Nathalia Díaz

- Developed and refined prompt-based evaluation logic for speech analytics models used in automated QA. - Worked with large volumes of call transcriptions to extract performance indicators and behavioral patterns. - Contributed to AI model evaluation and prompt iteration to improve accuracy and relevance of performance scoring. - Designed UX mockups and workflows in Figma to support internal AI-enabled tools. - Collaborated with IT, QA, and business stakeholders to align AI outputs with human performance standards.

- Supported core Human Resources processes including recruitment support, onboarding, training coordination, and employee documentation in compliance with legal and organizational requirements. - Assisted in employee selection and hiring processes, including CV screening, interview coordination, and candidate communication. - Coordinated internal training sessions and employee engagement initiatives, contributing to workforce development and organizational culture. - Maintained and organized HR records, contributing to the digitization and structuring of employee information. - Created internal communication materials and supported HR-led initiatives to improve information flow within the organization. - Provided operational HR support while developing a strong understanding of people processes, compliance, and organizational dynamics.

- Analyzed and interpreted customer intents captured through automated voice systems, accurately classifying requests such as sales inquiries, claims, and support needs. - Routed interactions to the appropriate operational flows based on intent recognition, ensuring efficiency and correct resolution paths.

- Worked within high-volume customer operations, developing a strong understanding of service quality standards, performance metrics, and operational processes. - Managed sensitive and confidential customer information in compliance with data protection and internal quality guidelines. - Applied problem-solving and communication skills to resolve complex customer situations in fast-paced environments.