Virtual Assistant I Ops & Admin Specialist | Research | Documentation | Data Val

Documentation Review • Content Analysis • Information Verification • Missing Data Identification • Document Reconciliation • Records Management • Document Organization • Data Validation • Quality Assurance • Microsoft Excel • Microsoft Word

I work in a quality assurance role where I review customer support calls to ensure analysts comply with all policies and procedures while fully resolving customer issues without the need for repeat contact. I evaluate whether analysts have exhausted all available collaborative methods to address customer concerns effectively. In addition to my core responsibilities, I handle ad hoc tasks and facilitate weekly QA calibration sessions, particularly for calls that fall into gray areas, to ensure alignment and consistency between domestic and local quality analysts when making quality decisions.

Experienced in using LLM AI tools through effective prompting and instruction refinement to generate accurate outputs. - Skilled in using AI language models through effective prompting and instruction refinement. - Experienced in crafting clear prompts to generate accurate AI outputs. - Proficient in communicating with LLM AI tools to obtain task-specific results. - Familiar with prompt engineering for AI-assisted workflows and content generation. - Able to guide AI systems using structured and contextual instructions.

I have extensive experience handling customer disputes, including identifying the type of dispute being filed and understanding customer intent. Through this role, I became familiar with a wide range of customer behaviors, from simple inquiries to monetary recovery requests and authentic disputes. A few years later, I transitioned to the merchant side of the dispute process, gaining a full end-to-end perspective. In this role, I managed disputes from first chargeback through pre-arbitration. This experience strengthened my analytical skills and ability to make quick, informed decisions by reviewing documentation against payment brand guidelines. Ultimately, my focus has been on maximizing win rates while supporting merchants and protecting their business interests.