Álvaro Serrano

• Conducted comprehensive quality reviews of the content to ensure compliance with internal policies and client guidelines. • Monitored and evaluated agent performance, providing constructive feedback to improve accuracy, efficiency, and adherence to workflows. • Analyzed large datasets using Excel and Google Sheets, creating automated reports and dashboards to track KPIs and identify performance trends. • Utilized Tableau for data visualization, transforming complex metrics into clear insights

• Delivered policy training and refresh sessions, for both new and experienced team members to understood updates and applied them consistently. • Facilitated calibration sessions in a dynamic and engaging way, creating a positive learning environment that encouraged participation and made complex policies easier to digest. • Partnered with cross-functional teams (training, quality, operations, and client representatives) to resolve policy escalations and maintain alignment. • Supported agents with real-

• Reviewed and moderated social media content to ensure compliance with community guidelines, client standards, and legal requirements. • Assessed user-generated posts, images, and videos with attention to detail, applying policy knowledge consistently across diverse cases. • Identified and escalated sensitive or complex content to senior teams for further review. • Maintained high levels of productivity and accuracy while meeting strict deadlines in a fast-paced, high-volume environment. • Contributed

• Supervised daily store operations, ensuring smooth workflow and motivating the team to deliver excellent standards of customer service. • Assisted in managing staff schedules, delegating tasks, and monitoring performance. • Supported recruitment, onboarding, and training of new employees, fostering a motivated and reliable team. • Oversaw stock control, deliveries, and merchandising to ensure product availability and an attractive store layout. • Handled customer service escalations, resolving issues

• Assisted customers with purchases, inquiries, and product recommendations. • Operated tills, processed payments, and handled cash accurately. • Replenished shelves, organized displays, and checked stock levels to ensure product availability and store presentation. • Supported daily store operations, including cleaning, opening/closing tasks, and adherence to health and safety standards. • Collaborated with colleagues and management to meet store performance targets.

• Dealt and supervised games such as Roulette, Blackjack, Caribbean Poker, and Electronic tables, ensuring accuracy, fairness, and compliance with casino regulations. • Delivered a professional, engaging, and customer-focused experience, maintaining a welcoming atmosphere at the gaming tables. • Managed chips, cash exchanges, and payouts with precision, upholding security and financial integrity at all times. • Monitored player activity to detect irregularities, ensuring adherence to house rules and resp

• Planned and delivered engaging English lessons tailored to adult learners with diverse levels and backgrounds. • Focused on practical communication skills, enabling students to gain confidence in real-life situations. • Designed creative activities and interactive materials to keep classes dynamic, inclusive, and accessible for all participants. • Supported learners individually, identifying strengths and areas for improvement to maximize their progress and motivation. • Promoted a welcoming and respe

• Guided students with progressive lesson plans provided. • Created a friendly atmosphere for students to learn in, and encouraged creativity in a virtual learning environment.

- Assistance to the main instructor in the development of games and activities. - Providing and maintaining the highest level of customer service and ensuring that the place was clean and maintained at all times.

- Bibliographic analysis for the investigation and elaboration of a nutritional product. - Devising of data bases and application of statistic programs for the determination of new biomarkers. - Administrative work helping with the revision and publication of the new clinical treatise. - Organizing paperwork. Making and taking phone calls. Arranging meetings. Sending letters.