Experienced product manager specializing in software development and cross-functional team leadership.
Led multiple software development projects, managing timelines and resources effectively.
Supervised the end-to-end development process from conception to deployment.
Directed teams comprising developers, designers, and stakeholders to achieve project goals.
Acted as the primary liaison among technical teams and business executives.
Health Prime Costa Rica
Conduct pre-registration and registration activities, including verifying demographics, insurance, and payments., Perform real-time eligibility verification and complete financial clearance for scheduled procedures., Provide cost estimates and explain billing and preparation instructions to patients., Manage inbound and outbound calls, typically handling high volume—up to 85–100 calls per day., Handle demographic, financial, and insurance follow-ups, often serving as liaison to payers and patients., Prepare, generate, and submit patient bills and claims, including UB‑04 or HCFA 1500 as applicable.
Experian Costa Rica
Manage inbound calls across different business segments., Interpret consumer credit reports, respond to general inquiries, handle fraud alert requests, and process credit score reports., Analyze written or verbal grievances or disputes; route complex issues to specialized teams when necessary., Educate consumers on dispute management and immediate resolution options., Process dispute requests, including contacting financial institutions for further investigation and proof validation., Ensure accuracy and integrity of database records., Adhere strictly to guidelines under the Fair Credit Reporting Act (FCRA) and other applicable regulations.
Sykes/Sitel/Foundever Costa Rica
Provide high-quality resolutions via phone, email, or chat, based on Capital One Bank policies and procedures., Handle complex client issues—escalations, troubleshooting, high-sensitivity cases., Accurately document customer interactions in the database/CRM., Identify issues and proactively offer solutions., Meet individual and team KPIs in areas like service quality, productivity, and customer satisfaction., Follow up until resolution—handling requests, payments, account changes, transactions, etc., Communicate with coaches, team members, and other departments regarding trends, challenges, and solutions., Maintain equipment and confidentiality standards., Take on other tasks as assigned by supervisors.
Bachelor of Arts
Discover other professionals with similar experience
Concentrix Nicaragua
Respond to inbound customer inquiries via phone, chat, or email—focused on iTunes, Apple Media Services, billing issues, account access, content library management, subscriptions, and digital purchases., Follow structured call flow guides or scripts to ensure consistent support quality., Troubleshoot and resolve issues such as payment discrepancies, purchase refunds, subscription management, library syncing, and playback problems., Accurately log interaction details and troubleshooting steps in internal ticketing or CRM systems., Escalate complex technical issues to higher-level support or Apple engineers when necessary., Foster positive customer experiences through empathy, clarity, and efficient resolution., Offer add-on services or alternative solutions when appropriate (e.g., recommending Apple Music family plans, updated payment methods).
Remitly SPi Global Nicaragua
Provide exceptional support to customers via phone, email, and live chat., Assist with transaction inquiries, account issues, and general questions about Remitly services., Troubleshoot payment or delivery delays, transaction errors, and other issues., Follow standard operating procedures and compliance guidelines., Escalate complex cases to appropriate departments when necessary., Maintain accurate and detailed records of customer interactions., Uphold Remitly’s values of customer centricity, integrity, and transparency., Identify trends and share feedback with teams to improve product and service quality.
SITEL Nicaragua
Handle incoming customer service calls professionally and efficiently., Provide accurate, empathetic assistance regarding MoneyGram products, policies, and services., Complete training modules and meet quality assurance benchmarks successfully., Deliver support through clear communication, read financial disclosures, and apply relevant terminology effectively., Demonstrate empathy, active listening, and build rapport to exceed customer expectations., Diagnose and resolve issues accurately and independently, escalating when necessary., Perform accurate data entry, multitask across systems, and maintain records precisely.
