At Emergente Labs, I coordinate daily operations across Customer Support, Compliance, Product, and Engineering, including request triage, process documentation, and planning.
I implemented an AI support agent using Intercom Fin, reducing manual ticket volume by 93%. I also redesigned the Compliance approval process, cutting turnaround from three days to same-day.
At Emergente Labs, I performed functional testing of new features and documented bug reports before releases. I earned an Introduction to Functional Testing certification from Abstracta.
At Alorica, I provided phone support to English-speaking customers with technical issues and earned a 99.3% positive review rate across 400+ reviews in four months. I also resolved escalated complaints and billing discrepancies.
