Open to opportunities

Gaciel Acosta

@gacielacosta

Senior digital communications and merchant support professional, specializing in payment gateway troubleshooting and technical documentation.

United States

Message

What I'm looking for

I’m looking for a remote-first role where I can support customers and merchants, troubleshoot payment gateway issues, and write clear documentation that reduces escalations and improves satisfaction through strong B2B communication.

I’m a customer-focused professional with proven expertise in merchant support, technical writing, payment gateway solutions, and B2B communications. I’m known for resolving complex technical issues clearly and quickly, while keeping customer outcomes and operational efficiency front and center.

At Visa Inc., I delivered technical support to merchants on payment gateway integrations, security protocols, and troubleshooting issues. I authored and maintained technical documentation to speed up issue resolution, and I worked across departments to resolve escalations and improve product understanding.

Before that, at LivingSocial, I partnered with hotels and vendors to curate travel experiences and handle customer service needs across phone, chat, and email. I investigated service complaints and created documentation and content to support both internal operations and end-user clarity.

Across my career, I’ve combined strong communication with meticulous recordkeeping and compliance—skills reinforced through my collections work at Citi Bank/Group and my current caregiver role. I’m now seeking a dynamic, remote-first environment where I can apply communication, problem-solving, and technical documentation skills to improve customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Freelancer

Current

UpWork

Jan 2026 - Present (8 months)

Assist a variety of businesses and developers in their projects through contract based work.
Product testing, video game development and QA, mobile app testing, payment processing, fraud and risk consultations, software consultation, B2B services, website testing, and feedback sessions.

Elder Caregiver

Self-Employed

Oct 2022 - Dec 2025 (3 years 2 months)

Provided daily dementia care for an elderly client, ensuring safety, dignity, and well-being; administered medications per physician instructions and coordinated with medical professionals. Managed care records and communications with agencies and prepared meals tailored to dietary restrictions.

Dementia Care Medication Management Medical Coordination Record keeping Client Advocacy

Senior Digital Communications Rep

VISA Inc.

Feb 2015 - Mar 2018 (3 years 1 month)

Delivered technical support to merchants on payment gateway integrations, security protocols, and troubleshooting issues.
Authored and maintained technical documentation to support faster issue resolution.
Managed retention by advising on payment system optimization and workflow improvements.
Worked across departments to resolve escalations and improve product understanding

Experience & Lodging Specialist

LivingSocial

Sep 2012 - Nov 2014 (2 years 2 months)

Partnered with hotels and vendors to curate travel experiences and resolve customer service issues.
Responded to inquiries related to bookings, vouchers, and account access via phone, chat, and email.
Created documentation and content to support internal operations and end-user clarity.