Open to opportunities

Valeria S

@valerias

Message

Bilingual customer service specialist with expertise in process optimization.

Costa Rica

Message

What I'm looking for

I am seeking a role that values customer-centric approaches and offers opportunities for professional growth.

I am a dedicated customer service professional with over 4 years of experience in the insurance and banking industries. My journey has equipped me with the skills to handle high volumes of interactions through various channels, including phone, email, and chat. I take pride in my ability to create Standard Operating Procedures (SOPs) and collaborate across functions to enhance service delivery. My commitment to continuous improvement has been recognized in my roles, where I consistently identify and propose process enhancements.

Currently, I serve as a DCS Associate at Experian, where I deliver multi-channel customer support and manage real-time queries using Zendesk. My previous experience as a Customer Service Supervisor at Foundever allowed me to lead a team, manage escalations, and develop training materials that improved performance tracking. I also have experience as a Fraud Agent, where I provided critical support to banking customers and facilitated team development through feedback sessions.

In addition to my professional experience, I am currently expanding my skill set as an AI Prompt Reviewer, ensuring the quality and accuracy of Spanish-language outputs. My bilingual capabilities in English and Spanish enhance my ability to connect with diverse customer bases, making me a valuable asset in any customer-focused organization.

Experience

Work history, roles, and key accomplishments

Current

DCS Associate

Current

Experian

Oct 2023 - Present (1 year 9 months)

Delivered multi-channel customer support (phone, chat, and email) within the insurance sector. Used Zendesk to manage real-time queries and maintain resolution quality. Coordinated country-level transitions and created SOPs from scratch.

Zendesk SOP Development Process Optimization Cross Functional Collaboration

Current

AI Prompt Reviewer

Current

Outlier

Mar 2024 - Present (1 year 4 months)

Reviewed English-written prompts intended to generate Spanish-language responses, focusing on accuracy, fluency, and appropriateness of the output. Compared given prompt options and provided clear justifications for why one was better or more effective than the other. Evaluated both text-based and image-based prompts to ensure the Spanish-language output met the intended purpose and tone.

AI Prompt Review English To Spanish Translation Content Evaluation

Jr Digital Customer Support Associate

Experian

Oct 2022 - Oct 2023 (1 year)

Managed inbound customer interactions via phone and email using Zendesk. Verified and followed up on documentation related to customer profile updates. Analyzed ticket flow and prioritized tasks under strict timelines and quality standards.

Zendesk Documentation Management Prioritization Quality

Fraud Agent

Foundever

Jan 2021 - May 2022 (1 year 4 months)

Delivered fraud-related support to banking customers via inbound calls. Managed payroll documentation and weekly team performance reports. Provided real-time assistance to CSAs using ticketing systems like Sendes.

performance reporting Ticketing Systems Call Review

Customer Service Supervisor

Foundever

May 2022 - Oct 2022 (5 months)

Led a team supporting banking clients, managing escalations and second-tier issues. Created visual training content and presentations for performance tracking and KPIs. Maintained and controlled sensitive documentation and internal tracking.

Team Leadership Escalation Management Performance Tracking KPI Tracking