Lucia Negara

• Led end-to-end process improvement initiatives using Lean and Six Sigma methodologies, independently driving projects while partnering with cross-functional teams to implement scalable, sustainable solutions
• Designed and implemented comprehensive process improvement frameworks, including audit standards, runbooks, and operational methodologies to ensure consistency and quality across teams
• Built and optimized audit systems and evaluation rubrics from the ground up, enabling structured performance assessment and continuous improvement
• Leveraged experience in developing and integrating LLM-based AI tools to enhance process efficiency, automate analysis, and support decision-making
• Acted as a key team facilitator, collaborating with stakeholders to conduct workshops, identify bottlenecks, and co-create effective solutions
• Evaluated data from KPIs, quality metrics, and VOC feedback to uncover inefficiencies and present actionable insights to senior leadership, driving informed decision-making
• Mentored junior analysts and PI specialists, strengthening team capabilities and promoting best practices in process improvement methodologies
• Produced clear, data-driven reports and presentations, ensuring stakeholder alignment and supporting strategic decisions
• Reviewed test cases to verify compliance with quality standards.
• Designed and sustained automated testing scripts to enhance efficiency in quality assurance.

● Identified and eliminated targeted CX process inefficiencies to ensure compliance with internal guidelines.
● Conducted analyses of targeted customer experience processes, highlighting critical areas for enhancement and proposing solutions.
● Develop and maintain process models,
including flowcharts and operational documentation.
● Collaborate with the QA team to analyze
support interactions and launch targeted PI projects for continuous improvement.
● Implemented, supported, and monitored process improvement initiatives across global teams.
● Stay current on industry best practices and tools for process improvement.

● Implemented process improvements to enhance efficiency in quality testing workflows.

● Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.

• Assisted customers with inquiries about subscription services and content offerings.
• Resolved technical issues related to streaming and account access for users.
• Provided timely support through live chat and email communication channels.
• Documented customer feedback to improve service quality and user experience.
• Collaborated with team members to enhance workflow efficiency in customer support.
• Educated users on platform features and troubleshooting techniques effectively.
• Maintained a high level of customer satisfaction by providing accurate and helpful responses.
• Processed refunds, returns, exchanges, and order cancellations according to policy.

• Managed high volume of incoming calls efficiently, maintaining professionalism and reducing wait times.
• Handled inbound and outbound calls, providing clear communication tailored to individual needs while ensuring customer satisfaction
• Assisted clients with scheduling services, information requests, and problem resolution
• Communicated patiently and respectfully with individuals with various physical, sensory, or cognitive disabilities
• Used adaptive communication techniques (e.g., relay services, simplified language) to ensure understanding
• Coordinated with service providers and support teams, facilitating timely assistance for clients
• Handled urgent situations and escalated issues to appropriate personnel
• Ensured confidentiality and compliance with privacy regulations