Sebastian Villarreal Castro

I am a Systems Engineering student with experience in KYC operations, back-office support, customer support, data analysis, Python automation, and web development.
At Teleperformance, I worked as a KYC Analyst and Subject Matter Expert, supporting an operation of more than 70 people across morning, PM, and overnight shifts. My work included document review, ticket handling by email, compliance checks, QA support, metric analysis, and process support for agents, trainers, QA analysts, and supervisors.

During active work time, I reviewed more than 320 documents per shift. I also trained 3 waves of new analysts, with 18 people in each wave, and created review guidelines for other trainers that continued to be used for some types of reviews.

One of my most useful projects was an Excel automation with a script that analyzed QA markdowns, common agent flags, and areas for improvement based on QA files. This reduced manual analysis and helped supervisors identify coaching needs faster.

I also worked in chat support for a U.S. delivery platform at IntouchCX, handling around 95 chats per shift with an AHT under 2 minutes, while maintaining QA and customer satisfaction scores above 90%.
On the technical side, I have worked with Python, SQL, JavaScript, Django, Node.js, PostgreSQL, MongoDB, Excel, Looker Studio, and web development projects. I am interested in junior roles in Python development, automation, data analysis, technical support, QA, back-office operations, or KYC/compliance operations.
I also have experience in video editing through real projects, including academic marketing videos, YouTube content, and gaming reels. I have edited more than 30 pieces of content using Premiere Pro, Vegas Pro, DaVinci Resolve, and basic After Effects.