Johnathan De La Cruz
Seminole Hard Rock Support Services
Sunrise
2
Languages
1
Certification
10
years of professional experience
Achieved improved accuracy and performance in AI-powered customer experiences through rigorous testing and evaluation of conversational AI platforms, including PolyAI virtual agent solutions.,Delivered actionable insights during user acceptance testing (UAT) for chatbots and voice bots, resulting in enhanced AI interaction quality and defect identification.,Drove collaboration with cross-functional teams to refine test scenarios and validate AI responses, significantly improving automated customer support solutions.
Work History
Quality Assurance Analyst
7 Years 4 Months- Perform quality assurance testing and evaluation of AI-powered customer support solutions, including conversational AI and PolyAI virtual agent platforms.
- Execute user acceptance testing (UAT) for AI voice and chat experiences by creating test scenarios, validating responses, and identifying system improvements.
- Analyze AI interactions to evaluate accuracy, intent recognition, customer experience quality, and overall virtual agent performance.
- Document defects, provide actionable feedback, and collaborate with cross-functional teams to improve AI workflows, knowledge content, and automated customer solutions.
- Develop QA standards, conduct audits, and leverage data-driven insights to enhance AI performance, operational efficiency, and customer satisfaction.
Customer Service Associate
1 Year 10 Months- Assisted global customers with invoice and billing questions during vehicle drop-off, ensuring clarity and satisfaction.
- Resolved invoicing and billing issues while efficiently collecting payments from past reservations, enhancing customer experience.
- Collaborated with companies like Expedia, Hotwire, and Priceline to address inquiries, strengthening business relationships.
- Earned Employee of the Month title in recognition of exceptional contributions shortly after joining.
Customer Service Associate
6 Months- Answered phone calls at contact center, assisting customers with insurance inquiries via Sprint.
- Maintained cleanliness of workspace to ensure a professional environment.
- Managed customer interactions over the phone while maintaining a positive attitude and accurately inputting data into the system.
- Coordinated on- and off-site customer support teams across multiple time zones to ensure consistent service delivery.
Education
Standard Diploma
- Class Ranking: 11 out of 481 students, Dual Enrollment, Advanced Placement and Honor student
- GPA: 4.7
Skills
Achieved high-quality standards in artificial intelligence quality assurance.
Delivered comprehensive testing and evaluation for conversational AI
enhancing user experience.
Secured user acceptance through effective testing methodologies.
Identified critical defects and documented them for continuous improvement.
Streamlined AI knowledge and FAQ management for efficient information retrieval.
Enhanced project outcomes through proficient use of Poly AI and Salesforce platforms.
Certification
Claude code for everyday professionals via LinkedIn
Languages
English
Full Professional
Spanish
Limited Working
Timeline
Quality Assurance Analyst
Seminole Hard Rock Support Services
04.2019 - CurrentRead More
Customer Service Associate
Sixt Rent a Car LLC
05.2017 - 03.2019Read More
Customer Service Associate
IQOR
11.2016 - 05.2017Read More
McArthur High School
Standard Diploma
Read More