Quality Analyst @Cognizant (Portugal)
March 2023 - March 2024: Generative AI
Led the implementation of quality processes for an AI project, published MBR/WBR and RCA reports, managed call calibration with QA partners, ensured compliance, and provided feedback to agents.
April 2024 - Present: Legal Operations
Processed privacy and defamation requests from global entities, assessing validity and removing content violating DMCA and DSA laws.
Passenger Service Agent @Lufthansa (Germany)
June 2022 - February 2023
Delivered exceptional customer service for Lufthansa, handling check-in, boarding, pre/post-flight procedures, and assisting passengers during regular operations, delays, cancellations, and special assistance situations.