Gabriela Carías

- Conduct QA reviews across support channels, evaluating customer interactions for accuracy, clarity, empathy, resolution quality, and adherence to internal quality standards.

- Analyze QA results, KPIs, scorecard trends, CSAT/DSAT signals, and support patterns to identify coaching opportunities, training needs, recurring gaps, and process improvement areas.

- Use AI-assisted tools, including Cl

-Support the QA program by reviewing customer support interactions and evaluating them against internal quality standards.

-Deliver clear, supportive, and actionable feedback that helps agents improve communication, troubleshooting, and customer experience.

-Identify recurring trends, coaching opportunities, and knowledge gaps to improve team consistency and support quality.

-Partner with Team

- Provided priority-level support to high-value Thinkific customers through email, phone, and screen share, applying strong judgment, accuracy, and clear communication.

- Troubleshot product, billing, account, and technical issues while identifying patterns that could impact customer experience or support quality.

- Managed urgent and escalated customer inquiries with empathy, ownership, and att

- Provided customer support across Affirm, PayBright, and Shop Pay platforms, adapting communication to different products, regions, and customer needs.

- Reviewed customer issues with attention to accuracy, policy alignment, resolution quality, and overall customer experience.

- Identified recurring customer pain points, support patterns, and workflow gaps that could impact consistency across t

- Led engaging Zumba classes catering to both beginner and intermediate levels, fostering a supportive and inclusive environment for participants to improve their fitness levels and have fun.

- Introduced innovative group exercise classes, programming, and master classes to keep participants motivated and challenged, enhancing their overall fitness experience.

- Specialized in conducting Stron

- Developed comprehensive content calendars and crafted compelling visuals and copy for various social media platforms, including Instagram and TikTok.

- Executed content posting and effectively managed engagement, proactively responding to comments and direct messages to foster community interaction and brand loyalty. Implemented performance monitoring strategies, providing regular reports and

- Consulted with stakeholders to coordinate and organize learning events, ensuring alignment between performance development goals and available courses.

- Implemented robust tracking, measurement, and reporting mechanisms to evaluate learning outcomes and identify areas for improvement, providing valuable insights to stakeholders and the training department.

- Facilitated leadership core traini

- Provided personalized service and support to Canadian citizens, guiding them through the process of scheduling COVID-19 vaccination appointments and addressing inquiries related to the pandemic, demonstrating empathy and professionalism in every interaction.

- Assisted Canadian employers and employees in understanding and setting up their Ontario Worker Income Protection Benefit, effectively ex

- Developed and delivered age-appropriate curricula focused on Women in Science,
employing STEAM and STEM methodologies.

- Collaborated with peers, students, and parents to support student progress, while staying updated on the latest technological and scientific advancements related to women's contributions throughout history. In response to the pandemic, I seamlessly transitioned from in-schoo

- Crafted and delivered tailored curricula suited to students' abilities and ages,
integrating STEAM and STEM methodologies.

- I assessed student performance through various methods including tests, reports, lab activities, and homework assignments.

- Collaborating with peers, students, and parents, I provided comprehensive support to
enhance student progress.

- Led research efforts in the development of oral dissolving films, overseeing formulation, experimentation, data analysis, and interpretation to drive product innovation and advancement.

- Presented ongoing research work and findings to colleagues at academic conferences, effectively communicating the research methodology, results, and implications to diverse audiences.

- Collaborated within

- Provided comprehensive language instruction encompassing listening, speaking, reading, and writing skills to students, fostering their proficiency and confidence in the Spanish language.

- Developed tailored lesson plans and learning activities to prepare students for literary activities such as drama, debates, speeches, and sports, enhancing their communication and critical thinking skills.

- Delivered comprehensive elementary school lessons covering the four language skills: listening, speaking, reading, and writing, tailored to meet the diverse needs and abilities of students.

- Developed engaging lesson plans and activities to prepare students for a variety of literary activities, including drama, role-plays, speeches, and sports, fostering creativity, critical thinking, and com

- Taught comprehensive lessons covering the fundamental concepts of inorganic chemistry, engaging students in understanding the principles and applications of the subject.

- Integrated discussions on science, technology, society, and the environment into the curriculum, fostering a holistic understanding of the role of chemistry in the broader context.

-Developed students' research skills, strat