Steven Pineda Ramos # Customer Experience, Operations, and Sales Professional Location Costa RicaDesired Salary UnspecifiedWork preference Full TimeLinks Status Actively looking Field / Industry Customer Success * SharePreferences:Relocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet Languages: English - Portuguese - Spanish - Report [Overview](#overview) ## About Me I am a results-driven Customer Experience, Operations, and Sales professional with over 5 years of international experience in aviation and luxury hospitality environments. Throughout my career, I have successfully supervised teams of up to 15 staff members while supporting revenue growth through operational efficiency, service optimization, and upselling strategies. I have a proven track record of managing high-volume operations with over 300 daily customer interactions, improving service efficiency, and maintaining high customer satisfaction standards in fast-paced international settings. Currently, I am expanding my expertise in Data Analysis, Power BI dashboards, AI-powered tools, and business digitalization. I have hands-on project experience enabling data-driven decision-making, workflow efficiency, and process improvement. I am recognized for my strong communication, leadership, and problem-solving abilities, always maintaining a customer-first mindset and adaptability to multicultural environments. I am fluent in English at a professional level (C1) and a native Spanish speaker, with strong cross-cultural communication skills. I am actively seeking fully remote roles in Customer Success, CX Operations, or Account Management where I can leverage my skills and experience to drive business growth and enhance customer satisfaction. My core competencies include customer experience and client relationship management, data analysis and reporting, sales support and lead generation, process improvement, operations coordination, communication and negotiation, team leadership and supervision, cross-department collaboration, problem solving and service recovery, and administrative and front desk management. Technically, I am proficient in Microsoft Excel for data analysis, CRM systems, Power BI for dashboards and data visualization, Google Workspace, artificial intelligence tools, Microsoft Office Suite, reservation and booking systems, AWS (basic knowledge), and Opera Cloud PMS. I have also completed various professional trainings and certifications to enhance my skills in customer service, data analysis, and digital tools. I am passionate about building innovative solutions such as TicoFlow, a SaaS-based tourism and hospitality booking management platform, aimed at improving operational efficiency for local businesses in Costa Rica. My experience spans multiple countries including Costa Rica and Ireland, where I have held leadership roles in prestigious hotels and airline customer service operations. ## Skills ### [Communication Skills](https://jobicy.com/talent/communication-skills.md)[Project Management](https://jobicy.com/talent/project-management.md)[Problem Solving](https://jobicy.com/talent/problem-solving.md)[Data Analysis](https://jobicy.com/talent/data-analysis.md)[Account Management](https://jobicy.com/talent/account-management.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Customer Success](https://jobicy.com/talent/customer-success.md)[Lead Generation](https://jobicy.com/talent/lead-generation.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Client Relationship Management](https://jobicy.com/talent/client-relationship-management.md)[Google Workspace](https://jobicy.com/talent/google-workspace.md)[Conflict Resolution](https://jobicy.com/talent/conflict-resolution.md) ## Education Technological Institute of Costa Rica 2020 - 2022 English Language Program NED College, Dublin, Ireland 2025 - 2026 C1 English Program LinkedIn Learning 2026 Power BI Essential Training LinkedIn Learning 2026 Analytical Thinking to Drive Insights LinkedIn Learning 2026 Introduction to Data Analysis using Microsoft Excel LinkedIn Learning 2026 Artificial Intelligence Foundations: Machine Learning Google / Coursera 2026 Business Digitalization with Google Tools Oracle 2026 Opera Cloud Front Desk Training Four Seasons 2024 Customer Service Excellence Training Four Seasons 2023 Butler Service Training United Airlines 2022 Customer Service Training ## Experience Independent Consultant – Customer Experience & Digital Operations (Remote) @ Self-employed / Entrepreneurial Projects Feb 2026 - Present Building TicoFlow Solutions, a technology infrastructure and digital services company targeting hotels and businesses in Guanacaste, Costa Rica. Developing TicoFlow, a SaaS-based tourism and hospitality booking management platform. Applying data analysis skills (Power BI, Excel) to design operational dashboards and business digitalization strategies for local clients. Front Desk Supervisor @ The Mont Hotel – O'Callaghan Collection Jul 2025 - Jan 2026 Supervised daily front desk operations in a high-traffic international hotel serving 200+ rooms and international guests. Managed 300+ guest interactions per day while maintaining service quality, operational efficiency, and guest satisfaction standards. Coordinated staff schedules, task assignments, and workflow management for teams of 8 – 12. Resolved guest complaints and complex service situations with documented recognition from management (Crisis Management Award). Supported administrative reporting and operational performance monitoring. Front Desk Team Leader @ Royal Marine Hotel Jan 2025 - Jul 2025 Led reception operations for a 200-room hotel handling high guest volumes and peak occupancy periods. Supervised front desk staff and ensured compliance with service standards. Assisted with reservations, guest communication, and operational coordination. Managed billing inquiries, payments, and customer service issues. Head Front Desk Receptionist / Concierge @ Four Seasons Resort Costa Rica Nov 2022 - Dec 2024 Delivered premium guest services in a luxury resort with over 300 accommodation units and high-profile international clientele. Coordinated VIP guest logistics, transportation, and reservations. Managed guest requests and complex service recovery situations. Organized group reservations and operational logistics. Collaborated with multiple departments to ensure seamless guest experiences. Recognized as Top Performer. Customer Service & Communications Agent @ United Airlines / Swissport Feb 2019 - Nov 2022 Provided bilingual customer support to international airline passengers in a high-volume airport environment. Assisted with flight operations, reservations, and boarding procedures. Resolved travel disruptions, schedule changes, and passenger concerns under time pressure.