At Horatio, I audit agent interactions across email, chat, and social media to check quality and compliance. I also organize interaction and CSAT survey data for leadership reporting.
I use Gorgias and CSV exports to prepare structured Google Sheets and Docs that feed Looker Studio dashboards. This work helps surface recurring trends and areas for improvement.
I partner with cross-functional teams to provide written coaching feedback, and I conduct new-hire training on operational procedures, quality standards, and internal workflows.
Previously at Horatio, I supported customers and worked on TikTok Shop operations, including reviewing creator content for compliance and coordinating flash-deal campaigns. I’m bilingual in Spanish and English, and I’m pursuing an M.Sc. in Clinical Psychology at UAPA.
