Alejandro moscoso

I’m a Customer Service & Quality Specialist with 3+ years of experience in high-volume, customer-focused environments. I combine quality assurance, performance evaluation, and continuous improvement to raise service standards and customer satisfaction.

In my customer-facing roles, I supported customers through voice and chat, resolved inquiries, and maintained strong service quality while juggling multiple conversations. I consistently aimed to meet productivity, quality, and service-level targets.

As a Quality Analyst, I evaluate customer interactions against company standards, scripts, and KPIs. I deliver structured, actionable feedback through coaching sessions and spot recurring performance gaps and trends to support improvement plans.

I monitor KPIs such as CSAT, QA scores, and resolution time, and I work closely with operations and training teams to strengthen processes. I’m driven by clear feedback loops and operational excellence that translate into better customer outcomes.