vivian carvalho

I’m a senior customer experience professional with 13+ years of experience across leadership and operational roles, including Community Manager, Senior Customer Success Manager, Team Lead, and CX Quality Analyst. I focus on driving customer satisfaction, enhancing service quality, and building high-performing teams.

In my current CX Quality Control Specialist role (Remote), I monitor customer interactions for quality and compliance, conduct audits using QA scorecards, and coach agents to improve performance. I identify trends and process gaps, support training and knowledge base updates, and track CSAT, DSAT, and resolution efficiency metrics to improve customer satisfaction and operations.

Previously as a CX Lead (Remote) in Doha, Qatar, I managed daily support operations to ensure service quality and timely resolutions, handled escalations and complex issues, and improved agent productivity through coaching. I’m also experienced in chatbot training and knowledge work—fine-tuning accuracy, intent recognition, and response quality through conversational flows, intents, and training datasets.