Reina

CX Team Lead | QA & Escalation Specialist | Remote-Ready

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Overview

Looking for full-time work (8 hours/day)

at $6.62/hour ($1,280.00/month)

Bachelors degree

Last Active

July 2nd, 2026 (7 days ago)

Member Since

April 25th, 2022

Profile Description

I'm a Customer Experience Team Lead with 4+ years of experience across CX operations, QA, escalation management, and team coaching, currently leading a team in a fully remote environment.

My work sits at the intersection of people and process: I coach agents through structured 1:1 frameworks, own escalation governance across email, SMS, and social channels, and run QA trend analysis to keep CSAT, FRT, and resolution accuracy on track. I've leveraged AI tools, including Claude and ChatGPT, for documentation, SOP drafting, and workflow optimization.

I've collaborated directly with Directors, CCOs, and Senior Managers to align on compliance, risk, and performance priorities. In my previous role, I managed 200+ weekly customer interactions at Amazon, achieving 90% CSAT and a 9.52% transfer rate. I worked across logistics and CX operations for an Australian e-commerce brand, building and documenting workflows, training new hires, and keeping fulfillment airtight.

Tools I work in daily: Gorgias, Zendesk, Shopify, Slack, Google Suite, Brand Bastion, Shipfusion, and Amazon Seller Central.

Open to full-time remote roles in CX leadership, QA, Customer Success, Community Management, or Operations. Available immediately.