Isaac Melendez

I’m a bilingual Operations, QA, and Customer Success specialist who optimizes workflows, exceeds SLAs, and strengthens team performance. I’m also currently pursuing a B.S. in Artificial Intelligence Engineering, combining system auditing with empathetic, problem-solving communication.

At Emerging Global Solutions (EGS), I was rapidly promoted from a foundational Customer Service role into Operations and QA due to exceptional metrics and technical problem-solving capabilities. I was recognized as a 2025 Top Performer for drastically reducing Average Handle Time (AHT) while maintaining near-perfect quality scores—slashing AHT by 33% and consistently hitting a 5:00-minute resolution against a 7:30 target.

I ensure quality and compliance through continuous case auditing, achieving a >99% quality accuracy score across 350+ case audits over 70+ weeks. I also audited, classified, and analyzed AI-generated calls for medical appointment confirmations, configuring deployment platform parameters and system triggers to optimize automated outbound communication workflows.

I support performance at scale by serving as Floor Support and directly training 20+ new-hire agents with real-time assistance, helping accelerate their learning curve. Alongside my client-focused approach developed through volunteer service with elderly residents, I bring active listening, de-escalation, and empathy into demanding, customer-facing environments—ready to deliver top-tier client experiences and operational excellence in a high-volume SaaS or technology-driven role.