Shoncerberus117 User
@shoncerberus117user
QA Analyst focused on audit-driven quality, coaching, and accurate back-office operations.
Costa RicaWhat I'm looking for
I’m a detail-oriented QA & back-office professional with experience in quality assurance (QA), technical support, and back-office operations. I audit interactions, manage high case volumes with accuracy, and meet quality metrics in remote corporate environments. I also work comfortably in 100% remote settings and multicultural teams, adapting quickly to fast-paced priorities and new tools.
In my current role as a QA Analyst & Customer Care Specialist, I manage and resolve an average of 120 support tickets per week via chat and email while meeting quality and productivity metrics. I conduct quality evaluations, provide feedback and agent coaching based on QA findings, and maintain accurate case records and documentation across Salesforce and ServiceNow to ensure traceability and compliance. I’m seeking an analytical/operational role (QA or back-office) that does not involve direct client-facing work.
Experience
Work history, roles, and key accomplishments
Managed and resolved an average of 120 support tickets per week for Oura members via chat and email, meeting quality and productivity metrics. Conducted quality evaluations of agent interactions, provided coaching based on findings, and maintained case records in Salesforce and ServiceNow.
Provided technical support and incident management for internal corporate teams and collaborated with cross-functional technical teams to resolve complex IT infrastructure issues. Improved ticket resolution times by implementing best practices within Salesforce.
Delivered technical support for digital platforms to ensure user satisfaction and service continuity. Specialized in end-to-end troubleshooting of web and mobile application issues.
Assisted international customers with technical troubleshooting and back-office billing inquiries. Supported customers through issue resolution and back-office case handling.
Education
Degrees, certifications, and relevant coursework
Cisco & Amazon Web Services (AWS)
VLA, Coursework (VLA)
2023 -
Completed Cisco and AWS VLA coursework starting in 2023, which is currently in progress.
Universidad de Costa Rica
IT Fundamentals, IT Fundamentals: PC Hardware and Software
2023 -
Completed IT Fundamentals coursework covering PC hardware and software in 2023.
Foundever
English Proficiency Certification, English
2021 -
Earned an English proficiency certification in 2021.
Liceo Regional de Flores
High School Diploma, High School
2020 -
Completed high school and received a High School Diploma in 2020.
Tech stack
Software and tools used professionally
Availability
Location
Costa RicaAuthorized to work in
Job categories
Skills
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