Open to opportunities

Andrés Suazo

@andrssuazo

Message

I lead fintech customer support teams to improve QA, CSAT, and service performance.

Costa Rica

Message

What I'm looking for

I'm looking to lead customer support or operations teams where I can use coaching, performance analytics, QA, and real-time operations to improve customer experience, team results, and service delivery.

I lead a 14-person customer service team supporting Affirm through Bill Gosling Outsourcing, improving QA from 76.3% to 96.5% and CSAT from 53.5% to 62.0%.

I was promoted from Customer Service Representative to Operations Team Lead within seven months. I oversee quality, CSAT, KPIs, adherence, service levels, real-time queues, escalations, 1:1s, performance reviews, and targeted training.

I use weekly metric recaps, live listening, side-by-side coaching, and compliance refreshers to turn performance gaps into stronger customer interactions. My work has helped reduce missed contacts by roughly two-thirds while supporting volumes of up to 5,092 contacts in a month.

I also bring guest services, digital marketing, market analysis, and international experience across Costa Rica and Spain, supported by bilingual English and Spanish communication.

Experience

Work history, roles, and key accomplishments

Current

Operations Team Lead

Current

Bill Gosling Outsourcing

Oct 2025 - Present (11 months)

Lead a team of ~14 customer service representatives supporting Affirm, a U.S. fintech company, with accountability for quality, CSAT, KPI, adherence, and service-level performance. Improved team QA from 76.3% to 96.5% and CSAT from 53.5% to 62.0% during tenure.

Salesforce NICE MaestroQA Sigma Excel Zoho Amazon Connect Team Leadership Coaching QA CSAT KPI Management SLA Management Escalation Management Adherence Services Workforce Coordination Performance Analytics

Education

Degrees, certifications, and relevant coursework

Universidad Europea de Madrid

Bachelor's Degree, Business Administration & Management

2019 - 2024

Pursued a Bachelor's Degree in Business Administration & Management, with coursework in business strategy, marketing, operations, and organizational management. Studied and lived abroad independently, developing cross-cultural adaptability and professional resilience.