Aurora Ab
@auroraab
Bilingual customer support and sales operations professional resolving complex issues and improving customer outcomes.
Costa RicaWhat I'm looking for
I’m a Customer Support, Sales Operations, and Client Services professional with over 5 years of experience supporting customers across insurance, software, telecommunications, and immigration services. I handle customer onboarding, account management, technical support, escalation handling, data validation, and client training—staying focused on strong communication, attention to detail, and high service standards.
In my current role as a Junior Sales Operations Associate (Experian), I serve as the first point of contact for insurance quote requests, verify customer information, create accurate profiles, and maintain compliance with data privacy and quality requirements. Previously, I delivered software technical support (including documentation translation), managed training webinars to improve adoption, and served as a Tier 2 SME escalation specialist for Verizon—investigating complex issues, coaching frontline agents, and resolving billing and refund disputes.
Experience
Work history, roles, and key accomplishments
Served as the first point of contact for auto, homeowners, and renters insurance quotes, verifying customer information and creating accurate profiles to support quote generation. Maintained compliance with company procedures and resolved customer inquiries to ensure a high-quality experience.
Provided technical support via inbound calls, email, and ticketing systems, diagnosing and resolving software-related issues to maintain customer satisfaction. Translated technical and operational documentation (English to Spanish) and designed webinars/training while managing data entry in eTrition, Easy School Pay, and Meal App.
L1 Customer Support Agent
GovAssist
Aug 2023 - Feb 2025 (1 year 6 months)
Supported clients worldwide with immigration and visa applications for the United States, Canada, and New Zealand through phone, chat, and email. Provided guidance on application requirements and case status updates while maintaining accurate records and compliance with company procedures.
Customer Advocacy Coach
Sykes Latin America
Apr 2021 - Aug 2023 (2 years 4 months)
Served as a Tier 2 subject matter expert and escalation specialist for the Verizon account, investigating complex concerns and coordinating resolutions to improve retention and satisfaction. Managed billing disputes and refund requests, coached frontline agents, and acted as a liaison between customers, agents, and leadership.
Education
Degrees, certifications, and relevant coursework
Universidad Fidelitas
null, Design and Web Development
2023 - 2024
Studied Design and Web Development at Universidad Fidelitas from 2023 to 2024.
Universidad Hispanoamericana de Costa Rica
Bachelor's Degree, Nutrition
2014 - 2022
Earned a Bachelor's Degree in Nutrition from Universidad Hispanoamericana de Costa Rica between 2014 and 2022.
Colegio Vocacional Monseñor Sanabria
Technical High School Diploma, Electronics
Completed a Technical High School Diploma with an emphasis on electronics and computer equipment repair and maintenance in 2013.
Tech stack
Software and tools used professionally
Availability
Location
Costa RicaAuthorized to work in
Job categories
Skills
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