I
Irving Campos Lugo
About
Detail
Heredia Province, Costa Rica
Résumé
Jobs
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Product Support SpecialistSurveyMonkeyMar 2024 - Nov 2025 (1 year 9 months)• Provided technical assistance and troubleshooting via chat, email, and phone, maintaining 95%+ CSAT. • Managed billing, subscriptions, and platform inquiries with accuracy and professionalism. • Assisted in onboarding new hires and contributed to training material updates adopted by leadership. • Collaborated with product and engineering teams to improve user experience and process efficiency.- TAccount ManagerTaskify LLCJan 2024 - Mar 2024 (3 months)• Served as the main contact for client accounts, ensuring satisfaction and retention. • Coordinated cross-functional efforts to meet client expectations and business goals. • Identified upselling opportunities, improving account growth and engagement.
- FTraining SpecialistFanDuel AccountJun 2023 - Dec 2023 (7 months)• Designed and delivered training programs for new hires and existing staff across departments. • Assessed learning needs and created e-learning materials aligned with business objectives. • Monitored training impact, achieving 90%+ course completion and improved onboarding experience.
- FTeam LeadFanDuel AccountJun 2023 - Dec 2023 (7 months)• Led a team of 15+ associates to meet KPIs in quality, attendance, and customer satisfaction. • Implemented coaching strategies that increased team productivity by 12%. • Collaborated with HR and Quality to improve retention and professional growth programs.
- Customer Service RepresentativeSupport Services GroupApr 2023 - Jun 2023 (3 months)Provide customer support through phone, chat, and email with professionalism and clarity. ● Resolve product, account, and service-related inquiries efficiently while maintaining high satisfaction. ● Troubleshoot customer issues, escalate complex cases, and follow up to ensure resolution. ● Guide users through product features, processes, and best practices. ● Maintain accurate records of interactions, cases, and follow-ups in CRM systems. ● Handle billing, payments, refunds, and subscription inquiries with precision. ● Meet performance targets such as response time, quality, resolution rate, and CSAT. ● Communicate customer feedback and recurring issues to supervisors or product teams. ● Collaborate with cross-functional teams (support, t
- Training SpecialistAmazonApr 2022 - Jun 2022 (3 months)• Developed and delivered training workshops for customer service associates. • Gathered feedback and adjusted training materials to enhance learner engagement and retention.
- Team ManagerAmazonOct 2020 - Feb 2021 (5 months)• Supervised daily operations of 20+ associates, maintaining performance metrics above target. • Facilitated career development sessions resulting in multiple internal promotions.
- Training AssistantAmazonMay 2020 - Aug 2020 (4 months)• Coordinated onboarding and training logistics, managing attendance and documentation. • Supported trainers with material preparation and evaluation of program effectiveness.
- Advisor / MentorAmazonMar 2020 - May 2020 (3 months)• Provided guidance and feedback to new hires, supporting professional growth and confidence. • Encouraged accountability and self-awareness through regular check-ins and mentoring sessions. • Assisted HR operations including recruitment, onboarding, and record management. • Supported training and employee engagement programs aligned with organizational goals.
- Customer Service AgentAmazonOct 2017 - Jun 2022 (4 years 9 months)Provide customer support through phone, chat, and email with professionalism and clarity. ● Resolve product, account, and service-related inquiries efficiently while maintaining high satisfaction. ● Troubleshoot customer issues, escalate complex cases, and follow up to ensure resolution. ● Guide users through product features, processes, and best practices. ● Maintain accurate records of interactions, cases, and follow-ups in CRM systems. ● Handle billing, payments, refunds, and subscription inquiries with precision. ● Meet performance targets such as response time, quality, resolution rate, and CSAT. ● Communicate customer feedback and recurring issues to supervisors or product teams. ● Collaborate with cross-functional teams (support, t
- WHR AuxiliaryWalter Mendoza Police AcademyJan 2014 - Dec 2015 (2 years)
Education
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- UBachelor's Degree inUNIVALJan 2012 - Jan 2016 (4 years 1 month)