Customer Success & QA Specialist with 8+ Years Experience

NICOLE ULERIO

Customer Success Specialist Quality Assurance Analyst

Miami, FL / Austin, TX 786-***-**** ************@*****.*** PROFESSIONAL SUMMARY

Bilingual (English/Spanish) Customer Service professional with over 8 years of experience in technical support, quality assurance (QA), and team leadership. Proven track record of improving service quality scores and managing high-volume ticket queues for tech and telecommunications companies. Skilled in conflict resolution, detailed documentation, and CRM management. Adept at identifying process gaps to enhance user satisfaction and reduce resolution times in remote and fast-paced environments. CORE COMPETENCIES & SKILLS

● Customer Support: Ticket Management (Zendesk/Salesforce style workflows), Troubleshooting, Escalation Management, Retention Strategies.

● Quality Assurance (QA): Call & Chat Monitoring, Scorecard Grading, Agent Coaching/Feedback, Compliance.

● Tools & Tech: CRM Software (Zendesk/Salesforce familiarity), Slack, Google Workspace, MS Office, Ticketing Systems.

● Soft Skills: Conflict Resolution, Empathy, Active Listening, Adaptability, Cross-functional Communication.

● Languages: Spanish (Native) English (Fluent/Professional). PROFESSIONAL EXPERIENCE

ModSquad Remote Quality Analyst - Messaging 2023 – 2025

● Audited and evaluated 200+ weekly customer interactions (chat/email) to ensure compliance with company quality standards and brand voice.

● Provided constructive feedback and coaching to a team of agents, resulting in an improvement in overall Quality Assurance (QA) scores.

● Identified recurring service issues and reported trends to management, contributing to updates in the internal knowledge base.

● Collaborated with team leads to calibrate scoring criteria, ensuring fairness and consistency across the support department.

ModSquad Remote Customer Service Advisor (Music App Project) 2021 – 2023

● Delivered Tier-2 level support for a major music streaming platform, resolving complex issues related to billing, account access, and technical bugs.

● Managed high-volume inbound inquiries via email and chat, maintaining a Customer Satisfaction (CSAT) score of 94% (target: 90%+).

● Handled sensitive escalations efficiently, de-escalating frustrated users through empathetic communication and swift problem-solving.

● Documented technical glitches and user feedback in the ticketing system for the engineering team to review.

Alorica Inc. Dominican Republic Customer Service Lead 2019 – 2021

● Supervised a team of 8 agents for a major telecommunications provider, overseeing daily performance metrics and attendance.

● Handled supervisor chats (escalations), resolving critical disputes regarding service interruptions and billing discrepancies to prevent churn.

● Mentored new hires during the onboarding process, helping them adapt to tools and scripts to reduce ramp-up time.

● Analyzed team KPIs (Average Handle Time, First Call Resolution) and implemented strategies that improved team efficiency.

PH Mercantil, SRL Dominican Republic Sales & Customer Service Advisor 2015 – 2019

● Provided specialized technical consultation on industrial machinery, assessing client needs to recommend tailored product solutions.

● Managed the end-to-end sales cycle, from initial inquiry to post-sale support, ensuring long-term client retention.

● Resolved technical inquiries in-person, building strong relationships with key accounts and ensuring high levels of customer satisfaction. EDUCATION

Miami Ad School Miami, FL Advertising & Creative Portfolio Program 2023 – 2025

(Highlighted transferable skills: Strong written communication, attention to detail, and digital literacy)

Pontificia Universidad Católica Madre y Maestra (PUCMM) Associate Degree in Advertising & Digital Channels 2021 – 2023

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