Krystell Araya Quirós
San Jose,Costa Rica
Summary
Dynamic professional with experience in Learning & Development and Technical Support, skilled in delivering engaging training programs, leading onboarding initiatives, and improving operational performance. Experienced in collaborating with cross-functional teams, resolving complex technical issues, and providing exceptional support through strong knowledge of operating systems, networking, and troubleshooting.
Overview
5
5
years of professional experience
Work History
Operational Trainer
Equifax
Heredia, Costa Rica
10.2025 - 04.2026
- Talent Development: Led the end-to-end onboarding and technical training for 25 new hires, ensuring seamless integration into new operational workflows.
- Team Leadership: Managed and coached teams by building strong relationships with agents, providing continuous guidance, performance support, and motivation to drive operational success and achieve business goals.
- Operational Support: Provided intensive desk-side support and real-time troubleshooting for 40+ employees, serving as the first point of contact for complex process inquiries.
- Developed interactive training materials and knowledge-base documentation using Google Workspace and Kahoot, boosting employee engagement, knowledge retention, and learning effectiveness.
- Facilitated communication between US-based leadership and local teams, ensuring process alignment, collaboration, and technical excellence during high-stakes transitions.
- Served as the primary Subject Matter Expert (SME) for multiple Lines of Business (LOBs) during the migration of operations from the US to Costa Rica, supporting knowledge transfer and strengthening the company's global operations.
Principal - Trainer & Coach
Cognizant
Heredia, Costa Rica
04.2024 - 10.2025
- Program Architecture: Developed structured training roadmaps, defining clear goals, delivery methods, and resources to support sustained employee growth.
- Content Design: Architected comprehensive learning suites, including e-learning content, interactive presentations, and job aids to accommodate diverse learning styles.
- Facilitated training sessions onsite and virtually, enhancing inclusivity and engagement among participants.
- Evaluated employee performance and skill levels to identify strengths and develop targeted growth plans.
- Spearheaded Wave 1 launch for a new account, developing onboarding infrastructure and training approaches to prepare the team for rapid scaling.
Twilio Technical Support Engineer
Foundever
Heredia, Costa Rica
04.2022 - 04.2024
- Served as the primary point of contact for technical support related to SaaS products and platform solutions, delivering customer support via phone and chat while resolving complex technical issues.
- Provided technical support for email deliverability, DNS authentication (SPF, DKIM, and DMARC), IP reputation, API integrations, and platform configurations.
- Explained technical concepts in clear, user-friendly language, enabling customers to understand issues, best practices, and recommended solutions.
- Responded promptly to support requests, guiding users through troubleshooting while consistently meeting SLAs.
- Collaborated with Engineering and Product teams to investigate, escalate, and resolve high-priority technical issues.
- Analyzed customer accounts and diagnostic data to identify root causes and support effective troubleshooting.
- Documented product defects and technical findings, contributing to product improvements and future releases.
KYC Analyst
Sykes
San Pedro, Costa Rica
09.2021 - 04.2022
- Fraud Investigation: Managed identity theft, W9, KYC, and Hawk Alert cases, investigating and documenting fraudulent transactional behaviors to support case resolution.
- Risk Mitigation: Identified red flags through critical thinking, applying account restrictions to prevent losses from fraudulent checks and insufficient funds.
- Conflict Resolution: Addressed billing complaints and disputes, ensuring compliance with performance and security targets.
Education
High School Diploma/M.E.P -
Skills
- Training Development
- Learning Management Systems
- Process Improvement
- Operational Efficiency
- Email Campaign Management
- Data Analytics
- Salesforce
- Tableau
- Looker
- Kibana
- Google Workspace
- Problem solving
- Leadership
- Organizational Excellence
- Fraud prevention
- Technical support
Languages
- Spanish, Native
- English, High Level (CI)
Timeline
Operational Trainer
Equifax
10.2025 - 04.2026
Principal - Trainer & Coach
Cognizant
04.2024 - 10.2025
Twilio Technical Support Engineer
Foundever
04.2022 - 04.2024
KYC Analyst
Sykes
09.2021 - 04.2022