José Alejandro Villaplana Vargas
San Jose
Summary
Customer Service professional with experience in financial services, HR support, and technical environments. Skilled in handling inquiries across phone, chat, and email with empathy and accuracy. Proficient in CRM tools, compliance protocols, and high-volume support. Strong background in communication processes and English-Spanish / Spanish-English translation.
Overview
4
4
years of professional experience
Work History
Payouts Deparment Senior Agent
Panda Dynasty
10.2024 - Current
- Trained and mentored new agents, helping reduce onboarding time and improve department consistency.
- Reviewed and maintained reports related to banking methods, ensuring accuracy and compliance with internal policies.
- Identified opportunities for process improvement, contributing to increased efficiency and error reduction within the department.
- Supported teammates by applying my experience in payout operations to handle a variety of common issues effectively.
Payouts Department Representartive
Panda Dynasty
05.2023 - 10.2024
- Accurately and efficiently processed user payouts, ensuring timely delivery of winnings according to company standards.
- Verified winning bets and transactions before authorizing withdrawals, following internal policies and terms & conditions.
- Reviewed and validated KYC (Know Your Customer) documents to ensure compliance with anti-fraud and regulatory requirements.
- Handled payment processing through various platforms, including CCH, Wire transfers, ACH, and Bitcoin (BTC), ensuring secure and timely transactions.
Customer Service Representative
Panda Dynasty
11.2022 - 05.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints and inquiries with empathy and efficiency, ensuring satisfaction, promoting repeat business, and providing accurate information on products, services, and company policies.
- Responded to customer inquiries via chat, phone and email regarding account issues, betting rules, payouts, and promotions.
SimpliSafe Customer Service
Sykes SimpliSafe
04.2022 - 07.2022
- Resolved customer inquiries and complaints via phone.
- Provided technical support for SimpliSafe devices and setup
- Processed billing, subscriptions, and account updates
- Maintained high satisfaction ratings and de-escalated difficult situations with empathy
ERC Associate
Amazon ERC
11.2021 - 03.2022
- Assisted Amazon employees with HR-related inquiries via phone, chat, and email
- Provided support on benefits, payroll, time off, and policy-related questions
- Documented cases accurately using internal tools and ticketing systems (e.g., PeoplePortal, Salesforce)
- Resolved sensitive issues with confidentiality, professionalism, and empathy
- Worked in a metrics-driven environment while maintaining high-quality service standards
Customer Service Associate
Sykes
03.2021 - 11.2021
- Handled inbound calls to assist customers with credit card, banking, and loan inquiries
- Resolved account issues, payment concerns, and fraud-related alerts
- Maintained compliance with financial regulations and internal policies
- Used secure systems to access and update customer accounts
- Provided clear, accurate, and empathetic support to ensure customer satisfaction and trust
Education
BSSM - Theology Program
BSSM
Redding, California01.2020
High School - undefined
Liceo Maurilio Alvarado
01.2016
Bachelors - Psychology
Universidad Latina
San Pedro, Costa RicaSkills
- Customer Support (Phone, Chat, Email
- Conflict Resolution & De-escalation
- CRM & Case Management Tools
- Problem Solving & Critical Thinking
- Data Security & Compliance
- Benefits, Payroll & Time Off Support
- Clear Verbal & Written Communication
- Multitasking in High-Volume Environments
References
Jairo, Quiros, Human Resources Manager, (506) 7070 6202, Legrand Central America & Caribbean
Dr. Oriel McClean, General Manager at Macar Medical S.A.
(506) 8400 2454
Languages
English
Upper intermediate (B2)
Spanish
Bilingual or Proficient (C2)
Timeline
Payouts Deparment Senior Agent
Panda Dynasty
10.2024 - Current
Payouts Department Representartive
Panda Dynasty
05.2023 - 10.2024
Customer Service Representative
Panda Dynasty
11.2022 - 05.2023
SimpliSafe Customer Service
Sykes SimpliSafe
04.2022 - 07.2022
ERC Associate
Amazon ERC
11.2021 - 03.2022
Customer Service Associate
Sykes
03.2021 - 11.2021
High School - undefined
Liceo Maurilio Alvarado
BSSM - Theology Program
BSSM
Bachelors - Psychology
Universidad Latina
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