At Cartpanda, I handle merchant and customer operations queues, including payment disputes, chargebacks, refunds, and order investigations. During peak periods, I’ve closed 5,000+ cases per week.
I use Retool and Metabase to investigate cases and produce reports on recurring trends, working across Zendesk and Crisp. I also process high-volume queues, resolving up to 400 cases per day at peak periods.
At Cismetro, I digitized the paper-based scheduling system into an organized calendar and built spreadsheet databases for patient, physician, and appointment records. This made records searchable and simplified reporting to the coordination.
As a freelance Prompt Engineer for Vozis, I designed call scripts and knowledge bases for AI voice agents serving clients in several industries. I also proposed a quality-monitoring workflow to categorize call outcomes and prioritize fixes and human follow-up.
