Guillermo Fernández Arias # Multilingual Customer Service Specialist Location Costa RicaDesired Salary UnspecifiedWork preference Full TimeLinksNot setStatus Actively looking Field / Industry Admin & Virtual Assistant * SharePreferences:Relocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet Languages: English - German - Russian - Spanish - Report [Overview](#overview) * [Portfolio](#portfolio) ## About Me I am a multilingual customer experience and quality assurance professional with over 15 years of international experience in fintech, e-commerce, online gaming, and IT support. My expertise lies in fraud investigation, AML/KYC compliance, technical troubleshooting, and team leadership. I thrive in multilingual environments and have a strong performance record in high-volume workflows and regulatory contexts. My goal is to improve service metrics, monitor risk, and align processes with industry standards. Throughout my career, I have developed a keen ability to handle complex customer inquiries and provide effective solutions. I have worked in various roles that required me to be adaptable and responsive to the needs of diverse clientele. My experience in fraud prevention and compliance has equipped me with the skills necessary to identify suspicious activities and ensure adherence to regulatory protocols. I am fluent in Spanish, English, German, and Russian, which allows me to communicate effectively with a wide range of customers. My language skills have been instrumental in providing high-quality support and ensuring customer satisfaction across different markets. I take pride in my ability to connect with people from various backgrounds and cultures. In my previous roles, I have successfully led teams, managed customer service operations, and conducted quality assurance evaluations. I have a strong understanding of customer support platforms and collaboration tools, which I leverage to enhance team performance and improve service delivery. My analytical thinking and cultural awareness have been key factors in my ability to lead and support diverse teams. I am passionate about continuous improvement and always seek opportunities to enhance my skills and knowledge. I believe that staying updated with industry trends and best practices is essential for delivering exceptional customer service. I am excited about the possibility of contributing my expertise to a dynamic organization that values innovation and customer satisfaction. ## Skills ### [Salesforce](https://jobicy.com/talent/salesforce.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md)[HTML](https://jobicy.com/talent/html.md)[Slack](https://jobicy.com/talent/slack.md)[Zendesk](https://jobicy.com/talent/zendesk.md)[Trello](https://jobicy.com/talent/trello.md) ## Experience Freelance Translator & Interpreter @ Several May 2023 - Present Translate technical and business documents (English–German–Russian), provide live interpretation in corporate and client-facing meetings, edit and proofread for grammatical accuracy, tone, and compliance. Financial Customer Service Agent (EMEA) @ MuchBetter Feb 2023 - May 2023 Handled KYC-compliant inquiries, chargebacks, and fraud investigations, provided multilingual support for e-wallets and account access issues, monitored financial transactions and approved withdrawals after manual review, identified suspicious activity and escalated cases in compliance with AML protocols. Customer Service Representative (USA, CA, DE) @ Swarovski Mar 2022 - Dec 2022 Resolved multilingual customer service requests related to orders, returns, and logistics, documented support interactions in Salesforce and ensured SLA compliance, delivered support across North American and European markets. Multilingual Customer Service Agent & HR Support @ CSS Corp (Activision Account) Sep 2019 - Mar 2022 Provided multilingual tech support in German, Russian, Spanish, and English, resolved PC and console gaming issues for users globally, supported internal HR with onboarding translations and employee communications. Customer Service, Quality Assurance and Team Lead @ Xapo Oct 2017 - Jan 2019 Led a team of 20+ agents in a crypto/fintech customer service environment, provided multilingual support (English, Spanish, German, Russian), monitored Bitcoin transactions and ensured AML/KYC compliance, oversaw escalations, QA reviews, performance coaching, and reporting. QA Analyst (Seagate, ViewSonic, Q-See) @ CSS Corp Jan 2017 - Oct 2017 Conducted QA evaluations on voice, chat, and email interactions, worked with the training team to improve SOP adherence and reduce escalations. Fraud Investigator & QA Analyst (EU/NA) @ Amazon May 2015 - Jan 2017 Investigated fraudulent activity in the DE, FR, UK, US, and CA marketplaces, analyzed transactional patterns to enhance fraud detection protocols, audited investigator performance and advised on prevention strategies. Tourism Operations Coordinator @ Turavia Feb 2000 - Dec 2016 Designed and managed tailor-made travel itineraries for German and Russian clients, coordinated 24/7 logistics, vendor communication, and emergency support, collected and applied customer feedback for continuous improvement. ## Education Freie Universität Berlin, Germany 1989/1996 Bachelor’s Degree – Modern Languages (German & Russian) Moscow State University, Russia 1991/1993 Advanced Studies – Russian Language and Literature Universidad Nacional (UNA), Heredia, Costa Rica 1988/1989 French Language Studies – General and Modern Languages Portfolio not available.