At TaskUs (Lizardbear Tasking Inc.), I built and maintained SOPs, readiness trackers, training decks, and assessments, keeping documentation audit-ready and aligned with policy updates.
I tracked readiness and QA data across 50+ batches and raised QA scores from 75% to 90% through coaching, calibration reviews, and targeted feedback. I also reduced average handle time in content moderation from 400 seconds to 100 seconds by redesigning workflow guidance and reinforcing decision-making frameworks.
I scheduled meetings for QA, operations, and department leaders, coordinated training graduation events, and supported process rollouts across client accounts. Managers and senior managers also came to me for urgent requests, second opinions, and recommendations.
Before TaskUs, I handled email and B2B chat support at Concentrix and provided customer and technical support at Trec Pacific Corp. I use Google Workspace, AI tools, and reporting platforms in my work, and hold a Lean Six Sigma Yellow Belt.
