Sebastian Asael Wensez Felix
Tijuana
Summary
Customer Service and Quality Analyst with over 3 years of experience in contact center environments, including healthcare and customer support operations. Strong expertise in quality monitoring, performance analysis, and customer experience improvement. Proven ability to evaluate interactions, ensure compliance, and provide actionable feedback to drive service excellence. Advanced English proficiency with experience supporting U.S & U.K based customers.
Overview
3
3
years of professional experience
Work History
Quality Analyst
TaskUs
Tijuana
02.2024 - 01.2026
- Conducted in-depth evaluations of customer interactions to ensure compliance with quality standards, policies, and client expectations.
- Identified performance trends and root causes through scorecards, audits, and data analysis.
- Provided structured feedback and coaching insights to improve agent accuracy, tone, and resolution effectiveness.
- Partnered with Operations and Training teams to support continuous improvement initiatives.
- Ensured consistency in scoring through calibration sessions and adherence reviews.
- Monitored compliance related to scripts, procedures, and customer experience guidelines.
Customer Service Representative
TaskUs
Tijuana
09.2023 - 02.2024
- Delivered high-quality customer support across voice and digital channels in a fast-paced environment.
- Handled complex customer concerns while maintaining professionalism and empathy.
- Followed internal processes to ensure accurate documentation and issue resolution.
- Met performance metrics related to quality, productivity, and customer satisfaction.
- Adapted quickly to policy updates and operational changes.
Customer Service Representative
CCSI
Tijuana
01.2023 - 08.2023
- Assisted insured members in California with scheduling non-emergency medical transportation for healthcare appointments.
- Coordinated trip details including pickup times, locations, and special mobility requirements.
- Ensured accuracy and compliance with healthcare-related procedures and privacy standards.
- Communicated clearly with members, providers, and internal teams to prevent appointment disruptions.
- Managed sensitive situations with empathy, attention to detail, and professionalism.
- Maintained detailed records to support service continuity and quality assurance.
Education
High School Diploma -
COBAES
Culiacan, Sinaloa, Mexico06-2021
Bachelor’s Degree in Translation And Interpretation - Language Interpretation And Translation
UNIPAC
Tijuana, B.C., MexicoSkills
- Quality Auditing & Call Monitoring
- Customer Experience Optimization (CX)
- Performance Metrics Analysis (QA, CSAT, AHT)
- Actionable Coaching & Feedback Delivery
- De-escalation & Call Control Techniques
- Compliance & Policy Adherence
Timeline
Quality Analyst
TaskUs
02.2024 - 01.2026
Customer Service Representative
TaskUs
09.2023 - 02.2024
Customer Service Representative
CCSI
01.2023 - 08.2023
High School Diploma -
COBAES
Bachelor’s Degree in Translation And Interpretation - Language Interpretation And Translation
UNIPAC