Jonathan Espiet
@jonathanespiet
I improve customer experiences through quality monitoring, coaching, and actionable feedback.
Puerto RicoWhat I'm looking for
At LUMA Energy, I monitor live, in-person customer interactions, evaluate survey feedback, and deliver immediate recommendations that protect customer accounts and improve service. Previously at Encore Global Solutions, I monitored calls, emails, and chats while supporting teams across Puerto Rico, Panama, and the Philippines.
I've spent over 12 years in customer service and quality assurance, training representatives, documenting evaluations, developing procedures, and helping agents improve through clear, practical feedback in English and Spanish.
Experience
Work history, roles, and key accomplishments
Quality Assurance Analyst
LUMA Energy LLC
Feb 2023 - Present (3 years 7 months)
Performs side-by-side observations of live customer interactions to ensure quality standards, provides immediate feedback, evaluates survey feedback, and documents evaluations.
Education
Degrees, certifications, and relevant coursework
Cypress Creek High School
High School Diploma, General Studies
Completed high school education, earning a diploma in June 2012.
Tech stack
Software and tools used professionally
Availability
Location
Puerto RicoAuthorized to work in
Job categories
Skills
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