TRThaelys Ruzza
@thaelysruzza
Customer support and QA specialist driving service quality and compliance.
SpainWhat I'm looking for
I am a customer support and quality assurance professional with over six years of experience in high-volume, fast-paced service environments. I combine hands-on QA implementation with frontline support to improve user experience and operational efficiency.
At Fourthline I led QA procedures that improved KPIs and inspection efficiency, prepared detailed QA reports, and identified recurring findings that drove continuous improvement. I have strong accuracy in identity verification and AML-related reviews, with experience using LexisNexis and Refinitiv.
My background includes multi-channel customer service, technical support, and collaboration with fraud and operations teams to mitigate risk and maintain compliance. I am tech-savvy, detail-oriented, and fluent in English and Spanish.
I seek to apply my skills in QA, KYC, and customer support to roles that value measurable service quality improvements, cross-functional collaboration, and ongoing process optimization.
Experience
Work history, roles, and key accomplishments
QA Specialist
Fourthline
Feb 2022 - Sep 2024 (2 years 7 months)
Led implementation of QA procedures achieving a KPI of 30 cph and increased inspection efficiency by 15% through hands-on guidance and targeted QA reporting.
KYC Analyst
Fourthline
Apr 2019 - Feb 2022 (2 years 10 months)
Verified customer identities with >98% accuracy, conducted fraud and document reviews, and performed PEP/sanctions screening using LexisNexis and Refinitiv to prevent AML breaches.
Customer Service Advisor
Rentalcars.com by Booking
Oct 2017 - Apr 2018 (6 months)
Provided multi-channel support for bookings and complaints achieving 82% CSAT while managing ~20 calls per day and maintaining performance during peak periods.
Technical Support
SellByTell Group
Dec 2016 - Sep 2017 (9 months)
Delivered phone-based technical support resolving Tier 1 issues with 80% first-contact resolution and tracked cases through internal ticketing and CRM systems.
Education
Degrees, certifications, and relevant coursework
Grupo Aspasia
Training / Certificate, Microsoft Excel
Completed Excel Sheets training from basic to advanced.
ADAMS
Training / Certificate, Data Analysis / Business Intelligence
Completed training in Data Analysis with PowerPivot, Power Query and Power BI.
UVUniversidad Central de Venezuela
Certificate, Teaching Spanish as a Foreign Language
2013 - 2014
Certificate in Teaching Spanish as a Foreign Language completed at Universidad Central de Venezuela from October 2013 to June 2014.
UVUniversidad Central de Venezuela
Bachelor's degree, Translation (English–Spanish)
2005 - 2012
Bachelor's degree in Translation (English to Spanish) completed at Universidad Central de Venezuela between 2005 and 2012.
Availability
Location
SpainAuthorized to work in
Social media
Job categories
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