Lorraine Gonzalez

I am a bilingual QA and Customer Enablement Leader with over 8 years of experience in driving onboarding, process improvement, and cross-functional collaboration across various sectors, including SaaS, healthcare, and education. My passion lies in simplifying workflows and ensuring equitable service delivery, which I have demonstrated through my ability to build quality systems from the ground up.

One of my key achievements includes launching the first Spanish QA program in my current company, which increased bilingual interaction coverage by 40%. I have a proven track record of identifying and resolving recurring issues that impact customer interactions, contributing to significant improvements in first-contact resolution and customer retention. My collaborative approach has allowed me to work effectively with training, support, and business leads to enhance service workflows and strengthen long-term customer success outcomes.

Throughout my career, I have developed onboarding tools and bilingual documentation that have accelerated new team readiness and improved support consistency. I am committed to continuous improvement and have utilized various methodologies such as Lean and Agile to drive results. I thrive in environments that challenge me to innovate and enhance customer experiences.