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Customer Experience Specialist | Virtual Assistant & Administrative Specialist
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About
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.
Experience
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.
Education
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)
