At Kaizen Gaming, I conduct quality analyses across external vendor tickets and internal Backoffice teams, helping align operations and standardize processes. I also lead calibration sessions to align scoring standards and reduce performance discrepancies.
I analyze operational data to find root causes, performance gaps, and emerging trends, then translate those insights into process updates and recommendations. I design workflow automations using Google Apps Script and AI tools, including Gemini and Claude, to reduce manual reporting effort.
Previously, as a BPO Operations Specialist at Kaizen Gaming, I reviewed DSAT trends and helped develop strategic projects to improve core KPIs. At 24-7intouch, I supported customers of L'Oréal and GNC through voice and email, resolving online order inquiries.
