Priscilla Abarca Sánchez

Delivered actionable insights that contributed to defect rate reduction and cost-saving initiatives.Partnered closely with Operations and cross-functional stakeholders to identify process gaps and proposecontinuous improvement initiatives. Led and participated in calibration sessions to ensure quality alignment, scoring consistency, and shared bestpractices. Reviewed and audited customer support interactions (chat and calls) to ensure compliance with internalquality standards, policies, and customer experience expectations. Conducted deep-dive analyses to identify trends, defects, and root causes impacting customer satisfactionand operational efficiency. Analyzed and coded large data sets to identify recurring contact drivers and prevent repeat customer issues.