J.m. Estrella

High-impact Quality Assurance and Operations Consultant with over 6 years of experience driving systemic quality frameworks, risk mitigation, and operational excellence across complex, high-volume corporate environments. Specialized in shifting organizations away from basic compliance checkboxes toward cross-functional integration and sustainable performance optimization.

Quality Assurance Manager at iGaming Industry in the regulated and unregulated market DACH (2025-03 – Present)

• Operational Oversight: Drive end-to-end quality assurance frameworks and operational performance execution for global corporate clients.
• Cross-Functional Integration: Partner directly across AML, KYC, legal, complaints, and training teams to eliminate compliance silos and streamline risk mitigation frameworks.
• Process Overhaul: Continually revise and optimize legacy procedures to turn standard compliance auditing into a measurable engine for systemic business growth.

Team Manager at Booking.com (2023-02 – 2025-01)

• Leadership: Managed a high-performing team of 15+ customer support agents, ensuring consistent KPI delivery and strict SLA compliance.
• Operations: Oversaw Real-Time Management (RTM), workforce planning, payroll validation, and regular operational reporting.
• Development: Conducted targeted performance coaching and developmental sessions to drive team efficiency and alignment.

Senior Customer Service Representative at Intrum (2022-01 – 2022-10)

• Financial Recovery: Managed complex inbound and outbound financial support operations, specializing in debt collection and accounts receivable recovery.
• Negotiation: Negotiated sustainable payment structures and settlement agreements with customers while maintaining strict brand reputation and regulatory compliance.
• Documentation: Maintained rigorous account documentation and financial case histories to ensure legal alignment.

Customer Support Specialist at FREE NOW (2021-05 – 2021-11)

• Resolved highly complex customer, driver, and mobility infrastructure issues via phone and email channels.

Customer Service Representative at Airbnb (Webhelp) (2020-10 – 2021-05)

• Handled global travel support infrastructure and critical escalation paths across voice, chat, and email networks.

Sales Development Representative at Salescode (2020-07 – 2020-10)

• Executed B2B corporate prospecting, market analysis, and high-value pipeline lead generation.

Electrical Engineering – HTL Ettenreichgasse

Information Technology – KMS Glassergasse