Eilyn Linares

I’m a bilingual quality and customer experience professional with experience in quality assurance, customer experience, and agent development within the telecommunications industry. I focus on identifying performance gaps and translating QA findings into real, coachable actions that improve results.

In my current role, I conduct root cause analysis to identify underlying issues affecting quality results, support training and development initiatives, and deliver targeted coaching and actionable feedback to agents. I participate in calibration sessions with supervisors and management to maintain consistent evaluation criteria, and I collaborate with leadership to implement corrective actions for recurring issues.

Before that, I supported Comcast Xfinity Mobile teams by providing real-time support to retail store representatives, guiding them through troubleshooting processes, and assisting with billing, activations, device setup, and service requests. I also worked directly as a Customer Service Agent, strengthening communication, active listening, and de-escalation skills while handling technical and account-related cases.

I’m currently pursuing a degree in Human Resources, which adds a people-first perspective to how I approach performance management and talent development. My professional ethos is continuous improvement—improving service quality and customer satisfaction through consistent coaching, clear communication, and compliant documentation.