Denzel Alemán
Alajuela
Summary
Professional in operations with extensive experience in financial services, corporate customer support, and process analysis. Recognized for precise data management, strict adherence to regulatory standards, and optimization of operational workflows. Demonstrated ability to collaborate effectively with multicultural teams, manage demanding workloads, and support escalation processes with an analytical and quality-oriented approach. Committed to continuous improvement and service excellence, contributing to organizational success.
Overview
3
3
years of professional experience
Work History
Customer Care / Customer Operations Specialist
Thermo Fisher Scientific
09.2025 - Current
- Implemented efficient processes for quoting, order management, and issue resolution, improving B2B customer account management, internal sales representative, and vendor support within Fisher Scientific systems.
- Investigated and corrected order discrepancies and product availability challenges, achieving zero escalations and an 85% positive customer satisfaction rating over six months.
- Ranked in the top 7 out of 200 global agents across Costa Rica, US, Philippines, and India within one month of joining production, showcasing exceptional performance and commitment.
- Analyzed performance data to ensure quality and productivity metrics remained above 95%, focusing on AHT, QA, and calls per hour.
- Ranked among the top 5 performers during training phase, reflecting commitment to excellence and high-quality results.
Tier 2 Customer Service Representative
Equifax
06.2025 - 09.2025
- Coached teams across Costa Rica, India, and the Philippines on policy interpretation and dispute resolution strategies to foster a collaborative work environment.
- Managed complex case support, consistently meeting quality compliance requirements and maintaining high first contact resolution rates.
- Evaluated operational workflows and proposed strategic adjustments to minimize average handling time and decrease call escalations.
- Acted as subject matter expert for internal teams, addressing escalations and complex case resolutions to ensure effective problem-solving.
Tier 1 Customer Service (Sales & Retention)
Equifax
09.2024 - 09.2025
- Delivered exceptional customer service by efficiently managing daily call volume and consistently meeting performance metrics including customer satisfaction, conversion rate, and QA.
- Provided expert assistance in credit monitoring and identity protection to enhance consumer security and satisfaction, achieving quality assurance ratings above 95 for six consecutive months.
- Executed targeted outreach to identify soft sales opportunities and strengthen membership retention, resulting in high customer satisfaction ratings.
Customer Service & Financial Operations Specialist
Genpact
03.2023 - 09.2024
- Facilitated loan-related inquiries and billing issues while strictly following AML protocols and maintaining regulatory compliance.
- Evaluated and reinforced quality assurance metrics, achieving consistent results of 98-100% to enhance overall operational effectiveness.
- Created an Excel-based tracking system that significantly improved workflow and minimized average handling time.
- Streamlined transaction workflows and meticulously recorded all inbound inquiries to support accurate financial reporting.
Education
High School Diploma - Business Administration
Universidad Estatal A Distancia De Costa Rica
San Jose, Costa Rica11-2026
Certificado Profesional - Gestion de Proyectos
Coursera By Google
01-2026
Skills
- Good analytical skills
- Strong leadership and staff development skills
- Technical support coordination
- Proficient in Excel tracking and reporting
- Compliance and QA management
- Skilled in utilizing MS Office tools effectively
- Proficient in clear communication, both verbally and in writing
- Effective issue resolution
- Organizational and prioritization skills
- Calm in challenging environments
- Global partnership engagement
- Salesforce, Outlook 365, Lightwell and SAP Usage
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Customer Care / Customer Operations Specialist
Thermo Fisher Scientific
09.2025 - Current
Tier 2 Customer Service Representative
Equifax
06.2025 - 09.2025
Tier 1 Customer Service (Sales & Retention)
Equifax
09.2024 - 09.2025
Customer Service & Financial Operations Specialist
Genpact
03.2023 - 09.2024
High School Diploma - Business Administration
Universidad Estatal A Distancia De Costa Rica
Certificado Profesional - Gestion de Proyectos
Coursera By Google