Open to opportunities

Paola Vivanco

@paolavivanco

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Customer service and hospitality operations lead analyst optimizing guest experiences.

Costa Rica

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What I'm looking for

I’m looking for a role where I can lead service optimization with strong customer focus—using data, SLA discipline, and service recovery to improve guest experiences, train teams, and support efficient front-of-house operations.

I’m a customer service professional with 7+ years in high-volume, client-facing environments, including healthcare and corporate support. I combine front desk operations, admissions and check-in/check-out, payment coordination, and complaint resolution to deliver a welcoming, organized, solution-oriented experience—even during emotionally sensitive situations.

In my current Lead Analyst role at Teknowledge, I analyze and optimize guest service operations using complex guest-journey data, escalation insights, and service recovery frameworks. I also oversee financial adjustments, revenue audits, billing structures, reservation workflows, and data integrity to support SLA compliance and clear reporting for senior leadership, while collaborating cross-functionally to remove operational bottlenecks. Previously, I mentored new employees, coordinated premium reception and concierge flows at Hospital Cima, and worked as a Fraud Investigator where I validated transactions and applied risk assessment with strict confidentiality and data security.

Experience

Work history, roles, and key accomplishments

Lead Analyst

Teknowledge

Jul 2023 - Aug 2025 (2 years 1 month)

Led analysis and optimization of high-volume guest service operations, aligning team workflows with hospitality standards and CSAT benchmarks. Implemented service recovery and VIP client retention initiatives and produced operational reporting by auditing occupancy, performance, and SLA compliance.

Service Operations CSAT Problem Solving Client Retention Root Cause Analysis Cross Functional Collaboration Microsoft Office

Mentor

Teknowledge

Jun 2023 - Jul 2024 (1 year 1 month)

Trained new employees on customer service standards, hospitality protocols, and front-office communication. Supported onboarding logistics and provided ongoing coaching, scheduling assistance, and performance feedback to improve service quality.

Employee Training Hospitality Protocols Cross Functional Communication Onboarding & Support Coaching Scheduling Knowledge Sharing

Customer Support Representative

Teknowledge

Nov 2021 - Jun 2023 (1 year 7 months)

Provided customer support via phone, chat, and email with a focus on first-contact resolution. Handled account management and billing inquiries, and escalated complex cases while maintaining clear communication.

Customer Support First Contact Resolutions Account Management Billing Escalation Handling Complaint Resolution Conflict Resolution Time Management CRM Systems

Intensive Customer Care Executive

Hospital Cima

Jan 2020 - Jun 2020 (5 months)

Served as front-of-house coordinator for local and international clients, managing reception, concierge support, and premium guest assistance. Coordinated admissions, room allocations, discharges, high-volume POS payments, billing, and insurance claims while ensuring data privacy, audit documentation accuracy, and effective service recovery for complaints.

Front Desk Operations Guest Service Admissions And Check In Check Out Billing Coordination Insurance Claims Support Concierge Services Data Privacy Compliance Service Recovery Complaint Resolution Conflict Resolution Scheduling Systems

Fraud Investigator

Amazon

Oct 2018 - Dec 2019 (1 year 2 months)

Identified and analyzed fraud patterns to reduce risk and validated transactions with banks and financial institutions. Used internal verification tools for fraud case resolution while maintaining strict confidentiality and data security standards.

Risk Assessment Internal Tools Data Security Confidentiality Critical Thinking