Susana Zambrana Assistant project manager

Assistant project manager

ModSquad

Nov 2021 - Current (4 years 9 months)

Assistant project manager for various projects including content moderation, engagement and support.

Customer Support Manager

Mozio

Apr 2019 - Oct 2020 (1 year 7 months)

- Management of a team of 8-10 agents at a ground transportation company. - QA and KPI reports on agents' performance. - Point of contact for escalated cases from the T2 team. - Leader of the collaboration team for our supplier QA project. Liaison between the customer support and supply teams with our largest supply partners. - Leader of the translation team. Collaborated with colleagues and freelancers to translate our site and app content into different languages.

Customer Support Representative

Mozio

Jul 2018 - Mar 2019 (9 months)

- Handling of support requests through different channels (phone, chat, email) - As a Tier 2 agent I handled escalations that Tier 1 was not trained for. - Resource site review and update. - Translation project lead.

H

- Field Auditor (contract)

HS brands, Remote

Sep 2017 - Jun 2018 (10 months)

- QA and research as a mistery shopper for a major credit card client for a product launch in the Caribbean region.

Head of Operations

Natural English

Feb 2013 - Oct 2013 (9 months)

- Account management of corporate and individual clients. - Management of the marketing, admin and academic departments. - Legal representation for the company.

Academic Coordinator

Natural English

Sep 2011 - Oct 2013 (2 years 2 months)

In charge of the academic department operations.

English as a Second Language teacher

Natural English

Jun 2007 - Sep 2011 (4 years 4 months)

ESOL teacher

Susana Zambrana

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Susana Zambrana new_releases

About

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Susana Zambrana