Carlos C.

I help companies turn customer conversations into better quality, better processes and better decisions. My work covers QA and calibration, voice of the customer analysis, KPI improvement and support operations, especially for teams that are scaling, missing targets or handling high ticket volumes. I have 8+ years of experience in customer and player support, progressing from frontline support to Operations Management. In my most recent role, I led 24/7 remote support operations with 500+ agents across multiple markets, time zones, and 10+ languages. I also redesign QA scorecards, coaching models, and the reporting Team Leads use to improve performance. My focus is making quality results actionable: identifying what agents, Team Leads, and operations leaders need to do next, including in multilingual environments and during peak-volume periods. **AREAS OF EXPERTISE** • Customer Support & CX Operations Management • QA Strategy, Scorecard Design & Calibration • Coaching, Quality Management & Performance Improvement • KPI, SLA & Operational Performance Management • Voice of Customer (VoC) & Root-Cause Analysis • Workforce Management & Capacity Planning • Process Optimization & Escalation Management • Team Lead Development & Performance Management • Reporting, Analytics & Power BI • SOPs, Knowledge Management & Operational Readiness • AI-Assisted Support Workflows & Quality Improvement **HOW I CAN HELP** → Audit an existing support operation and identify performance gaps. → Review QA scorecards, coaching processes, and quality-management practices. → Identify root causes behind recurring customer issues, escalations, and poor performance. → Improve KPIs, workflows, SOPs, and operational reporting. → Help growing support teams strengthen Team Lead effectiveness and operational consistency. → Identify repetitive support processes that may benefit from automation or AI-assisted workflows. → Help CX technology teams assess practical QA requirements and how automated evaluations can support real-world operations. I have hands-on experience with agent-assist and automated-response workflows in live support operations, including tools designed to improve policy accuracy and handle specific ticket types during high-volume periods. My focus is on operational requirements, implementation considerations, and business outcomes rather than AI engineering. I'm comfortable working independently, collaborating with stakeholders, analyzing operational data, and translating problems into practical recommendations and processes that teams can use. If your support operation needs stronger quality management, better performance, or a more scalable operating model, I'd be happy to discuss your goals and how I can help.