01
Run the operation
Virtual Assistance
- ✓ Inbox and calendar organization
- ✓ CRM and records maintenance
- ✓ Client follow-ups and case notes
- ✓ Documentation and research
Available for remote opportunities
Calm systems.
Clearer decisions.
I’m Timothy—a quality, operations, and client-support professional who turns complex workflows into organized, measurable systems.
7+Years in customer
and business operations
and business operations
100+Privacy sites handled
with care and accuracy
with care and accuracy
1,010Records reviewed across
two root-cause studies
two root-cause studies
01 / ABOUT
I don’t just complete tasks.
I make the work easier to run.
My background spans customer service, quality assurance, data privacy, and client engagement. That mix taught me how to see both sides of an operation: the human experience and the numbers behind it.
I’m at my best when a process needs structure, a metric needs a real explanation, or a repetitive workflow can be improved with a smarter system.
BS Computer Science
City College of Angeles · 2019
02 / HOW I CAN HELP
Dependable support,
built around outcomes.
Practical help for teams that need organized execution, thoughtful analysis, and less manual work.
02
Raise the standard
Quality & Insights
- ✓ Interaction audits and calibration
- ✓ Root-cause and trend analysis
- ✓ Coaching-ready feedback
- ✓ Process improvement reporting
03
Remove the busywork
Reporting & Automation
- ✓ Advanced Google Sheets systems
- ✓ Apps Script automations
- ✓ Dashboards and recurring reports
- ✓ Developing Zapier and AI workflows
03 / SELECTED WORK
Systems that turn
information into action.
A selection of reporting, analysis, and workflow projects developed from real operational needs.
QUALITY OPERATIONS
Audit Monitoring System
Designed a Google Sheets and Apps Script workflow that standardized audit records, reduced manual reporting work, and made quality trends easier to act on.
Google SheetsApps ScriptQA Workflow
DATA ANALYSIS
Operational Root-Cause Reviews
Analyzed 420 hold-related calls and 590 short-call records, identifying invalid rates of 22.86% and 8.64% to support focused coaching and process improvement.
Root-Cause AnalysisCall AuditingCoaching
REPORTING
Performance Dashboards
Built automated trackers and dashboards that surfaced performance drivers, recurring risks, and team-level opportunities without making leaders dig through raw data.
Looker StudioExcelVisualization
04 / EXPERIENCE
Built from the frontline up.
Each role added a new lens: customer empathy, process expertise, quality judgment, data discipline, and commercial awareness.
2025 — Present
Client Engagement Specialist
Vie Management
Manage high-volume client conversations with a focus on retention, relationship building, accurate case notes, and revenue-supporting engagement.
2023 — 2025
Data Privacy Analyst
Optery
Executed detailed privacy-removal workflows across 100+ data broker and people-search sites while meeting accuracy, productivity, and turnaround-time standards.
2020 — 2023
Quality Analyst
TaskUs
Audited customer interactions, led calibrations and coaching, performed root-cause analysis, and built reporting tools that turned quality results into actionable decisions.
2019 — 2020
Customer Service Representative → SME
TaskUs
Progressed into a subject-matter expert role, supporting escalations, process questions, quality alignment, and real-time agent guidance.
05 / TOOLKIT
Tools are useful.
Judgment makes them work.
Google SheetsApps ScriptMicrosoft ExcelLooker StudioPower BITableauZapierCRM Systems
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