Jason Chaves
Billing Specialist
Heredia
Summary
Dynamic Technical Customer Service Representative with a proven track record at Amazon, adept at ticket management and issue escalation. Enhanced customer satisfaction through proactive problem-solving and optimized billing processes, achieving significant reductions in errors. Strong communicator and mentor, skilled in remote user training and cross-departmental collaboration to drive continuous improvement.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Technical Customer Service Representative
Amazon
Heredia, Provincia de Heredia
04.2020 - Current
- Managed high-value billing adjustments in AWS, handling amounts up to millions of dollars, ensuring accuracy and compliance with financial policies.
- Collaborated with internal teams and B2B clients to resolve billing discrepancies, reducing errors and enhancing customer satisfaction.
- Implemented proactive measures to identify potential issues before they impacted end-users, mitigating downtime risks significantly.
- Generated reports to track performance and analyze trends.
- Analyzed billing data to identify patterns and prevent future issues, optimizing internal processes to impact not only our department but other stakeholders.
- Created detailed reports for management reflecting key metric indicators such as time taking to provide a billing adjustment, delays from teams outside our organization, write-offs statistics, among others contributing valuable insights into the department''s strengths and weaknesses.
Service Desk Advisor
Convergys
Heredia, Provincia de Heredia
06.2018 - 04.2020
- Enhanced customer satisfaction by resolving technical issues promptly and efficiently.
- Monitored ticket queue closely to ensure prompt responses and accurate prioritization of tasks based on urgency levels.
- Maintained office PCs, Microsoft 365 software, networks and mobile devices.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and others remotely.
Customer Service SME
Convergys, Xfinity
10.2015 - 06.2018
- Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
- Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies and services.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Business Administration - Business Administration
Universidad Latina De Costa Rica
Guanacaste, Costa Rica 01.2010 - 04.2025
No Degree - Business Analytics
Universidad CENFOTEC
Remote 12.2022 - 02.2023
No Degree - Computer Networking CCNA
Universidad Politecnica
Alajuela 05.2001 -
High School Diploma -
Liceo Maurilio Alvarado Vargas
Guanacaste, Costa Rica 05.2001 -
Skills
Negotiation and conflict resolution
Strategic Problem-Solving
Communication and stakeholder management
Adaptability and Leadership
Upselling and cross-selling potential
Timeline
No Degree - Business Analytics
Universidad CENFOTEC
12.2022 - 02.2023
Technical Customer Service Representative
Amazon
04.2020 - Current
Service Desk Advisor
Convergys
06.2018 - 04.2020
Customer Service SME
Convergys, Xfinity
10.2015 - 06.2018
Bachelor of Business Administration - Business Administration
Universidad Latina De Costa Rica
01.2010 - 04.2025
No Degree - Computer Networking CCNA
Universidad Politecnica
05.2001 -
High School Diploma -
Liceo Maurilio Alvarado Vargas
05.2001 -
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