I am a trilingual customer support, operations, quality assurance, and data analytics professional based in San José, Costa Rica. I work fluently in Spanish and professionally in English and Portuguese, with experience supporting international remote environments.
I have experience reviewing digital content, enforcing policies, conducting quality audits, and maintaining strict adherence to service-level agreements. I am comfortable identifying trends, documenting findings, and escalating high-risk cases to the appropriate cross-functional teams.
In remote customer support and data operations, I manage end-to-end workflows, platform administration, client issue resolution, and service-performance tracking. I use customer feedback and interaction metrics to help improve CSAT, efficiency, and retention.
I bring analytical skills in SQL, Power BI, and advanced Excel, including Pivot Tables, Power Query, and VLOOKUP. I create reports and dashboards that make operational KPIs and service performance easier to understand and act on.
I am focused on process improvement, compliance, quality standards, root-cause analysis, and delivering reliable customer experiences. I am interested in remote opportunities where I can combine operational support, QA, and data-driven decision-making.
I execute digital content reviews and enforce platform policies while maintaining accuracy and adherence to SLAs.
I perform quality audits, calibration sessions, and operational compliance checks to support productivity and quality metrics. I identify policy-violation trends and escalate high-risk cases to cross-functional teams for resolution.
I conducted physical container inspections and verified product documentation.
I supported compliance with international logistics and inspection standards through accurate review and documentation validation.
University Studies, Business Administration
Completed university studies in Business Administration through the final year.
Certificate, SQL & Database Management
Training in SQL and database management.
Certificate, Power BI Data Visualization
Training in Power BI data visualization.
Six Sigma White Belt, Metrics, QA Essentials & Process Improvement
Certification covering metrics, quality assurance essentials, and process improvement.
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