Emmanuel Barrezueta
Dublin
Summary
Analytical and customer-focused Product Support professional with experience in global technology and platform operations environments. Strong background in escalation management, quality governance, cross-functional collaboration, and data-driven process improvement. Experienced in supporting operational rollouts, resolving complex issues, and translating insights into actionable improvements that enhance customer experience and workflow stability.
Overview
11
11
years of professional experience
Work history
Subject Matter Expert – Trust & Safety CL12
Accenture
Dublin
2024.09 - 2026.02
- Act as high-level escalation point for complex operational and policy-related issues.
- Support operational transitions and product rollouts through structured quality checks and process alignment.
- Analyse workflow data and customer feedback to identify improvement opportunities.
- Collaborate with cross-functional stakeholders to maintain calibration consistency and workflow stability.
- Deliver performance reports and insights to leadership to inform operational decisions.
- Provide coaching and guidance to reviewers to improve accuracy and consistency.
Customer Relationship Officer
English Path Language Schools
Dublin
2024.07 - 2024.09
- Managed global admissions processes and handled complex customer inquiries.
- Supported process refinement to enhance customer experience and service efficiency.
- Maintained CRM systems (Salesforce, Zendesk) ensuring data accuracy.
- Collaborated with internal teams to deliver client-focused solutions.
Senior Quality Specialist / Subject Matter Expert – Pinterest (Ads Operations)
Teleperformance
Lisbon
2022.01 - 2024.04
- Served as SME for Ads delivery and campaign-related operational issues.
- Reviewed ad content and delivery decisions to ensure compliance with advertising policies.
- Provided real-time escalation support for delivery troubleshooting and campaign performance issues.
- Partnered with Team Leads to improve workflow efficiency and decision consistency.
- Contributed to documentation improvements and knowledge base updates.
- Supported onboarding and mentoring of new reviewers.
Customer Service Representative – Banking Operations
Teleperformance
Lisbon
2020.06 - 2021.12
- Managed high-volume digital banking inquiries and escalations.
- Monitored accounts for compliance and fraud risk indicators.
- Maintained accurate documentation aligned with regulatory standards.
Customer Support Specialist – Airbnb
Voxpro (Telus International)
Cork
2019.02 - 2020.07
- Delivered multi-channel support in a global marketplace environment.
- Resolved escalations while maintaining SLA targets and high CSAT performance.
- Mediated disputes to ensure fair and policy-aligned resolutions.
QA & Tier 2 Technical Support – iOS & macOS
Randstad
Braga
2015.07 - 2018.12
- Resolved escalated technical cases and documented structured solutions.
- Performed KPI monitoring and quality reporting.
- Collaborated cross-functionally to improve user experience and support workflows.
Education
Bachelor of Arts - International Relations & Languages
Universidade do Porto
Skills
- Escalation Management
- Product & Operational Support
- Process Improvement
- Data Analysis & Reporting
- Cross-Functional Collaboration
- Quality Assurance
- Customer Experience Optimization
- CRM & Support Tools (Salesforce, Zendesk)
LANGUAGES
Spanish
Proficient (C2)
English
Proficient (C2)
Portuguese
Proficient (C2)
Affiliations
- video games
- running
- outdoor sports
- reading
- anime
Timeline
Subject Matter Expert – Trust & Safety CL12
Accenture
2024.09 - 2026.02
Customer Relationship Officer
English Path Language Schools
2024.07 - 2024.09
Senior Quality Specialist / Subject Matter Expert – Pinterest (Ads Operations)
Teleperformance
2022.01 - 2024.04
Customer Service Representative – Banking Operations
Teleperformance
2020.06 - 2021.12
Customer Support Specialist – Airbnb
Voxpro (Telus International)
2019.02 - 2020.07
QA & Tier 2 Technical Support – iOS & macOS
Randstad
2015.07 - 2018.12
Bachelor of Arts - International Relations & Languages
Universidade do Porto