Michael Gonzalez Vargas

Dependable and detail-oriented Customer Service Specialist with over 5 years of experience in retail, call centers, and BPO environments. Proven track record of exceeding KPIs, handling high-volume customer interactions, and resolving escalations with professionalism. Skilled in customer support, account management, and software troubleshooting, with strong adaptability to fast-paced and deadline-driven environments. Currently pursuing a degree in Software

Engineering, combining technical and interpersonal skills to deliver exceptional client experiences.

Bill Gosling Outsourcing (BGO) Customer Service Specialist, GLS

Account

Jan 2025 Aug 2025

Delivered customer support for lending services, handling inquiries regarding accounts, payments, and loan management.

Managed sensitive customer data while ensuring compliance with industry and company guidelines.

Consistently met call handling time, customer satisfaction (CSAT), and resolution rate KPIs.

Collaborated with team leads to improve workflow and streamline service processes.

Amazon Costa Rica Customer Service Associate / Lead Support

2019 2025

Provided frontline support for account changes, billing inquiries, and subscription management.

Promoted to Lead Position, taking escalations and mentoring new hires.

Resolved high-impact customer issues with empathy and efficiency, reducing repeat contacts.

Recognized for exceeding performance metrics in quality assurance, AHT

(average handle time), and first-contact resolution.

SYKES Enterprises Sales Representative II / Customer Service

2017 2018

Assisted customers with technical support and service inquiries, ensuring satisfaction within strict service guidelines.

Achieved top sales performance by upselling products and solutions while maintaining strong customer relationships.

Delivered consistent KPI achievement, including sales targets, service levels,

and compliance metrics.

Retail Merchandiser Experience – Van Heusen, Tommy Hilfiger, AT&T

2013 2017

Assisted customers with product selection and upselling, enhancing revenue.

Maintained store presentation and inventory accuracy.

Built lasting customer relationships through attentive service and problemsolving.

Software Engineering (In Progress) Cenfotec University

Administrative Technician (2016) Fundación Samuel

Focus: Customer Service, Human Resources, Back-Office Administration,

Accounting, English Proficiency