Dennis Alonso Duarte Palma
Alajuela,Alajuela
You miss 100% of the shots you never take.
Wayne Gretzky
Summary
Experienced and dedicated case manager with strong attention to detail. Skilled in overseeing and coordinating travel arrangements for smooth and efficient processes. Demonstrated ability to effectively handle complex cases, resulting in high client satisfaction and optimal outcomes.
Professional adjudicator with robust background in decision-making and conflict resolution. Strong focus on team collaboration and achieving results, consistently adapting to changing needs. Possesses critical thinking, analytical skills, and thorough understanding of legal and regulatory frameworks. Known for reliability and effective communication in high-stakes environments.
Experienced with resolving intricate adjudication cases. Utilizes in-depth knowledge of policies and regulations to ensure fair and accurate outcomes. Strong understanding of analytical methods and decision-making processes.
Overview
18
18
years of professional experience
Work History
Senior Adjudicator
Bill Gosling Outsourcing
05.2024 - Current
- Enhanced team productivity by mentoring junior adjudicators and sharing best practices for case management.
- Collaborated with legal teams to ensure compliance with relevant statutes and regulations during the adjudication process.
- Maintained a high level of accuracy in decision-making processes, ensuring adherence to company policies and regulations.
- Ensured accurate documentation of case files by meticulously reviewing all submitted materials before making final determinations.
Case Manager
Amazon.
05.2020 - 06.2023
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Administered employee leave requests in accordance with FMLA guidelines, maintaining compliance with regulations while providing necessary accommodations for staff members.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
Bartender
Gastro Pub 45. AIJS.
01.2016 - 10.2019
- Managed table turnover rate effectively allowing for more guests served per shift.
- Ensured timely delivery of food orders by closely monitoring kitchen processes and collaborating with chefs to resolve any issues efficiently.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Served high customer volumes during special events, nights, and weekends.
Airline Customer Service Agent
Swissport - AIJS.
03.2016 - 08.2016
- Enhanced passenger satisfaction by providing exceptional customer service and addressing individual needs.
- Handled challenging situations calmly under pressure such as medical emergencies or disruptive passengers in order to ensure the well-being of all individuals onboard.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
Customer Service Representative
Amazon. Heredia
11.2015 - 03.2016
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Reservation Agent
Espadilla Beach Hotel. Quepos
01.2007 - 12.2010
- Organized staff schedules according to anticipated occupancy levels, minimizing overtime costs while maintaining adequate staffing levels at all times.
- Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Education
Bachelor of Science - Psychology
08.2026
Associate in Human Resources - Human Resources
01.2025
Associate of Technology - Information Technology
06.2020
Skills
- English
- Spanish
- Problem-Solving
- Case Management
- Case Documentation
- Reservation software
- Customer Engagement
- Travel industry experience
- Decision-Making
- Policy interpretation
- Integrity and honesty
- Research
Languages
Spanish
Native language
English
Upper intermediate
B2
Visa
US B1
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Work-life balanceCompany CultureFlexible work hoursWork from home optionPersonal development programs4-day work weekCareer advancementTimeline
Senior Adjudicator - Bill Gosling Outsourcing
05.2024 - Current
Case Manager - Amazon.
05.2020 - 06.2023
Airline Customer Service Agent - Swissport - AIJS.
03.2016 - 08.2016
Bartender - Gastro Pub 45. AIJS.
01.2016 - 10.2019
Customer Service Representative - Amazon. Heredia
11.2015 - 03.2016
Reservation Agent - Espadilla Beach Hotel. Quepos
01.2007 - 12.2010
U Latina - Bachelor of Science, Psychology
Universidad San Marcos - Associate in Human Resources, Human Resources
Incecom - Associate of Technology, Information Technology
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