Open to opportunities

Joa Calderob

@joacalderob

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Trilingual professional specializing in remote technical support and client success.

Costa Rica

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What I'm looking for

I seek a role that values remote collaboration and offers opportunities for growth and leadership.

I am a trilingual professional with extensive experience in remote technical support, client success operations, and educational leadership. My ability to manage sensitive data, train and onboard colleagues, and coordinate with global stakeholders in English, French, and Spanish has been a cornerstone of my career. I am recognized for my strategic thinking and cross-cultural communication skills, which have enabled me to thrive in diverse environments.

Throughout my career, I have held various roles that have honed my skills in client success and operational health analysis. As a Senior Customer Success professional at Microsoft, I analyzed client reports and trained new team members, ensuring high standards of service delivery. My experience as Acting Director of Secondary Education allowed me to manage academic personnel and coordinate international pedagogical projects, further solidifying my leadership capabilities.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success – Microsoft CSAM Delivery Center

Current

Concentrix

Jan 2024 - Present (1 year 6 months)

Analyzed and prepared client reports for Microsoft Customer Success Account Managers. Trained and mentored new team members in tools and quality procedures. Monitored customer operational health and identified engagement gaps.

Mentoring Quality Assurance Operational Health

Acting Director of Secondary Education

Liceo Franco Costarricense

Jan 2018 - Dec 2023 (5 years 11 months)

Managed academic personnel, student issues, and parental relations. Coordinated regional and international pedagogical projects. Oversaw preparation and compliance for international exams (French system).

Project Coordination

Technical Support Representative (Virtual)

Amazon

Jan 2015 - Dec 2016 (1 year 11 months)

Provided technical assistance to clients in a high-volume remote environment. Developed and delivered training for advanced troubleshooting topics. Maintained high accuracy in handling sensitive client data and records.

Technical Support Remote Assistance Training Development Troubleshooting

Project Assistant – State of Childhood and Adolescence

University of Costa Rica / UNICEF

Jan 2014 - Dec 2015 (1 year 11 months)

Processed research data and ensured coordination among consultants. Contributed to the production of nationally distributed final reports.

Data Processing Data Analysis

Public Sector Tender Manager

Tecno-Buy

Jan 2013 - Dec 2014 (1 year 11 months)

Managed government procurement processes and client submissions. Ensured compliance with public sector tender requirements.

Procurement Tender Management Client Submissions Compliance Public Sector

Technical Support – English & French

Fujitsu

Jan 2010 - Dec 2012 (2 years 11 months)

Provided bilingual customer support in technical settings. Ensured satisfaction through precise problem resolution.

Bilingual Support Technical Customer Service Customer Satisfaction Troubleshooting

Customer Service – English & French

Hewlett Packard

Jan 2006 - Dec 2007 (1 year 11 months)

Supported global users in both technical and general queries. Used multilingual communication to resolve issues efficiently.

Customer Service

Education

Degrees, certifications, and relevant coursework

University of Costa Rica

Master's Degree, History

Activities and societies: XV Central American History Congress, UCR – Social History Session (2021); National Library of Costa Rica – Cultural Diversity & Chilean Exile; University of Costa Rica – 50 Years After the Coup in Chile.

Completed a Master's Degree in History with a thesis on Chilean Exile in Costa Rica, 1970–2000. The research was based on interviews, diplomatic records, and national data.