation to overseeing the global market within [Timeframe, e.g., 6 months], demonstrating exceptional performance, adaptability, and mastery of complex content policy., Led and managed teams of content moderators across both regional (LATAM) and worldwide markets, ensuring operational excellence, adherence to policy, and consistent output quality., Conducted formal bi-monthly quality and moderation policies calibrations with cross-functional partners and agents globally to ensure a unified, consistent understanding and application of complex moderation guidelines., Dedicated 1 hour per week to active content moderation duties, maintaining a crucial frontline perspective on emerging content trends and policy complexity across all regions., Oversaw the Quality Assurance (QA) function for the team, meticulously reviewing QA audit scores and providing final approval on evaluations to ensure fairness and accuracy., Managed the end-to-end QA audit dispute process, working closely with operations to submit successful and thoroughly justified disputes, which directly contributed to a more accurate quality picture., Drove continuous performance improvement by developing and executing targeted action plans for outlier agents, resulting in measurable improvements in quality metrics., Spearheaded an internal audit initiative—a function not previously performed at the team lead level—by regularly auditing agent performance, identifying root causes of policy deviation, and driving proactive policy adherence., Provided structured, individualized coaching and developmental support to agents, conducting regular side-by-side performance reviews to enhance efficiency and decision-making accuracy., Developed and executed comprehensive process improvement plans focused on enhancing workflow efficiency, reducing content review cycle time, and improving overall moderation throughput., Managed and led 3 distinct moderation teams within a 7-month period, quickly establishing stability and achieving notable QA improvements and operational consistency despite high-velocity team transitions., Presented strategic performance results and quality trends to senior management every two months, leveraging data to justify resource needs and policy changes across the global operation.