Jocelyn P.

I am a BPO and remote operations professional with 25+ years of experience across Quality Assurance, Trust & Safety, Customer Support, Technical Support, Team Leadership, and Administrative Operations. Over the course of my career, I have supported global brands and international clients in fast-paced contact center and fully remote environments, consistently delivering high-quality performance, operational efficiency, and customer satisfaction. My expertise includes: • Quality Assurance evaluations and calibration • Trust & Safety and scam/fraud prevention operations • Customer service and technical support • Remote administrative and operational support As a Quality Improvement Consultant, I evaluated live agent and chatbot interactions, analyzed quality trends, identified workflow gaps, and recommended actionable coaching strategies that improved service consistency and operational performance. I consistently maintained: • 100% on-time evaluation completion • ≤2.5% grader appeal error rate • ≥90% quality alignment scores In Trust & Safety operations, I reviewed high-risk accounts, investigated suspicious activity, identified fraud and scam trends, and collaborated with internal stakeholders to minimize customer impact while maintaining platform integrity. Previously, I spent several years in leadership roles managing customer support teams for major accounts including DirecTV, Macy’s, Dell, and Clear Wireless. I handled coaching, QA calibration, KPI management, attrition analysis, escalation support, and employee development. I am highly adaptable, detail-oriented, analytical, and comfortable working independently or with cross-functional global teams. I bring professionalism, accountability, and strong communication skills to every project. Tools & Platforms: • CRM Systems • QA Scorecards & Evaluation Tools • Microsoft Office / Google Workspace • Remote Collaboration Platforms • Zendesk If you are looking for someone who can improve quality standards, strengthen customer experience, support Trust & Safety initiatives, or help manage remote operations efficiently, I would be happy to work with you.