Independent Writer & Digital Researcher at Freelance (2025-06 – Present)
- Research technical, consumer, and cybersecurity topics using search engines, official sources, and AI-assisted tools, then verify claims before using them in written work.
- Draft, revise, and organize English and Spanish content for clarity, consistency, tone, and audience needs.
- Compare online sources, evaluate credibility and relevance, and document findings in Microsoft Word and Google Docs.
Case Manager at Alta Resources (2023-05 – 2025-06)
- Researched customer accounts, product history, service information, and prior contacts to resolve complex automotive customer-care cases.
- Reviewed records for completeness and accuracy, updated CRM systems, and documented decisions, commitments, and follow-up actions in clear written notes.
- Applied client policies, escalation procedures, privacy requirements, and quality standards while handling sensitive customer information.
- Managed multiple active cases in a deadline-driven environment and reported system errors, unusual account activity, and process gaps to leadership.
Warehouse Worker at Cintas (2023-01 – 2023-04)
- Supported warehouse operations in a fast-paced environment while following established safety, quality, and workflow procedures.
Sales Associate at Lowe's Companies, Inc. (2021-11 – 2023-01)
- Identified customer needs through careful questioning, researched product information, and explained options in clear, practical language.
- Maintained current knowledge across multiple departments and used internal systems and reports to support accurate service and sales decisions.
- Handled a high volume of customer interactions while maintaining safety, professionalism, and consistent follow-through.
- Helped train peers, shared product knowledge, and supported a collaborative customer-focused environment.
Developer at Joven Club de Computación y Electrónica (2014-07 – 2019-05)
- Reviewed webpages and digital elements for content accuracy, usability, and functionality, correcting issues and documenting requirements.
- Researched missing or incomplete information, entered and organized data, and worked with technical staff on WordPress-based solutions.
- Created 2D graphics, animations, diagrams, flowcharts, functional specifications, and project documentation for digital and training content.
- Tested and modified software and interface elements to improve performance and support project objectives.
Technical Specialist (Técnico Especialista) at Radiocuba (2006 – 2014)
- Monitored radio and television broadcast systems, investigated service issues, and worked with engineers to support reliable signal operations.
- Performed root-cause analysis across technical systems, verified equipment functionality, and documented operational findings.
- Extracted, organized, and reviewed monitoring data; created reports, charts, and tables while performing quality-control checks for accuracy.
- Trained staff on procedures and work instructions and handled confidential operational information appropriately.
