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Melissa Quesada

@melissaquesada

Front-end developer building JavaScript, HTML/CSS, and Bootstrap projects after technical support and QA work at Foundever.

Costa Rica

Message

At Foundever, I was the primary escalation engineer for complex Sonos product defects, diagnosing firmware, connectivity, and software configuration issues. I maintained a knowledge base of 100+ articles and process guidelines, helping cut average handle time by 20% and new-agent onboarding time by two weeks.

As a Technical Support Specialist for Sonos at Foundever, I resolved 50+ technical cases per week and consistently achieved customer satisfaction scores above 90%. I was promoted to Subject Matter Expert within 12 months.

I also analyzed financial transactions as a Fraud Analyst at Foundever, identifying anomalous activity and contributing to a 15% reduction in false-positive escalations. I’m now transitioning into front-end development and building projects with JavaScript, HTML/CSS, and Bootstrap.

Experience

Work history, roles, and key accomplishments

Subject Matter Expert

Foundever

Jan 2019 - Dec 2023 (4 years 11 months)

Acted as the primary escalation engineer for complex product defects, applying systematic root-cause analysis to diagnose firmware, connectivity, and software configuration issues across Sonos hardware lines. Maintained a structured knowledge base of 100+ articles, cutting average handle time by 20% and onboarding time by 2 weeks.

Root Cause Analysis Technical Support Knowledge Base Management Process documentation Cross Functional Collaboration QA Bug Reporting

Technical Support Specialist

Foundever

Jan 2018 - Dec 2019 (1 year 11 months)

Diagnosed and resolved 50+ technical cases per week involving software, firmware, network configuration, and logistics issues, consistently achieving a customer satisfaction score above 90%. Promoted to Subject Matter Expert within 12 months based on technical performance and documentation quality.

Technical Support Troubleshooting Incident resolution Customer Satisfaction Escalation Management Mentorship

Fraud Analyst

Foundever

Jan 2017 - Dec 2018 (1 year 11 months)

Analyzed 100+ financial transactions per day using rule-based and behavioral data analysis techniques to identify and flag anomalous activity patterns with high precision. Built and maintained investigation documentation adhering to internal compliance standards, contributing to a 15% reduction in false-positive escalations.

Fraud Analysis Data Analysis Rule Based Analysis Documentation Compliance Cross Functional Collaboration