Pento

Detail-oriented and adaptable Customer Experience & Administrative Specialist with 6+ years of combined experience in high-volume call center environments, fraud prevention, and remote operations management. Proven track record of exceeding NPS metrics, managing calendar/reservation logistics, performing data analysis, and delivering seamless bilingual (English/Spanish) support. Skilled in customer verification, payment processing, process optimization, and virtual administrative workflows.

Customer Service Representative / Fraud Specialist at FOUNDEVER (Capital One Account) (2023-01 – 2025-01)

• Executed high-volume inbound call support, performing identity verifications (Proving Questions) and detailed fraud analyses to safeguard client accounts.
• Processed secure credit account payments, issued card replacements, and resolved complex customer disputes in real time.
• Partnered with international cross-functional fraud units and support teams to accelerate account recovery and complex case resolutions.
• Maintained top-tier Net Promoter Scores (NPS) and consistently earned performance bonuses for service accuracy and caller empathy.

Program Assistant & Project Analyst at TROPICAL SCIENCE CENTER (Monteverde Reserve) (2022-01 – 2023-01)

• Delivered comprehensive bilingual administrative and virtual assistant support, managing daily data entry, executive emails, and operational reporting.
• Optimized sales flows, tool rental tracking, and visitor scheduling systems to improve organizational efficiency across facilities.
• Achieved record sales performance and received formal institutional recognition for outstanding customer service and administrative support.

Operations & Customer Service Administrator at DONGUI'S CABINS (2019-01 – 2022-01)

• Managed end-to-end operational scheduling, guest reservations, invoicing, cash handling, and vendor coordination independently.
• Handled high-volume phone and email communications with both local and international guests, ensuring fast issue resolution.

IT Essentials – Tech Academy (2024-01 – 2024-01)

Primary Care Technical Assistant – UNIBE (2021-01 – 2021-01)

Conversational English for Tourist Services – INA (2020-01 – 2020-01)

Digital Animation Technician – INA (2019-01 – 2019-01)

High School Diploma – Liceo de Tarrazú (2018-01 – 2018-01)