Katherine Araya
@katiearaya
I resolve technical support issues and executive escalations for global teams in remote environments.
Costa RicaWhat I'm looking for
I'm currently supporting 3M employees by troubleshooting workstation, network, and application issues, prioritizing incidents for rapid resolution, and escalating complex cases to specialists.
At Western Union, I managed executive-level agent escalations, performed root-cause analysis, and partnered across teams on process and policy improvements that improved agent outcomes. I also supported North American agents through complex email cases from investigation to resolution.
My technical support experience includes diagnosing Alienware laptop hardware and software issues at Dell and resolving AWS billing inquiries through account audits at Amazon.
Across more than seven years in fast-paced remote support environments, I've combined fluent English and native Spanish with clear communication, analytical thinking, and customer-focused problem solving.
Experience
Work history, roles, and key accomplishments
Provided technical support to internal employees, troubleshooting workstation, network, and application issues and prioritizing incidents for rapid resolution. Escalated complex incidents to specialists and improved first-contact resolution through documentation and training.
Managed executive-level escalations from agents, resolving high-priority cases and restoring service and relationships through timely, customer-focused solutions. Conducted root-cause analyses and collaborated cross-functionally to implement process improvements.
Supported North American agents with high-quality customer service, managing complex email cases from investigation through resolution and ensuring timely follow-up and clear communication.
Delivered technical support for Alienware laptops, diagnosing hardware and software issues and guiding customers through troubleshooting and repair steps to restore device functionality.
Resolved AWS billing inquiries by performing account audits, explaining complex billing details clearly to customers, and ensuring accurate, timely resolutions to prevent future disputes.
Handled high-volume inbound calls, resolved diverse customer issues, and maintained quality and productivity standards while delivering a positive customer experience.
Education
Degrees, certifications, and relevant coursework
Universidad de Costa Rica
Bachelor's Degree, English Teaching
2013 - 2017
Pursued a degree in English Teaching at the Universidad de Costa Rica from 2013 to 2017.
Costa Rica Christian School
Bachillerato, General Studies
1999 - 2012
Completed secondary education at Costa Rica Christian School, earning a Bachillerato diploma.
Tech stack
Software and tools used professionally
Availability
Location
Costa RicaAuthorized to work in
Job categories
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