Open to opportunities

Simón García Urrego

@simngarcaurrego

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Customer service specialist with 5+ years in regulated industries focusing on compliance and fraud detection.

Colombia

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What I'm looking for

I seek a compliance-focused customer support role in a regulated environment where I can apply KYC, fraud detection, and risk analysis skills while contributing to operational improvements.

I am a Business Administration student with over five years of hands-on customer service experience across regulated sectors including banking, healthcare, and iGaming in the LATAM region. I specialize in KYC verification, fraud detection, and handling sensitive, confidential interactions under pressure.

Throughout my roles at Stake, Optum, Sutherland, Atento, and others, I delivered multichannel support, supported payments and sportsbook operations, managed HIPAA-compliant healthcare cases, and escalated issues effectively using tools like Zendesk, Intercom, Jira, and Excel.

I bring strong analytical thinking, pattern recognition, and clear communication to teams focused on compliance, player protection, and risk mitigation, and I seek roles where I can apply these strengths to improve operational controls and customer outcomes.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Growe

Jun 2025 - Aug 2025 (2 months)

Provided responsive digital-channel customer support on a tech service platform, managing support tickets and collaborating with teams to escalate and resolve user issues promptly.

Ticketing Customer Satisfaction Zendesk Intercom

Customer Service Representative

Stake Colombia

Jun 2024 - May 2025 (11 months)

Delivered multichannel customer support for a regulated LATAM sports betting platform, conducted KYC reviews, and identified suspicious withdrawal patterns to support fraud prevention and compliance.

KYC Fraud Detection Multichannel Support Zendesk Intercom Risk Analysis

Customer Service Representative

Optum

Aug 2023 - Apr 2024 (8 months)

Managed confidential healthcare interactions in compliance with HIPAA, handling complex high-volume cases with adherence to privacy and quality standards.

HIPAA Multichannel Support Excel Critical Thinking

Customer Service Representative

Sutherland

Jan 2022 - Jun 2022 (5 months)

Delivered remote support for health insurance inquiries, resolving user issues empathetically while maintaining strict confidentiality standards.

Remote Support Health Insurance Confidentiality Communication Customer Empathy

Customer Service Representative

Atento

Nov 2020 - Sep 2021 (10 months)

Assisted banking clients with inquiries and transactions, resolved complaints, and promoted financial products while ensuring service accuracy and compliance.

Transaction Processing Sales Support & Compliance

Customer Service & HR Support

Teleperformance

May 2016 - Nov 2016 (6 months)

Provided phone-based customer support across campaigns and assisted HR with administrative and employee-related processes.

Phone Support HR & Administration Employee Relations Multichannel Support

Education

Degrees, certifications, and relevant coursework

Universidad de La Salle

Bachelor of Business Administration, Business Administration

2020 - 2024

Pursuing a Bachelor's in Business Administration with coursework focused on management, finance, and organizational studies; expected completion in 2024.