Nieves Andaluz

Designed and optimized prompts for generative AI applications to improve response quality and accuracy.
•⁠ ⁠Performed QA testing and validation of AI workflows before deployment.
•⁠ ⁠Evaluated LLM outputs and identified opportunities for prompt and performance improvements.
•⁠ ⁠Collaborated with AI Engineers and cross-functional teams to ensure high-quality AI solutions.
•⁠ ⁠Documented operational workflows, QA processes and prompting guidelines.
•⁠ ⁠Monitored project performance through KPIs, dashboards and quality metrics.
•⁠ ⁠Managed client support requests and communicated project updates and insights.
•⁠ ⁠Used VS Code, Claude, ChatGPT, Codex and Linear to support AI development and quality assurance.

• Event building, event checking, pre- / post-reporting, website maintenance, ticket requests and other customer service enquiries.
• Managed international customer inquiries via phone and email.
• Supported bookings, event operations, and ticketing requests using digital tools.
• Resolved customer incidents ensuring seamless experiences.

• Proactively works as part of the internal audit team to monitor and suggest improvements in the internal control environment.
• Collaborated with international teams to resolve discrepancies and ensure quality standards.
• Conducted compliance audits to improve internal processes.

• Handled customer issues in English and Spanish via email, chat, and phone.
• Supported bookings and troubleshooting in a high-pressure environment.
• Trained new team members and flagged recurring issues for process improvements.
• Picked up additional tasks to aid team success.
• Troubleshot problems and diagnosed system faults.
• Met schedule using excellent planning and coordination skills.

• Managed customer accounts and sales in English-speaking markets.
• Provided tailored solutions, handled objections, and fostered loyalty.
• Strong negotiation and objection handling skills.
• Assisted customers with reservations and purchasing decisions.
• Resolved customer queries over the phone and by email.
• Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
• Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
• Actioned and resolved assigned customer queries within target timeframes.