Bilingual Operations Team Lead with 3+ years of experience managing high-volume customer and player support teams for U.S.-based clients. Proven track record in performance management, KPI tracking, quality assurance, and team development all in fast-paced, remote environments.
Experienced in chat and email support operations, with a strong background in coaching agents, analyzing data, and optimizing workflows to drive both team performance and user satisfaction. My experience with StubHub a high-engagement entertainment platform with passionate users has given me a strong foundation for understanding user behavior and delivering exceptional support experiences, skills that translate directly to gaming environments.
Passionate about building high-performing teams, improving processes, and adapting quickly to new industries and tools.
