Managing and coordinating the content labeling process, leveraging internal and external tools and resources to ensure high-quality data. Providing data engineers, data analysts, and data scientists with recommendations on data collection, problem scope, and quality standards for data labeling processes. Eliciting data labeling requirements from stakeholders and aligning them with business objectives and data strategy. Documenting all the necessary steps and information to deliver labeled datasets successfully (taxonomies, definitions, guidelines, mockups of labeling template). Analyzing labeled data and assessing its quality using various strategies based on statistical methods and quantitative metrics of training sets and labeling processes.

Brainly | Apr 2022 - Sep 2022

Data Labeling Senior Specialist, AI Services

N/A

Brainly | May 2021 - Apr 2022

Content Demand Specialist, Brazil & LATAM

Developed and executed strategies to increase market share, drive traffic and expand content reach. Evaluated and communicated the impact of content initiatives based on predefined KPIs. Actively and continuously contributed to the ideation of new tools, features, and workflows. Utilized tools such as internal CMS, SemRush, SimilarWeb, and Google Analytics on a daily basis.

SOSMATIC | Dec 2020 - May 2021

Quality Coordinator and Knowledge Manager

Developed and executed a comprehensive quality framework/taxonomy for all supported channels, including phone, email, and chat. Conducted and led quality calibrations across clients and analysts to ensure consistency and accuracy. Revitalized the agent onboarding and knowledge base processes, introducing innovative solutions for structuring and presenting the information.

Rubiko | Jul 2020 - Dec 2020

Service Coordinator

Managed and evaluated the Customer Service department with ~70 agents for various markets, including German, Norwegian, Finish, Swedish, EUA, Canadian, and Japanese. Leveraged data and metrics to drive continuous improvements, collaborating with Technology, Quality, HR, L&D, and Customer Service departments to meet their needs. Designed and delivered Monthly Business meetings for all clients, providing insights for service and product improvements. Ensured all brand’s processes were documented and executed at Customer Service.

Rubiko | Apr 2020 - Jul 2020

Performance Leader

N/A

Teleperformance Spain | Feb 2019 - Apr 2020

Global Customer Service Coordinator - Desigual

Launched a support team within the new service provider, fostering a culture of open communication and collaboration. Successfully managed a diverse team of ~60 agents across multiple markets, including Spanish, German, French, Italian, Portuguese, USA, Canadian, Dutch, and Japanese. Developed and implemented quality metrics, and provided regular reporting on performance. Collaborated closely with client departments, including CRM, Social Media, Offline Retail, Fraud, and Legal, to ensure a seamless customer experience. Proactively identified knowledge gaps and developed targeted coaching and training programs to address them.

Webhelp | Jun 2017 - Feb 2019

Customer Service Coordinator - Google g-Tech

Successfully led a team of ~50 agents for Brazilian and Portuguese markets, consistently achieving defined KPIs within established SLA. Oversaw Quality flow within the team, through 1:1's, action, and coaching plans. Collaborated with High Management, SME team, and Client to ensure team and overheads were calibrated. Utilized internal tools, CRM, call logging, and customer satisfaction surveys to extract, analyze, and interpret data. Developed and implemented motivational and organizational actions that were successfully adopted across other teams.

Webhelp | Aug 2016 - Jun 2017

Subject Matter Expert (SME) - Google g-Tech

Provided effective and timely solutions and guidance to first-level Tier agents across the globe through various communication channels, including voice, chat, and email, covering Payments, Digital content, and Hardware domains. Examined contacts from Tier 1 agents and pinpointed the root causes of dissatisfaction with support interactions. Designed and facilitated team huddles, updating on new product/feature launches or emerging issues. Collaborated with Risk, Sanctions, and other support teams to maintain platform security and compliance with AML regulations.

Webhelp | Feb 2016 - Aug 2016

Technical Support Representative - Google g-Tech

hardware, and payment issues, ensuring a high level of customer satisfaction and efficient resolution of concerns.

My Education

Take a look at my formal education

Bachelor of Fine Arts - BFA, Dramatic Arts and FilmmakingNew York Film Academy | 2014

Create Your Data Portfolio for Free