Allan

Customer Service Agent

Provided high-quality customer support for billing and technical inquiries.. Delivered empathetic and efficient support to high-volume customer requests.. Audited team workflows.

Coach

Trained and mentored customer service professionals to improve performance, communication, and customer experience.. Completed a 90 days period handling inbound/outbound calls for the AT&T collections account.. Partnered with HR on interviewing and hiring both new and internal candidates during hiring season.. Trained over 200 customer service agents in English and Spanish support protocols, email etiquette, and live chat tools.. Represented the HOVG Training Department Costa Rica on international calls highlighting the documentation of SOPs and internal workflows.. Disseminated weekly reports on new-hire training performance.. Partnered with leadership to identify operational gaps and launch feedback systems.

Executive Assistant / Customer Success

Steered communications between IBM Global executives and cross-functional teams, ensuring alignment on strategic objectives.. Managed complex client calendars, coordinated high-stakes travel logistics, and responded to time-sensitive requests.. Acted as a bridge between stakeholders, partners and executives, ensuring smooth internal communication and follow-up.. Managed CRM and outbound communications to nurture client relationships.. Supported the recruitment and onboarding team by participating in the interview process for new hires from February 2016 to September 2019.. Onboarded and trained new administrative assistants from February 2017 to September 2019.. Collaborated with HR and department leads to ensure smooth integration and alignment with company expectations.

Customer Service/Tourist Guide

Founder

Founded and developed KAJUAL, building a culinary brand focused on high-quality dining experiences, customer engagement, and creative gastronomy.. Managed end-to-end business operations, including product development, inventory management, cost analysis, and production planning.. Built and maintained client relationships, overseeing the full customer journey from initial inquiry to service delivery.. Led brand positioning and digital presence, creating social media strategies, producing content, and managing community engagement.. Developed strategic partnerships and networking opportunities through collaborations and events.. Handled business logistics, scheduling, and customer communications for private dining experiences and culinary events.. Adapted the business model following a physical elbow injury, transitioning from hands-on culinary execution to client relations, operations management, and strategic business support.

Executive Assistant

Managed executive calendars for a nonprofit organization, coordinating multiple time zones and prioritizing high-impact meetings.. Coordinated domestic and international travel, including flights, accommodations, and detailed itineraries.. Oversaw contracts and donor agreements, maintaining compliance, accuracy, and proper documentation.. Tracked budgets and expenses and implemented reporting systems.. Served as primary stakeholder liaison, handling donor and partner communications.. Streamlined internal operations by implementing tools like Monday.com, Doodle, Padlet surveys, Givebutter and Google Workspace.. Planned and executed high-profile events, managing logistics end-to-end.. Adapted to shifting priorities, providing flexible, mission-driven solutions under tight deadlines.. Maintained confidentiality and attention to detail while handling sensitive information.

Operations Manager Off Hours

Managed influencer and brand campaigns.. Oversaw off-hours operations for influencer and brand campaigns, making real-time critical decisions to optimize campaign performance and ensure operational continuity.. Managed communication between influencers, managers, and internal teams, ensuring strategic alignment and seamless handoff between night and day operations.. Handled escalations and high-pressure situations, resolving issues quickly to protect brand reputation and maintain campaign performance.. Coordinated remote teams using collaboration and project management tools across multiple communication platforms.. Maintained structured operational updates and clear reporting to enable daytime management teams to continue campaign execution smoothly.. Managed multiple stakeholders, shifting priorities, and time-sensitive decisions.