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Alma R
@sweetbabyjoe
Customer Support QA Specialist
United States
English, Spanish
About me
I am a customer experience and quality assurance professional with years of hands-on experience in call centers and operational support. I specialize in communication quality, de-escalation, and training agents from onboarding through independence. I bring a balance of kindness and accountability to my work, helping customers feel human again while protecting service quality.
Skills
Alma R
Offline •
Average response time: 1 hour
See my services
Customer Support
I will audit and improve your customer service, QA, call center, and operations
Work experience
Senior Legal Intake & Conversion Specialist
Walker Group • Full-time
Nov 2022 - Nov 2025 • 3 yrs
Promoted into a senior role responsible for legal intake, case qualification, and client conversion. Managed high-volume, emotionally sensitive calls while maintaining exceptional customer service and consistently achieving top conversion rates. Specialized in active listening, compliance, and connecting clients with the appropriate legal resources.
Senior Customer Experience & Operations Specialist
Mercato • Full-time
Nov 2018 - Jan 2022 • 3 yrs 2 mos
First customer service hire; scaled support operations during rapid expansion and the COVID-19 pandemic. Handled high-volume escalations involving customers, merchants, and couriers. Developed internal documentation, training videos, and support scripts. Contributed to voice integration for phone systems.
