Open to opportunities

Joan Araya

@joanaraya

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Tier 2 technical support and consumer credit specialist focused on fraud-safe, SLA-driven resolutions.

Costa Rica

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What I'm looking for

I’m looking for a customer-focused role where I can own Tier 2 escalations, strengthen credit and fraud-safe investigations, and drive SLA-compliant outcomes through coaching, root-cause improvements, and continuous process enhancement.

I’m a Technical Support and Credit Operations professional specializing in Tier 2 escalations, customer experience, and complex case resolution. I support global customers while maintaining compliance, quality, and strong service recovery standards.

In consumer credit roles, I investigated credit disputes, identified fraud indicators, and protected sensitive consumer data. I resolved 40–45 consumer credit cases daily at TransUnion while improving customer outcomes through cross-functional collaboration.

As a Tier 2 Subject Matter Expert, I delivered advanced hardware and software support, provided real-time coaching and floor support, and assisted onboarding for new hires. I also performed root cause analysis, strengthened knowledge management, and helped reduce repeat contacts by partnering with engineering and leadership.

Experience

Work history, roles, and key accomplishments

Consumer Credit Support Representative

TransUnion

Mar 2025 - May 2026 (1 year 2 months)

Resolved 40–45 consumer credit cases daily while maintaining compliance and quality standards. Investigated credit disputes, identified fraud indicators, and protected sensitive consumer data.

Consumer Credit Investigations Customer Experience (CX)Quality Assurance Root Cause Analysis Data Protection Compliance

Consumer Credit Support Representative

Foundever

May 2024 - Mar 2025 (10 months)

Achieved 88% First Contact Resolution versus an 80% target while maintaining compliance. Verified applications, resolved discrepancies, and consistently exceeded productivity goals.

First Contact Resolutions Consumer Credit Investigations Compliance Customer Support Quality Assurance

Technical Support Specialist - Tier 2 SME

Concentrix

May 2022 - May 2024 (2 years)

Provided advanced Tier 2 support for hardware and software issues as a Subject Matter Expert (SME), delivering real-time coaching and floor support. Managed high-priority escalations, performed root cause analysis to reduce repeat contacts, and partnered with engineering to document reproducible issues.

Tier 2 Support Subject Matter Expert Technical Troubleshooting Escalation Management Service Recovery Root Cause Analysis Knowledge Management Customer Experience (CX)