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Highly accomplished and versatile professional with over 12 years of experience across customer service, financial collections, quality assurance, human resources, and business management. Proven ability to excel in fast-paced environments, consistently exceeding performance targets, optimizing processes, and fostering strong client relationships. Adept at cross-functional collaboration and committed to continuous learning and professional growth. Fully bilingual in English and Spanish.

Back Office Analyst, Processing Department & Collections Manager at Empire Shared Services (2021-03 – 2024-10)

• Conducted comprehensive bank data analysis and background checks to assess merchant affordability and mitigate future financial risks for Merchant Cash Advance applicants.
• Scrubbed bank accounts to ensure accuracy and compliance, preventing potential issues for clients and the financial institution.
• Gained in-depth knowledge of the money lending business by rotating through various critical departments, enhancing understanding of end-to-end operations.
• Manage Portfolios for different account Statuses (Delinquent, Past due Accounts or Active Late accounts)
• Create an Agenda to have 1 on 1 Sessions with My Team members to discuss both Manager and employee perspectives, prioritizing concerns followed by clarifying questions in order to build a strong and safe relation so then we can provide Honest and Open feedback.

Quality Assurance (QA) Analyst, Merchant Care Department at Empire Shared Services (2021-10 – 2022-08)

• Ensured product and service quality through meticulous documentation, error identification, and process improvement initiatives.
• Developed and implemented quality standards and compliance protocols, significantly improving departmental adherence and overall operational efficiency.
• Conducted rigorous tests and inspections to identify production process and product issues, presenting accurate and effective solutions to the operation.
• Exceeded performance expectations, leading to a promotion into a back-office analytical role due to comprehensive operational knowledge.

Collections Agent, Commercial Asset Recovery at Empire Shared Services (2022-03 – 2022-03)

• Managed a high-volume portfolio of accounts for a Financial Institution, following up with merchants whose accounts were escalated to third-party collection agencies.
• Consistently made 100-150 calls per day, demonstrating strong communication and negotiation skills.
• Regularly exceeded monthly collection goals, achieving over $200,000 in recoveries consistently, with targets increasing due to sustained high performance.

Founder & Business owner at SushiWut Homemade Food Operation (2017-09 – 2020)

• Established and managed a successful family-owned sushi delivery and takeaway business, overseeing all operational aspects from order taking to customer education.
• Developed and implemented effective customer service strategies, advising clients on sushi selections based on preferences.
• Managed sales, order processing, and ensured customer satisfaction, building a loyal client base for a newly established venture.

Human Resources Assistant II (ERC) at Amazon Costa Rica (2014 – 2017)

• Managed a diverse range of HR functions, including screening processes, scheduling interviews for new applicants, and submitting hire eligibility documentation for internal and external candidates.
• Created and resolved trouble tickets for associates regarding payment issues, payroll discrepancies, clock-in/out problems, and timecard reviews.
• Conducted verification of employment, managed new hires, and facilitated termination processes, ensuring compliance with company policies.
• Consistently sought to exceed expectations in HR service delivery, contributing to a thrilling and successful experience in the department.

Customer Service & Technical Support, Audible Account at Amazon Costa Rica (2014 – 2017)

• Provided exceptional customer service and basic technical support for Audible audiobook customers, resolving issues related to book loading and account management.
• Assisted clients with payment processing, book removal, and general inquiries, ensuring a high level of customer satisfaction.
• Continuously improved service delivery through daily performance review and in-depth problem-solving for complex customer interactions via calls and chats.

Team Manager, Sales and Customer Service at RDK Global Sales (2010 – 2013)

• Led and managed a sales and customer service team for an outsourced global warehouse specializing in health/beauty products, financial accounts, and software.
• Provided ongoing support and new resolution options to agents for handling diverse customer situations via phone and email.
• Monitored and maintained key performance indicators (KPIs) including chargebacks, payment cancellations, order processing, and delivery timeframes.
• Conducted weekly 1-on-1 sessions with teammates, providing constructive feedback and sales metrics to exceed company SLA targets (consistently above 85%).
• Scheduled and led team meetings to ensure agents possessed the necessary knowledge and skills for effective inquiry resolution and problem-solving.
• Prepared weekly and monthly comprehensive reports on fraud prevention, withdrawals, payment delays, sales percentages, CSR scores, grading, and productivity.

Supervisor, Sales Department (TR1 - Credit Cards) at Baires Group (2005 – 2008)

• Supervised a team of 15 associates in a sales department focused on credit card Customer Support within the United States.
• Managed customer accounts for balance transfers, new APRs, and credit report inquiries, effectively migrating customer business to our institution.
• Educated customers on account management and financial improvement strategies, enhancing their financial literacy and loyalty.
• Reporting: create weekly performance reports with customer feedback and agent performance & improvement opportunities to Management, focusing in constructive feedback to foster and built a strong Team Relation to accomplished and exceed Team Goals & Targets.
• Resource Management: ensure the Team is always equipped and has the necessary resources, tools and knowledge to perform their tasks in the most proper and professional way.

Quality Department & Customer Service Representative at Sykes Latin America (Capital One Account) (2003 – 2005)

• Handled credit card claims and provided comprehensive customer service for Capital One accounts, resolving issues related to loans, mortgages, APR, balance transfers, and due dates.
• Monitored service scores and provided backup support to supervisors daily.
• Promoted to the Quality Department within six months, responsible for conducting induction training for new hires.
• Performed monthly risk assessments to identify potential vulnerabilities, issue tracking, and root cause analysis to prevent recurrence.
• Provided ongoing training and support to QA team members and other organizational staff as needed.
• Tracked and analyzed key quality metrics to assess performance and identify areas for improvement.
• Ensured products and services complied with relevant regulations and standards.

Customer Service & Recruiting Department (Staff) at Narconon Argentina (2001 – 2003)

• Facilitated communication by translating from Spanish to English for staff and US rehab students, guiding students through the entire program process.
• Managed accommodation and intake procedures for students into facilities.
• Handled calls from prospective customers across the United States, providing pricing, quoting specials, and program information.
• Completed additional training in Brazil to expand service provision globally, gaining valuable international experience.

Business Administration in Business Administration – Universidad Hispanoamericana

Web Design in Web Design – New Horizons

High School Degree – Instituto Yunis San Jose (2002 – 2003)