At Qualfon USA, I led a team of offshore customer experience analysts and directed web and mobile app research to support operational performance and digital conversion. I also oversaw web performance monitoring, defect management, and the development of e-commerce funnels and dashboards.
As a Digital Customer Experience Analyst, I monitored digital performance, reported issues, and coordinated with cross-functional teams to resolve defects and maintain data accuracy. I served as a contact for web research and analysis requests from product, engineering, data, and business stakeholders.
Earlier at Qualfon USA, I worked in workforce management and real-time operations, handling scheduling, capacity planning, staffing forecasts, and intraday monitoring. I began in technical support, troubleshooting system, software, and network issues.
