Javier C.

I'm an operations leader with over 10 years of experience in customer service, quality assurance, team management, and process improvement. My recent work focuses on evaluating AI-powered customer support workflows and identifying issues that affect accuracy, compliance, and operational performance. As Assistant Director of Operations at Avas Flowers, I help oversee operations involving approximately 100–150 employees through department managers and team leads. I've progressed through multiple leadership roles, giving me hands-on experience with operational troubleshooting, performance analysis, cross-functional coordination, and accountability. My AI quality assurance work includes: - Reviewing AI-generated decisions against standard operating procedures (SOPs) - Testing customer support automation and identifying incorrect outcomes - Investigating discrepancies between CRM records and AI system results - Reviewing API outcomes and escalating technical issues to developers - Documenting defects, root causes, and corrective actions - Tracking issues and coordinating follow-up through Slack and FogBugz - Analyzing QA dashboards, performance trends, and operational reports - Improving workflows, escalation processes, and quality controls I bring a combination of operational judgment, analytical thinking, and practical AI workflow testing experience. My strength is understanding how automated systems should behave in real business situations, identifying where they fail, and helping teams resolve those problems. I'm bilingual in English and Spanish, based in Mexico, and comfortable collaborating with US-based teams. If you need someone who can evaluate AI-supported operations, investigate workflow issues, document findings clearly, and coordinate improvements across teams, I'd welcome the opportunity to help.