Sandra Zegarra O'Donnell
Resumen profesional
Results-driven professional with strong experience in Quality Assurance, Trust & Safety, and hospitality operations. Proven ability to monitor quality standards, interpret policies, analyse KPIs, optimise processes, and collaborate with cross-functional teams in fast-paced international environments. Combines analytical thinking, stakeholder management, team leadership, and customer-facing excellence with hands-on experience in content moderation quality, restaurant supervision, inventory control, and service operations. Remote-ready and adaptable, with a strong commitment to accuracy, efficiency, and continuous improvement.
Datos destacados
12
12
years of professional experience
4
4
years of post-secondary education
Experiencia
Quality Support Analyst
TELUS International Barcelona
Barcelona
2021.10 - 2026.04
- Ensured quality, consistency, and policy alignment across content moderation operations for client platforms.
- Conducted in-depth quality reviews of moderation workflows and assessed compliance with client policies and community guidelines.
- Identified performance gaps and improvement opportunities in accuracy, consistency, and team execution.
- Supported internal calibration processes to align decision-making across moderation teams and reinforce quality standards.
- Collaborated with cross-functional stakeholders to resolve complex policy-related cases and improve operational workflows.
- Monitored KPIs and performance trends, providing analytical insights and data-driven feedback to improve moderation outcomes.
- Strengthened expertise in quality assurance, policy interpretation, performance analysis, process optimization, and stakeholder collaboration within Trust & Safety environments.
Restaurant Supervisor / Head Waiter
Marriott Hotel - Coya Restaurant
2020.10 - 2021.09
- Oversaw daily front-of-house operations, ensuring exceptional guest service and smooth service execution in a fast-paced hospitality environment.
- Welcomed and seated guests, presented menus, addressed dietary requirements, and delivered a personalised dining experience.
- Supervised and trained waitstaff and food runners, supporting team development, service consistency, and operational excellence.
- Participated in recruitment and onboarding of new team members while promoting teamwork and high service standards.
- Managed beverage and stock inventory, supplier orders and payments, and cash opening and closing procedures.
- Ensured compliance with hygiene, food safety, and health regulations in line with hospitality standards.
- Coordinated daily recommendations, menu updates, and service requirements for reservations and special events with chefs and management.
- Used Amadeus to support reservation management, guest information handling, and service coordination.
- Delivered personalised service to VIP guests, including members of the Qatari royal family, with discretion and professionalism.
Customer Succes
NH Soluciones Integrales
Lima, Perú
2014.03 - 2019.06
- Acted as the primary point of contact for key industrial and mining clients, ensuring alignment between technical solutions (pumping systems, metal structures) and client business goals.
- Spearheaded the onboarding process for large-scale engineering projects, ensuring seamless integration of industrial equipment and civil works into client operations.
- Developed and executed proactive retention strategies, achieving high levels of client loyalty by identifying operational risks before they impacted productivity.
- Partnered with the Engineering and Maintenance teams to translate client feedback into technical improvements and faster response times for on-site services.
- Identified expansion opportunities within existing accounts, successfully promoting preventive maintenance contracts and additional engineering services.
- Conducted periodic performance reviews with stakeholders to analyze ROI and the operational efficiency of installed hydraulic and mechanical systems.
- Synthesized complex client requirements from the mining and construction sectors to guide the internal product and service development roadmap.
- Monitored and reported on key health metrics, including Client Satisfaction (CSAT), Net Promoter Score (NPS), and project delivery timelines.
Formación
Business Administration Technician - Administrativo
Instituto ISIL
Lima - Perú 2010.03 - 2013.12
Google Digital Marketing Certificate - undefined
Enfatiza tus habilidades clave
Quality Assurance
Trust & Safety
Content Moderation
Policy Analysis
KPI Monitoring
Process Improvement
Cross-Functional Collaboration
Stakeholder Management
Performance Analysis
Team Leadership
Staff Training
Customer Service
Front-of-House Operations
Inventory Management
Cash Handling
Reservation Management
Amadeus
Remote Work
Microsoft Office
Google Workspace
KPI reporting and performance tracking
Content moderation QA workflows
Reservation and guest coordination systems
POS and payment systems
Inventory and stock control
Cash handling and reconciliation
Staff scheduling and shift planning
Analytical thinking
Attention to detail
Policy application
Confidential information management
Training support
Calibration
Process improvement initiatives
VIP guest management
Idiomas
Inglés
Avanzado
C1
Español
Nativo
C2
Catalán
Básico
A2
Cronología
Quality Support Analyst
TELUS International Barcelona
2021.10 - 2026.04
Restaurant Supervisor / Head Waiter
Marriott Hotel - Coya Restaurant
2020.10 - 2021.09
Customer Succes
NH Soluciones Integrales
2014.03 - 2019.06
Business Administration Technician - Administrativo
Instituto ISIL
2010.03 - 2013.12