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Pablo
Customer Service & Quality Team Leader with 9+ years in tech and gaming
Video resume
Contacto
Competencias
Provided multilingual support to clients across gaming, health insurance, and tech industries.
Managed team performance, conducted audits, and verified service quality across multiple roles.
Led diverse customer support teams, overseeing KPIs, training, and performance evaluations.
Utilized JIRA, Slack, Power BI, Google tools, and communication platforms to coordinate workflows.
Fluent in Spanish, Portuguese, and English, handled communications across LATAM, Europe, and Asia.
Educacion
Idiomas
Resumen
Experienced team leader specializing in quality assurance, multilingual support, and operational improvement across gaming, health, and tech industries.
Logros Clave
- Led a team of 10 agents managing multilingual chat and call evaluations at PIN-UP.
- Supervised performance and quality assurance for a team of 15 agents at Betconstruct.
- Directed quality reviews of health insurance enrollment calls for major US health plans in bilingual settings.
Experiencia
Team leader of Quality team
Responsible for implementing and executing inspection, testing, and evaluation methods to ensure that communication from VIP, CS and Retention department accomplish with standards requested by PINUP., Manage a team of 10 agents who check chats and calls in Portugues, English and Spanish., Managing...
B2B Helpdesk Specialist
Spanish, English and Portuguese communication with partners (clients) from all Latam, Asia, Africa and Europe., Verification of info, chats and tickets shared with partners by cs agents and b2b agents., Providing solutions by JIRA tickets for any kind of issues, payments problem, risk situation,...
Customer service Specialist (team leader)
Management of a group of 15 agents, verification and measurement of performance KPIS., Review and audit of agent chats, emails and tickets with users in Spanish, Portuguese and English., Spanish, English and Portuguese communication with users from Latam (Perú, Chile, Brazil)., Provide solutions...
Quality Assurance Analyst
Review, verify and confirm the quality of enrollment calls for insurance (Humana, Anthem, Kaiser, United healthcare, Aetna...) in USA health plans in English or Spanish (bilingual)., Take into account the corresponding disclosures, the correct treatment of the agent with the client, the appropriate...
Helpdesk Support Agent
Spanish, English and Portuguese communication with partners (clients) from all Latinoamerica, Asia and Europe., Provide solutions for any kind of issues, payments problem, risk situation, calculation and trading, backend, frontend and all services offered to our partners., Support and optimization...
Bilingual Customer Support
Bilingual (English-spanish) service to users about trading, sportsbook, payments and all offered products offered in our gaming platform by inbound/outbound calls, chat and email.
Bilingual customer Support
Online Marketing department, community manager of online game, communication with users about their accounts and payments online.
Seller of national brands
Direct attention to all public, offering the different brands of national clothes in the place of sale., In charge of the appearance and organization of the different garments in the local.
Deck Steward
Direct attention to the general public, pertaining to the bar area, made of waiter, in charge of the pantry, full support to the bar department., Ensure the excellence of the pool and entertainment area.
Management Assistant
Total support to the manager in his functions, in charge of the area of invoicing, logistics and documentation., Presenter of the service and head of the messenger fleet.