Professional Overview

I am a compassionate, highly versatile customer service and support professional with a strong academic foundation in psychology and multi-industry experience spanning fintech, educational support, financial services, and technical troubleshooting. By combining behavioral insights with advanced problem-solving, I excel at navigating high-stress situations, resolving complex client concerns, and mitigating corporate risk. A trilingual communicator with advanced emotional intelligence, I balance deep empathy with strict compliance to build trust and deliver seamless, people-centered service experiences.

Core Skills & Expertise

• Risk Mitigation & Incident Analysis: Evaluating customer transactions and behavior patterns using advanced risk assessment tools to proactively detect fraud, enforce AML guidelines, and protect financial ecosystems.

• Crisis De-Escalation & Conflict Resolution: Managing high-volume, sensitive communications across digital and voice channels while preserving a calm, professional, and empathetic disposition under pressure.

• Individualized Support & Process Coordination: Designing instructional materials, delivering specialized training, and facilitating group dynamics to support diverse customer, student, and team learning styles.

• Cross-Functional Compliance Alignment: Partnering directly with IT, legal, compliance, and training divisions to isolate systemic workflow friction, escalate technical anomalies, and update internal control policies.

• Trilingual Cross-Cultural Communication: Interfacing seamlessly with international client bases using native Spanish, professional C1 English, and functional Mandarin Chinese.

Tools & Technology

• Operational & Risk Frameworks: Anti-Money Laundering (AML) Guidelines, Risk Assessment Systems, Fraud Detection Tools, Compliance Audits.

• Productivity & Collaboration: Google Workspace (Docs, Sheets, Drive, Meet), Microsoft Office Suite (Word, Excel, PowerPoint), Zoom, Canva.

• Technical & Account Platforms: iOS/Apple Ecosystem Troubleshooting, Financial Account Interfaces, Database Documentation Tools.

• Credentials & Continuous Education: Decision Making: Solve Problems with Emotional Intelligence (Udemy), Developing Your Emotional Intelligence (LinkedIn).

• Languages: Native Spanish, Fluent English (C1), Good Mandarin Chinese.

Professional Experience

Learning Support Teacher | Lincoln International Academy

Collaborated with faculty to adapt, deliver, and elevate educational course content tailored to a diverse student body. Led targeted classroom discussions, managed group breakout dynamics, and provided precise one-on-one academic interventions. Authored custom supplementary resources to reinforce core curricula while establishing open, proactive communication lines between families and educators.

Customer Protection Associate | Remitly

Monitored transaction flows and high-volume account activities using risk assessment tools to detect potential fraud and isolate suspicious compliance trends. Spearheaded end-to-end incident investigations, mapping data back to root causes to shape strategic mitigation rules. Aligned daily operations with IT and compliance teams to address regulatory guidelines (AML) while designing clear training documentation to onboard incoming fraud analysts.

Customer Service Representative | Ibex Nicaragua

Managed real-time customer solutions covering product distribution, order processing, and payment inquiries within a fast-paced Amazon campaign. Maintained top-tier quality assurance metrics by resolving intricate account support concerns through phone, chat, and email channels simultaneously, ensuring data was meticulously logged within internal CRM platforms.

Customer Service Representative – Financial Services | Sitel Nicaragua

Handled sensitive financial inquiries, transaction adjustments, and secure billing operations for a high-profile Capital One account portfolio. Navigated specialized banking compliance landscapes, protecting confidential user data with discretion while explaining complex account terms and payment alternative structures transparently to inbound callers.

Technical Support Specialist | Concentrix

Provided technical diagnostics and step-by-step hardware and software troubleshooting for Apple customers internationally. Guided users through device setup, network connectivity hurdles, and software account restorations with patience, documenting resolution milestones accurately within global support databases.

Guest Relations Specialist | Accedo Technologies

Served as the primary multichannel point of contact resolving order escalations, product returns, and delivery discrepancies. Restored client loyalty in friction-heavy scenarios by identifying creative, company-approved remedies while consistently hitting team KPIs for resolution times.

Why Choose Me?

I bring a unique psychological and linguistic framework to the front lines of consumer and educational support. Holding a Bachelor's degree in Psychology from Universidad Católica 'Redemptoris Mater' and formal credentials in Emotional Intelligence, I look past the surface of an incident to solve the underlying human or structural issue. Whether protecting an organization from financial fraud, supporting an academic classroom, or troubleshooting digital platforms, my ability to speak three languages and instantly adapt to complex systems allows me to foster trust, ensure absolute compliance, and elevate your customer experience.