Looking for a job

Fabricio Fallas

@ffallas

I’m a Client Operations & Case Management Specialist focused on bilingual support, compliance, and high-volume client service.

Costa Rica

Message

What I'm looking for

I’m looking for a fast-paced operations or case-management role where I can support clients end-to-end, keep meticulous audit-ready records in CRM systems, and improve resolution times through clear communication and process improvement.

I specialize in client operations and case management, with experience delivering high-volume bilingual (English-Spanish) support across chat, email, phone, and WhatsApp. In my most recent role, I managed 50+ daily client interactions while maintaining accurate CRM records, clear communication, and full policy compliance.

My background also includes compliance-driven environments. At Capital One, I investigated and resolved 40+ cases daily involving unauthorized transactions under strict KYC/AML standards. Previously, as a Bilingual Case Manager, I managed 200+ active probate cases monthly with 100% deadline compliance, coordinated with attorneys and clients, and trained new team members, helping improve workflow efficiency by 20%.

I enjoy working in fast-paced remote environments where accuracy, empathy, and strong follow-through make a real difference. I’m especially motivated by roles that combine client support, process improvement, and operational excellence.

Experience

Work history, roles, and key accomplishments

Client Operations & Support Specialist

CR Spark

Oct 2024 - Apr 2026 (1 year 6 months)

Provided high-volume bilingual (English-Spanish) customer support to clients across America and Europe, managing 50+ daily interactions via chat, email, phone, and WhatsApp. Maintained accurate CRM records, ensured full policy compliance, and delivered clear, empathetic support that improved client satisfaction and retention in a fast-paced remote environment.

CRM Systems High Volume Bilingual Proficiency In Spanish And English Portfolio Management Customer Relationship Management Proactive Communication And Problem Solving Empathy

Remote Fraud Transaction Specialist

Capital One (via Foundever)

Jan 2024 - Sep 2024 (8 months)

Investigated and resolved 40+ daily cases involving unauthorized transactions while ensuring strict KYC/AML compliance. Reviewed account activity, maintained accurate CRM documentation, and collaborated with customers and internal teams to reduce average resolution time by 20%. Delivered clear and empathetic support in high-pressure situations.

Compliance Management CRM Systems Suspicious Pattern Detection Customer Support Risk Management Account Management High Volume KYC AML Compliance Case Investigation

Remote Bilingual Case Manager

McDonald Worley Law Firm (via Vocatum Center)

Apr 2022 - Jan 2024 (1 year 9 months)

Managed 200+ active probate cases monthly with 100% compliance to legal deadlines. Served as primary client contact, delivering clear and empathetic guidance on complex matters. Coordinated with attorneys, clients, and courts using SmartAdvocate CRM, maintained audit-ready records, and trained 3 new hires, improving team efficiency by 20%.

Client Relationship Management Legal Document Review Process Improvement Probate Administration Assessing Client Needs Cross functional Coordination Legal Representation Probate