Looking for a job

Daniel Martinez

@danielmartinez8

Message

I maintain moderation quality and account security standards across bilingual support operations.

Colombia

Message

What I'm looking for

I'm looking to develop skills across diverse roles where I can make meaningful contributions, apply processes and policies effectively, and continue growing professionally.

At Teleperformance, I managed user tickets, escalations, sensitive content review, and user account security through Zendesk. I maintained a 100% quality score for more than 20 consecutive months.

I reviewed peer case resolutions, validated policy compliance, delivered coaching and corrective feedback, and ensured escalation documentation met quality standards. I also completed internal QA training, audited tickets using client rubrics, and supported onboarding and shadowing for new agents.

Previously, I supported customer service, sales, and retention at Contact Point 360. I bring bilingual communication, analytical thinking, adaptability, and a commitment to using processes and policies effectively while continuing to grow across diverse roles.

Experience

Work history, roles, and key accomplishments

Bilingual Agent

Teleperformance

Sep 2022 - Jan 2026 (3 years 4 months)

Managed user tickets and escalations through Zendesk, reviewed sensitive content, and ensured account security. Maintained a 100% quality score for over 20 consecutive months.

Zendesk Content Moderation Quality Assurance Escalation Management Peer Review Coaching Policy Compliance Documentation