James Díaz Marín

Results-driven Customer Service and Operations Professional with 6+ years of experience in customer-facing and business process environments, including financial services, dispute resolution, fraud analysis, retention, billing operations, escalations, and process improvement. Proven ability to manage complex customer cases, sensitive financial matters, and high-impact service situations while balancing customer needs with operational, compliance, and business requirements. Strong analytical and problem-solving skills, with a proven ability to make sound decisions, adapt quickly, and collaborate effectively across teams.

Recognized as a Top CSAT Performer twice among 250+ professionals. Additional experience supporting peers and new employees through Floor Support during Nesting, as well as SME-level escalation resolution. Fluent in English (C1) and Spanish.

Support Specialist - Goldman Sachs Account | Dispute Specialist | Financial Services - Concentrix - Pavas, San José, Costa Rica

(2025-06)

• Handle complex customer cases involving card disputes, chargebacks, fraud-related cases, and sensitive financial matters while maintaining accuracy, compliance, and customer-focused service.
• Analyze transaction information and customer circumstances to determine appropriate resolutions in accordance with established policies and procedures.
• Balance customer needs with operational policies, risk considerations, compliance requirements, and business objectives.
• Recognized as a Top CSAT Performer twice among 250+ professionals, demonstrating consistent excellence in customer experience and service delivery.
• Selected to provide Floor Support during Nesting, assisting new employees as they transitioned into production and providing guidance on processes and case handling.
• Support peers by sharing process knowledge, assisting with complex situations, and helping identify appropriate solutions.
• Maintain a QA-oriented mindset by identifying potential process gaps and opportunities to improve customer experience and operational effectiveness.

Retention Specialist - Customer Retention & Customer Experience - Qualfon Advanced Technology Center - Belén, San José, Costa Rica

(2025-01 - 2025-05)

• Managed customer interactions with a strong focus on retention, relationship building, and customer satisfaction.
• Identified the underlying causes of customer concerns and developed appropriate solutions based on individual needs and business requirements.
• Used active listening, effective communication, and problem-solving skills to address objections and complex customer situations.
• Balanced customer expectations with business objectives while maintaining a professional and solution-oriented approach.
• Strengthened skills in negotiation, customer advocacy, conflict resolution, and relationship management.

Senior Process Executive - Billing Operations | SME & Escalations | Process Improvement - Infosys BPM - Santa Ana, San José, Costa Rica

(2024-02 - 2024-12)

• Managed complex billing inquiries and escalated cases, providing accurate and timely resolutions.
• Served as an SME for escalations, supporting the resolution of complex cases and helping identify appropriate solutions.
• Collaborated with Finance, IT, and Billing teams to resolve issues and improve cross-functional processes.
• Monitored operational KPIs and contributed to initiatives designed to improve service performance and customer satisfaction.
• Participated in process improvement initiatives focused on operational efficiency, quality, and customer experience.
• Identified process gaps and opportunities for improvement through analysis of recurring issues and operational workflows.
• Applied strong attention to detail, analytical thinking, and problem-solving skills when handling billing-related cases and customer concerns.

Senior Customer Support - Customer Service | Internal Career Progression | Process Improvement - Panda Dynasty - San José, Costa Rica

(2021-04 - 2023-10)

• Progressed through multiple positions within the organization, ultimately reaching a mid-level customer support role.
• Demonstrated consistent performance, adaptability, reliability, and willingness to take on greater responsibilities.
• Handled customer inquiries, complex situations, and escalations in a fast-paced service environment.
• Supported process improvement efforts, identifying opportunities to improve workflows and customer service practices.
• Developed strong operational knowledge through experience across multiple positions within the organization.
• Applied effective communication and problem-solving skills to resolve customer concerns and maintain positive relationships.

Bilingual Customer Service Representative - Customer Service | English/Spanish - Ticowind SA - Arenal District, Guanacaste, Costa Rica

(2018-11 - 2019-04)

• Provided bilingual customer service to English- and Spanish-speaking customers.
• Managed customer inquiries and requests while maintaining professional and effective communication.
• Developed foundational experience in customer relationship management, problem-solving, and service delivery.
• Adapted communication style to different customer needs and situations.

Technical Degree - Executive for Service Centers

High School Diploma - Bachiller en Educación Media