Camila Pereyra

Lead day-to-day support operations across live chat and phone teams, coordinating staffing, schedules, and escalations. Manage and develop four direct reports within a 15-20 person support organization, and own chat quality assurance with an 80% QA threshold.

Developed and maintained shared macros, response templates, and internal documentation to standardize customer communications. Took on training and quality assurance responsibilities, and supported colleagues with complex cases and process questions.

Resolved customer inquiries via chat and email involving payment cards, funding, withdrawals, disputes, refunds, account access, and technical troubleshooting. Investigated complex cases, handled escalations, and collaborated with internal teams.

Collected customer feedback through surveys, contributed to promotional messaging, and reported findings to help inform the team's understanding of customer needs.

Interpreted across medical, utility, banking, and government settings, facilitating accurate communication during appointments, consultations, and sensitive interactions. Completed specialized training and certification in medical interpretation.

Adapted syllabi, lesson plans, and learning materials to students' needs and learning pace, creating resources when existing materials were insufficient. Designed and graded assessments, provided feedback, and delivered remote classes using Zoom and Google Classroom.