Aline Luiz Zeytunlu

• Conducted regular performance reviews for Q&I staff, identifying training needs.
• Coordinated resource planning to execute projects efficiently within budget constraints.
• Monitored employee productivity to pinpoint opportunities for improvement.
• Participated in recruitment by interviewing candidates for open positions.
• Collaborated across departments to streamline workflow processes.
• Assisted in implementing AI tools and machine learning software by developing automated scorecards and advanced reporting systems.

• Guided policy and procedures through sessions and calibrations for supervisors and management.
• Facilitated client listening sessions and onboarding presentations to enhance partner engagement.
• Conducted internal operations listening sessions to identify areas for improvement.
• Created and participated in projects to identify trends and solutions across various clients.
• Translated training documents between English and Portuguese to ensure accessibility.
• Filtered calls according to client or leadership requests for effective communication.
• Collaborated on operations launches.
• Delivered training in Portuguese, Spanish, and English to frontline and CST/ASG teams during on-site, online launch support.
• Enhanced machine learning models by feeding data and analyzing outcomes to optimize quality assurance processes.

• Clients: AT&T and DirecTV
• I started with AT&T providing technical assistance for cellphones and tablets, scheduled callbacks, and troubleshooting.
• After residency, a few weeks on the phone, I went back to training for DirecTV, where I was the first superhero of the month for the program assisting customers troubleshooting television, sound systems, computers, tablets, etc.
• While in the program, I was selected as a peer advisor and graduated with the Bachelor in Technology program from Soluto University.

• I have worked with different postpaid and prepaid carriers such as AT&T, Verizon, Sprint, Cricket, Boost Mobile, T Mobile prepaid Consumer Cellular, and several cellphone device brands.
• Established new customer accounts, upgraded existing accounts.
• Received and processed cash and credit payments for in-store purchases.
• Described the use and operation of cellphones and other electronic devices to customers.
• Maintained friendly and professional customer interactions.

* References and previous work experience available upon request