Leo Carza

Customer support and operations professional with 4+ years of experience across AI data quality, technical support, escalations, customer service, and supply chain operations. Experienced as an ML Data Associate II within AGI Data Services, investigating complex cases, applying detailed guidelines, documenting decisions, troubleshooting technical issues, and improving support processes. Proven ability to maintain quality, productivity, SLA, KPI, and documentation standards in high-volume environments.

ML Data Associate II - AGI Data Services at AMAZON (2025-08 – 2026-08)

• Evaluate AI-generated responses for accuracy, relevance, safety, and human-context alignment.
• Investigate ambiguous cases and apply structured decision-making.
• Document decisions and supporting evidence accurately.
• Identify exceptions and escalate restricted or unclear cases.
• Manage changing priorities while maintaining quality and productivity standards.

Customer Support Level II Specialist at ACCENTURE (2025-03 – 2026-03)

• Managed high-priority customer escalations requiring advanced troubleshooting.
• Performed root cause analysis and coordinated with technical teams.
• Maintained complete case documentation and clear next steps.
• Met SLA, KPI, quality, and productivity targets.

Customer Service Specialist at HP INC. (2021-09 – 2024-09)

• Provided Tier 1 and Tier 2 technical support for commercial printing solutions across U.S. and LATAM.
• Troubleshot hardware, software, connectivity, and printing issues.
• Reduced Average Handle Time from approximately 25 to 20 minutes through a customer-centered documentation framework.
• Maintained 100% QA for six consecutive months.
• Received Outstanding Call recognition on approximately 50% of audited calls.
• Created reusable support resources, follow-up guidance, and FAQ documentation.

Representative Paging Agent at ABBOTT SERVICES (2024-10 – 2025-03)

• Managed time-sensitive calls and physician requests.
• Coordinated representative paging and maintained accurate schedules.
• Delivered timely information in a high-priority environment.

Supply Chain Escalations Analyst at TTA DE CENTROAMÉRICA (2020-02 – 2021-03)

• Monitored parts, orders, and supply chain escalations using SAP and Excel.
• Coordinated follow-ups with internal teams to support resolution.
• Maintained operational records and communicated status, risks, and next steps.

Technical Diploma / High School Equivalent – C.T.P. Jesús Ocaña Rojas