Juan Amazo

I’m a bilingual customer service leader with hands-on experience in contact center operations, quality assurance, and team leadership. I currently lead 18 content moderation agents, focusing on KPI achievement, operational optimization, and data-driven continuous improvement.

In my role as Customer Service Team Lead (Nov 2025 – Present), I’ve maintained Reason Accuracy above 99% for four consecutive months and reduced AHT by 33.3% (from 240s to 160s) through structured coaching and process improvement. I develop and analyze daily, weekly, and monthly performance reports with strategic recommendations, while implementing operational procedures aligned with organizational standards.

Previously, I worked as a Quality Analyst (May 2024 – Nov 2025), performing quality monitoring across calls, chats, and emails, and running calibration sessions using Excel and Power BI. I also served as a Bilingual Customer Service Agent (Oct 2023 – May 2024), supporting customers in English and Spanish with inquiries, complaints, and basic technical support—experiences that strengthen how I coach, communicate, and drive measurable results.