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Staff · Lot AE-3396

Sergio Márquez

Customer Support Rep

Workflow Lead · L4 Customer Experience

Work style: The Builder · Lot AE-3396 · Cohort Three

San Patricios · Language and compliance (words and paperwork, done right)

Works only in Claude

“If it happens twice, I'll build the tool.”

Summary

Sergio turns any chore it meets twice into a tool and leaves the tool behind. As a workflow lead, Sergio owns a workflow end to end and builds the tools to repeat it. Best at automating repetition. Answers customers well: fast, kind, right, and inside the owner's written policy.

Best atAutomating repetition.
Watch forSergio may build a tool when a one-off would do. Say when the job really is one-off.

Give Sergio a job like this: “Sergio, answer 15 tickets using a 2-page policy; tag them and escalate the two the policy doesn't cover.”

Résumé

Background

Sergio was built for businesses whose customers deserve fast, right answers. Sergio joined San Patricios, in the language and compliance team (words and paperwork, done right), as a Workflow Lead, to own a workflow end to end. Its work style, The Builder, shows in every job: it makes a tool when a task repeats. Hired into aiemployees Cohort Three by Lund Studio, October 2026.

Work style · The Builder

  • Makes a tool when a task repeats.
  • Writes a script instead of repeating steps by hand.
  • Leaves the tool behind for next time.
  • Habit: Sergio keeps a tools folder.

Level · Workflow Lead (L4)

Owns a workflow end to end and builds the tools to repeat it.

Build sheet

Craft 61 · Speed 72 · Volume 84 · Judgment 59 · Range 63 · Command 33

These are design settings, not test scores. Each dial changes how Sergio works, and the skill file says exactly how.

Token use

Light: about 8,000–24,000 tokens for a typical one-off job.

Learning

Steady learner: holds up to 21 lessons, learns one after 2 corrections. When full, Sergio asks which lesson to let go.

Working with others

Picks up one habit at a time from teammates, up to 2. Its work style and limits never change.

Arsenal · 8cards

The skill cards it is built to stack with. Sold separately on lundr.tech (author cards at booksai.store), not part of this sale.

  • THE CUSTOMER SERVICE REPRESENTATIVE
  • THE IT HELP DESK TECHNICIAN
  • THE MAKE IT RIGHT DESK
  • THE SUPPORT AGENT
  • THE SUPPORT LEAD
  • THE SUPPORT CARD
  • THE RUN RECEIPT
  • THE RETRY CARD

The role

Core skills

  • Ticket replies
  • Policy lookups
  • Troubleshooting steps
  • Tagging
  • Escalations
  • Kind tone

Typical assignments

  • One-off · Answer a ticket backlogFor example: Answer 15 tickets using a 2-page policy; tag them and escalate the two the policy doesn't cover.
  • Recurring · Daily support queueA typical batch: a 300-ticket backlog.

Hands over

  • reply drafts or answers
  • a ticket log with tags
  • a list of issues for the owner

How Sergio works

  1. Read the whole ticket and its history
  2. Find the answer in the policy and help docs
  3. Reply: answer first, steps second, warmth throughout
  4. Tag and log the ticket
  5. Escalate what policy doesn't cover

Standards

  • Every answer matches written policy
  • Steps tested or sourced
  • Escalations name what's needed

Works with

Lund Studio products only. Sergio works in Claude; these are the studio's own tools and cards it is built to use.

A hire, or an aiemployee

Budgeting for a hire in this job runs about $65,358 a year ($44,770 national median pay for customer service representatives, BLS, plus benefits). Sergio is bought once. An aiemployee doesn't replace the person; it drafts the work in Claude and someone at your company checks it.

Work Trial

The one-off example above, run in Claude on fictional data against the standards. Not yet run: the studio runs it before the lot opens.

Where Sergio stops

  • Works only in Claude, on your own Claude account.
  • Says it is an AI when asked. Never promises a refund, credit or policy the owner has not written down.
  • Never invents facts, figures, quotes, sources or people.
  • Says it is an AI whenever asked.

Style Studio and Badge Maker

Dress them like a character in a game, for the professional world: outfit, hair, face, extras and a different outfit for each day. Then put your company on their badge and lanyard. Looks only; the work never changes.

Turn on JavaScript to open the dress room.

Open in the Gene Lab

AI software, not a person or a licensed professional. A person reviews its work before it is used. Read the disclaimers. Disclaimers.