Customer Success Manager

Provide independent remote operational and data support for an international online gaming and betting platform. Review operational records, user transactions, account information, and financial figures while maintaining strict accuracy and confidentiality.

Verify information against compliance procedures, identify discrepancies, perform recurring calculations and account or balance checks, and escalate issues clearly when necessary. Work independently to meet recurring deadlines and quality standards.

Provided customer and operational support for Blackbaud/YourCause through phone, chat, and digital support channels. Assisted international customers with account issues, platform processes, service requests, and general questions.

Investigated problems, delivered policy-aligned solutions, managed escalations and complex cases, and maintained accurate CRM records. Handled sensitive customer information in accordance with confidentiality and data-handling requirements.

Coordinated operational activities for an international technology project involving AI, Web3, and digital products. Supported project organization, onboarding, documentation, and communication across remote workflows.

Learned technology platforms and processes quickly, translated complex information into practical steps, and supported Stellar ecosystem onboarding. Contributed to the coordination and development of the $JFISH token project and AI-related evaluation activities.

Coordinate Costa Rica's participation in an international youth program involving applicants, delegates, universities, institutions, and international stakeholders. Led a five-person coordination committee through the application and selection process.

Coordinated approximately 300 applications and supported the selection of 13 delegates under international guidelines. Managed communications, documentation, evaluations, onboarding, participant follow-up, and confidential personal documents.

Provided customer and operational support for account-related requests and financial information. Assisted customers with account questions, issues, and processes requiring accuracy and detailed attention.

Reviewed customer data, financial records, and documentation according to credit-analysis procedures. Handled sensitive financial information while following strict compliance and operational-security guidelines.

Provided bilingual technical and customer support for Apple products and services. Diagnosed reported technical and account issues through structured troubleshooting and guided customers through solutions and product processes.

Managed high-volume interactions while maintaining service quality and efficiency. Documented cases in CRM platforms and used active listening, empathy, and de-escalation techniques to support frustrated customers.

Coordinated sales activities and customer relationships within an assigned territory. Supported sales representatives with product information, processes, and customer needs.

Promoted products and identified opportunities to increase sales and customer engagement.

Coordinated communications and documentation involving international stakeholders across different cultural contexts.

Supported international relations activities through organized communication and documentation management.

Completed coursework equivalent to the second year of study.

Completed coursework equivalent to the third year of study.

Google Data Analytics Professional Certificate in progress.

Russian language studies completed through a cultural program in Costa Rica.