Jose Ignacio Albán Arrieta
San Jose,Costa Rica
Summary
As an English teaching degree student, I am compelled to assist and to expand my language proficiency and communicative skills with others. My drive and way of communication helps me to attend and provide customers and my associates with good people skills, while providing guidance or reports of data that are under my responsibilities. Currently, I am a two-year experienced, specialized agent in customer service, soft sales & case/data management roles that require me to build and manage internal and external communication with customers & other departments through different means & channels. I have developed strong analytical skills for KPI reporting and root-cause analysis, and efficient issue resolution. I possess an exceptional proven ability to work independently and as part of a team; I also enjoy sharing and expanding my knowledge through different training courses based on my experiences and interests.
Overview
2
2
years of professional experience
2024
2024
years of post-secondary education
Work history
Account Manager
Movate
2026.01 - 2026.04
- Managed a high volume of inbound and outbound client interactions, ensuring adherence to productivity targets and KPI's within a fast-paced sales environment.
- Developed and maintained strong customer relationships through continuous communication, providing account assistance, product guidance, and ongoing customer support when required.
- Extracted, organized, and documented critical account information obtained during customer interactions to maintain accurate compliance records and future client follow-ups. While adhering to compliance and service quality standards, delivering high-level customer service and professional communication across multiple client interactions.
- Maintained detailed and accurate documentation of customer interactions, sales activities, and account updates within CRM systems to ensure compliance with SOP's.
- Executed sales strategies during client interactions to identify opportunities, support account growth, and enhance overall customer satisfaction, while adhering to compliance, service quality standards, and delivering a high level of customer service and professional communication across multiple client interactions.
- Handle case and escalation creation for system issues, service, or compliance errors by myself through customer contact and report. Also required and able to collaborate with internal teams to resolve customer concerns efficiently in real time.
Fraud & Disputes T2 Customer Service/Analyst Supervisor
Concentrix
2024.08 - 2025.11
- Managed high-level escalations related to fraud and dispute cases, ensuring prompt resolution while maintaining exceptional customer satisfaction through several communication channels such as phone, chat & emails.
- Conducted thorough verification of Personally Identifiable Information (PII) to distinguish legitimate account holders from potential fraudsters, meticulously documenting all account interactions and actions.
- Supported the achievement of business KPIs by consistently meeting service targets, identifying potentially fraudulent transactions/actions and initiating investigations in accordance with compliance requirements and standard operating procedures (SOPs) when needed.
- Maintained detailed and accurate documentation of customer interactions and case actions to ensure full compliance with regulatory and procedural standards.
- Handled Tier 1 escalations with a focus on de-escalating customer concerns while preserving service quality and adhering to procedural guidelines.
- Independently managed, opened, and closed off contact cases involving fraud investigations or disputes, utilizing back-office information analysis to ensure thorough and efficient case handling.
- Utilized supervisory tools to perform complex identity verification processes, including the review of public records and legal documentation, to ensure secure and compliant customer authentication.
- Supervised and provided ongoing training to a team of analysts in fraud detection and dispute resolution, ensuring consistent service quality and adherence to best practices as a trainer for new agents from the department.
- Conducted regular audits of case handling and customer service processes to ensure procedural accuracy, regulatory compliance, and continuous improvement in fraud and dispute management.
- Extracted, organized, and managed data in alignment with Key Performance Indicators (KPIs) to support strategic decision-making, trouble resolution, and case & account management for customers.
Sales representative
Concentrix
2023.11 - 2024.08
- Adhered to a performance evaluation framework based on sales metrics to continuously track and enhance sales effectiveness.
- Developed and sustained strong working relationships with internal customers and external suppliers to support smooth business operations.
- Extracted, organized, and managed data in alignment with Key Performance Indicators (KPIs) to support strategic decision-making and account management for customers.
- Provided expert assistance to customers regarding product-related inquiries and advised on sales options, adapting offers to meet client needs.
- Executed targeted sales strategies aimed at enhancing customer satisfaction.
- Maintained accurate and detailed records of customer interactions and account activities to ensure full compliance with Standard Operating Procedures (SOPs).
Education
Highschool Education -
Direccion de gestion y Evaluacion de la calidad
San Jose, Costa RicaBachelor's Degree - English Teaching
Universidad de Costa Rica
2022.01 - 2026.04
Skills
- CRM system knowledge
- Sales strategy
- Customer relationship management
- Data analysis
- KPI tracking
- Compliance adherence
- Account management
- Multitasking
- Record keeping
- Microsoft Office proficiency
- Problem Solving
- Investigative skills
- Adaptability
- Performance monitoring
Languages
Español
Inglés
Timeline
Account Manager
Movate
2026.01 - 2026.04
Fraud & Disputes T2 Customer Service/Analyst Supervisor
Concentrix
2024.08 - 2025.11
Sales representative
Concentrix
2023.11 - 2024.08
Bachelor's Degree - English Teaching
Universidad de Costa Rica
2022.01 - 2026.04
Highschool Education -
Direccion de gestion y Evaluacion de la calidad