Fabian Vega
Liberia
Summary
Trilingual Associate with + 10 years experience in the Service Industry. Motivated, adaptable and loyal contributor looking to implement the organizational, analytical and advocacy skills developed through work experience. Aimed for personal and professional growth along with a company that recognizes dedication and effort, to obtain more knowledge and experience in a productive environment.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Agent
CR Spark
05.2024 - 01.2025
- Addressed customer account discrepancies and concerns via Chat Support for online casino players
- Review account summaries, analyze winnings and different game rules, and assist in general inquiries.
- Handled 90-100 chats daily, up to 6 chats at a time.
- Followed up via email with customers about resolved and unresolved issues to maintain high standards of customer service.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Report online and away times to management in a daily basis.
Senior Order Management Analyst
VMware Costa Rica
06.2019 - 07.2023
- Review and enter order data as per SOX and export compliance policies.
- Handle order processing related tasks, including Enterprise License Agreements.
- Interact with Distributors, Sales Team, Channel Partners and Stakeholders to support the order-to-cash process.
- Support operational activities during peak volume season/quarter close week.
- Conduct Root Cause Analysis for the Return Material Authorization.
- Audit and provide quality assessment for the team.
- Train new team members when required.
Trilingual Customer Service Specialist
VMWare Costa Rica
07.2017 - 06.2019
- Provide phone and email support for technical and customer licensing account queries.
- Research, reproduce, and troubleshoot where required.
- Provide Quality Analysis for the Customer Support Team
- Manage queue and distribute the team's workload.
- Organize Team Meetings when required.
Fraud Account Supervisor, Capital One
Sykes Enterprises, Incorporated
09.2014 - 07.2017
- Manage and action escalations.
- Mentor and floor support for Fraud Service and Fraud Investigations lines of businesses.
- Provide Team Meetings, Quality Analysis and Training to new members.
Sales Consultant, Time Warner Cable
Startek
11.2013 - 06.2014
- Provide customer service regarding product and offers in the telecommunication line of business.
- Assist Sales Support, advice via inbound calls, and order processing.
- Troubleshoot basic technical issues.
- Up-selling and cross-selling of products.
Customer Service Representative, Capital One
Sykes Enterprises
01.2008 - 07.2013
- Provide top class Customer Service by answering banking queries, giving accurate maintenance to accounts and providing information through inbound calls.
- Mentor and support new hires.
- Handle customer escalations when required.
Education
Bachelor of Science - Bachillerato En Criminologia
Universidad Libre De Costa Rica
San José, Costa Rica01-2026
Diploma - English As Second Language
Alajuela Community College
08.2008
Skills
- Detailed oriented
- Customer Service
- Email Etiquette
- Time Management
- Problem Solving
- Tutoring
- Root Cause Analysis
- Microsoft Office
- Oracle EBS
- Salesforce
- Zendesk
Languages
Spanish
Native language
English
Proficient
C2
Portuguese
Upper intermediate
B2
German
Elementary
A2
Certification
Kanban Team Practitioner
Timeline
Customer Service Agent
CR Spark
05.2024 - 01.2025
Senior Order Management Analyst
VMware Costa Rica
06.2019 - 07.2023
Trilingual Customer Service Specialist
VMWare Costa Rica
07.2017 - 06.2019
Fraud Account Supervisor, Capital One
Sykes Enterprises, Incorporated
09.2014 - 07.2017
Sales Consultant, Time Warner Cable
Startek
11.2013 - 06.2014
Customer Service Representative, Capital One
Sykes Enterprises
01.2008 - 07.2013
Diploma - English As Second Language
Alajuela Community College
Bachelor of Science - Bachillerato En Criminologia
Universidad Libre De Costa Rica
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