Luis M.

CX Ops Support | QA Engineer | Process Documentation & SOP Expert

💬 Overview I’m a QA and Operations Specialist with over 7 years of experience supporting both software quality and customer experience operations for fast-moving teams. I bring a detail-oriented approach to identifying gaps—whether in software, customer service workflows, or team processes—and help drive consistent execution across distributed teams. Most recently, I’ve supported cross-functional CX teams between the U.S. and the Philippines, helping leadership implement process changes, coach team leads, and audit communication and service quality. I combine my technical QA background with a people-first mindset, making me effective at supporting both customer-facing teams and backend operations. Whether you need test cases written, a CX workflow audited, or someone to bridge gaps between leadership and offshore teams—I’m here to help. ✅ Skills & Focus Areas - Customer Experience Process Auditing - SOP Development & QA - Software Testing (Manual + Functional) - Test Plans, Test Cases, Regression Testing - Stakeholder Communication & Documentation - Offshore Team Enablement (U.S.–PH alignment) - Zendesk, Gorgias, Shopify, Slack, Notion - Selenium, Cucumber, Gherkin (for QA environments) 🧰 Tools I’ve Worked With - Helpdesks: Gorgias, Zendesk, Freshdesk - E-commerce Platforms: Shopify, Recharge - QA Tools: Selenium, Cucumber, Jira, TestRail - Documentation: Notion, Google Docs, Confluence - Collaboration: Slack, Zoom, Loom 💼 Recent Experience CX Manager for U.S. E-Commerce Brand - Collaborated with U.S. CX leadership to implement SOP rollouts across a PH-based team - - Audited over 1,000 support tickets for quality and compliance - Built internal feedback loops to improve agent performance and documentation clarity - Facilitated onboarding and alignment sessions for new hires and team leads QA Test Engineer for SaaS Platform - Designed and executed manual test cases across web and mobile platforms - Created test plans and verified user stories met all acceptance criteria - Reported and tracked bugs using Jira and worked closely with dev teams to resolve them - Performed regression testing prior to each release cycle 💬 Soft Skills - Cross-cultural communication - Sharp eye for detail - Process-minded and proactive - Calm, collaborative, and coachable - Comfortable supporting fast-paced teams 🎯 Ideal Projects - Helping U.S.-based teams manage or audit offshore CX operations - Writing or improving SOPs for support teams - Supporting QA test cycles and regression testing - Onboarding documentation or process rollouts - Acting as a liaison between U.S. leadership and international support staff