Jocelin Duarte

Experience overseeing content projects, performing data analysis for policy implementation, and evaluating outcomes.

• Accomplishments: Utilized SQL and Python for data analysis, gaining valuable insights for strategic decision-making.
• Collaborated with cross-functional teams to develop short-term and long-term strategic plans and led high-impact project s.
• Manage data migrations and ensure consistency in reporting, leveraging tools like Google Sheets,Looker, Tableau, and Superset for data visualization.
• Conduct in-depth analyses to identify issues, determine root causes, and provide recommendations foreffective monitoring and resolution.
• Document and maintain content policy across evolutions and iterations.
• Conduct daily image/video tagging to categorize content, evaluate compliance and safety guidelines.

Established and oversaw a team of 26+ associates spanning three countries, fostering cross-functionalcollaboration for seamless policy and protocol implementation.

• Designed a scalable process to enhance customer interaction quality and compliance across four international contact centers, overseeing 400+ agents, leading to improvements in Average HandleTime and CSAT scores.
• Conducted quarterly site visits to introduce operational guidelines, policy updates, and new QA tools.
• Developed a thorough onboarding program, authored policy documentation in Confluence, and led cross-functional feedback sessions for L&D and Customer support teams.
• Tracked quality assurance metrics and developed scoring methodologies, KPIs, OKRs, bonus structure,and Excel-based scoring tools to improve report accuracy and efficiency.
• Assist operational quality initiatives, analyze data for escalation trends, and perform root causeanalyses on high-priority escalations.
• Have a deep understanding and knowledge of the Latin America market, including local cultural norms and specific discourse on content safety considerations.
• Cross-trained existing employees to maximize team agility and performance.

Aura INC. – Customer Success & Collections Lead

• Experienced in customer-centric in fast-paced, cross-functional environments, and adept at guiding users through app processes and providing top-tier support.
• Assisted users with secure payment setup, document verification, and method usage on the platform.
• Manage escalated customer inquiries while educating customers on credit and finance.

Adecco contractor (onsite at google) – District, Managed a district of 4 team with a total of 30 associates to achieve long-term success and operated as the lead point of contact for all matters specific to the customers online orders

• Analyze and report store operations data and metrics from in- store performance of operations to Fulfillment, and help meet daily, weekly, monthly goals
• Coordinates daily procedures and operations with Store Managers, Fulfillment, and Store Operators.