Professional Overview

I am a versatile, detail-oriented operations and quality assurance professional with a unique blend of technical support, e-commerce specialization, and leadership experience. With a proven track record in solution management, process optimization, and technical troubleshooting—ranging from reading log files to identifying code anomalies—I excel at bridging the gap between technical execution and superior customer experience. My diverse skill set is further enhanced by creative marketing capabilities, enabling me to support both operational excellence and brand engagement.

Core Skills & Expertise

• Quality Assurance & Compliance: Driving process optimization, monitoring interaction quality, and enforcing strict compliance standards, including COPPA regulations for account security.

• Tier 2 Technical Support & Diagnostics: Analyzing log files, reviewing crash reports, and auditing basic code to isolate application anomalies and streamline bug reporting.

• E-Commerce & Account Specialist Operations: Managing end-to-end user account solutions, merchant workflows, and financial transactions (refunds, accommodations, replacements) via Shopify.

• Team Leadership & Performance Coaching: Evaluating team performance, delivering actionable feedback, and leading training initiatives to maximize customer satisfaction and resolution rates.

• Digital Media & Content Support: Creating and editing high-quality marketing video content to drive audience engagement and elevate brand visibility.

Tools & Technology

• E-Commerce Platforms: Shopify

• Technical Diagnostics: Log File Analysis, Crash Report Systems, Application Bug Tracking, Basic Code Analysis

• Operational Frameworks: Customer Experience (CX) Improvement, Problem Resolution Oversight, Call Monitoring Software

• Compliance Standards: COPPA (Children's Online Privacy Protection Act)

• Creative Software: Video Editing & Digital Content Tools

• Languages: Bilingual (English and Spanish)

Professional Experience

Marketing Video Editor | Independent / Freelance

Spearheaded the production and editing of dynamic marketing video content designed to boost promotional campaigns and brand reach. Collaborated on creative visual execution to ensure alignment with target audience trends and corporate messaging goals.

Solution Manager - Quality Analyst | Concentrix Nicaragua

Oversaw high-level problem resolution and process optimization strategies to elevate the overall customer experience. Championed team leadership, performance evaluations, and structured agent coaching frameworks. Conducted rigorous call monitoring and compliance auditing to maintain total alignment with corporate standards and service level agreements.

Customer Support, Tier 2 Tech Support, eComm & Account Specialist | Webhelp Nicaragua

Served as an advanced technical point of contact, identifying application bugs, reading log files/crash reports, and auditing code to resolve complex platform anomalies. Formed and managed secure user accounts under strict COPPA privacy guidelines. Executed backend merchant operations, including processing refunds, accommodations, and item replacements within Shopify.

Customer Support & Subject Matter Expert | Ibex Nicaragua

Managed high-volume inbound call queues and professional email support channels, ensuring rapid resolution times. Promoted to Subject Matter Expert (SME) to provide real-time floor support, guide peers through complex troubleshooting workflows, and maintain baseline team performance.

Why Choose Me?

I bring a holistic approach to business operations, combining technical troubleshooting rigor with the leadership framework of a Quality Assurance manager and the creative eye of a digital editor. Whether analyzing backend crash logs to fix application friction, coaching a support team toward peak performance, or editing customer-facing marketing media, I deliver results defined by precision and purpose. My adaptability across technical, operational, and creative domains makes me a high-value asset capable of optimizing processes and protecting user loyalty.