Open to opportunities

Xenia Chilulo

@xeniachilulo

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Operations Supervisor and QA lead specializing in content moderation and AI data labeling for global platforms.

El Salvador

Message

What I'm looking for

I’m looking for remote, B2B roles where I can lead QA and operations for content safety and AI training, own SLA-driven workflows, coach distributed teams, and continuously improve processes and tools.

I’m a results-driven operations leader with 7+ years managing high-impact teams for global tech platforms like Roblox and Walmart, focused on content moderation, data labeling, and ML workflows. I lead content safety and QA operations, enforcing policy and auditing high volumes with 98%+ accuracy to meet strict SLAs.

I’m also hands-on with People Leadership in remote and hybrid environments, using data-driven coaching, performance tracking, and time management to maintain high retention under pressure. I collaborate with cross-functional partners to refine internal moderation tools and AI algorithms based on operational feedback, and I document detailed bug reports, SOPs, and performance audits to continuously optimize processes.

Experience

Work history, roles, and key accomplishments

Current

Operations Supervisor (QA)

Current

TELUS International

Jan 2022 - Present (4 years 3 months)

Led content moderation, data labeling, and ML workflows for Roblox to protect platform safety for millions of users. Managed teams with data-driven coaching and delivered 98%+ accuracy in data labeling while meeting strict SLAs and improving internal moderation/AI tools based on operational feedback.

Content Moderation Data Labeling SLA Management People Leadership Policy Enforcement Performance Tracking

Billing & Insurance Verifier

Skycom

Jan 2021 - Jan 2022 (1 year)

Managed complex medical billing cycles and insurance verification for the Orthofy account with a strong focus on accuracy and compliance. Achieved 100% accuracy in data entry and followed privacy regulations while processing billing requirements.

Medical Billing Insurance Verification & Compliance Customer Operations Attention To Detail Documentation

Interim Team Lead & Support

TELUS International

Jan 2018 - Jan 2021 (3 years)

Served as escalation point of contact for critical Walmart.com customer disputes, using negotiation skills to maintain brand loyalty. Supervised floor operations in real time and delivered premium support for Saks Fifth Avenue, consistently exceeding CSAT and NPS targets.

Escalation Management Team Supervision Negotiation CSAT NPS Improvement Real Time Operations

Customer Service Agent

Sykes

Jan 2017 - Jan 2018 (1 year)

Handled Hotels.com customer inquiries by facilitating global travel arrangements and resolving booking discrepancies in a fast-paced international environment. Delivered reliable support through accurate troubleshooting and timely issue resolution.

Customer Service Travel Support Troubleshooting Fast Paced Environment Communication