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Natalia González

@nataliagonzlez

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Customer Success Executive with 10+ years improving support, analytics, and automation.

Costa Rica

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What I'm looking for

I seek a role combining customer success and data-driven operations where I can automate processes, improve KPIs, and drive customer satisfaction.

I am a Customer Success Executive with over a decade of experience supporting clients across technology, e-commerce, and finance. I combine empathetic, high-volume customer service with data-driven decision making to keep service levels above 90% satisfaction.

My background includes technical support, fraud prevention, operations, and business development, where I resolved complex issues and built lasting client relationships. I am bilingual (Spanish/English) and comfortable supporting global teams remotely.

I specialize in data analysis, reporting, and process automation—using Python, SQL, Power BI, and Google Sheets—to streamline workflows, reduce response times, and inform pricing and marketing strategy.

Key achievements include preventing six-figure annual losses through pricing and workflow redesign, automating quotation and reporting systems, and delivering measurable margin and efficiency improvements.

Experience

Work history, roles, and key accomplishments

Business & Data Operations Analyst

Palmex Costa Rica

Oct 2024 - Aug 2025 (10 months)

Identified pricing inefficiencies that prevented over $32,000 in operational losses and implemented an automated quotation system that reduced proposal generation time by 40%, driving an 8% increase in quarterly profit margins through dynamic pricing insights.

Python Google Sheets Data Analysis Pricing Strategy Automation)ETL SQL Reporting Automation

Data Entry Specialist

Rawlings Sporting Goods

Oct 2023 - Sep 2024 (11 months)

Processed and entered orders with 100% accuracy while providing multichannel customer support and creating customized sales templates that streamlined processes with zero errors.

Data Entry Order Processing Excel Google Sheets Customer Service Reporting

Technical Support Representative

HP Inc.

Nov 2021 - Sep 2023 (1 year 10 months)

Resolved 50+ support tickets per week with a 90% satisfaction rate, providing bilingual (EN/ES) technical support for software and hardware issues in a high-volume remote environment.

Technical Support Troubleshooting Bilingual Support Ticketing Systems Customer Satisfaction Hardware Software

Business Development Representative

Xpand Group

Nov 2019 - Oct 2021 (1 year 11 months)

Built and managed a qualified prospect pipeline using CRM tools, performed data analysis to measure campaign effectiveness, and executed multi-channel prospecting to grow business opportunities.

Business Development CRM Prospecting Excel Market Research Pipeline Management Reporting

Spanish-English Interpreter

LanguageLine Solutions

Nov 2018 - Oct 2019 (11 months)

Provided remote Spanish-English interpretation services to facilitate clear communication across clients and stakeholders in time-sensitive engagements.

Interpretation Customer Service Remote Support Cultural Competence

Sales & Operations Agent

Explornatura

Nov 2017 - Oct 2018 (11 months)

Delivered multichannel support and consultative sales, maintaining 95%+ customer satisfaction while processing orders and coordinating logistics to ensure on-time fulfillment and repeat business.

Sales Customer Support Order Management Logistics Coordination CRM Multichannel Support

Customer Experience & Fraud Prevention Specialist

Sykes

Nov 2014 - Aug 2017 (2 years 9 months)

Investigated and resolved customer-reported fraud cases, reducing fraudulent activity through transaction monitoring and delivering empathetic support to affected customers.

Fraud Prevention Transaction Monitoring Customer Support Risk Analysis Communication