Hire the Best Conflict Resolution Specialists
in Nicaragua

I bring over 17 years of experience in leadership roles across customer service, banking, telecommunications, healthcare, and merchandising industries. I’ve successfully led teams as a supervisor and manager, consistently driving performance, improving workflows, and aligning operations with strategic goals. My strengths lie in team management, back-office operations, and performance optimization. I’m highly skilled at setting and tracking KPIs, coaching staff for continuous improvement, and implementing AI-driven solutions to streamline processes and boost productivity. Whether you need someone to lead a team, manage day-to-day operations, or optimize customer support systems, I offer the experience, structure, and results-driven mindset to help your business grow.

7¬+ Year of experience as VA, CSR and Fraud investigator Hey there! I´m Jose, From Nicaragua, I´m an undergraduate Marketing and Publicity Student I’m a results-driven professional with 7+ years of experience in customer service, support operations, and fraud investigation across major international companies. I worked 4 years as a CSR in Capital one (USA & CANADA), handling high-volume client interactions, resolving account issues, and ensuring customer satisfaction selected to be part of a pilot CSR program for Canada, where I gained experience in adapting workflows for new markets, in Starbucks I provided customer service support for over a year strengthening my skills in problem-solving, empathy, and communication with diverse customer groups and finally in Remitly I served as a fraud investigator analyzing suspicious transaction, identifying risks, and ensuring compliance with security protocols to protect customers and the company. Core Skills Customer support (phone, chat and email.) Fraud Prevention and Risk Analysis. Dispute Resolution and Escalation Bilingual: English and Spanish Problem-Solving and Process Improvement.

Customer operations professional with experience in permit coordination, inspection scheduling, case management, collections, and compliance-related workflows across home services, legal support, and fintech environments. I've supported customers, partners, and internal teams in fast-paced roles that require accuracy, follow-through, and strong communication. At Remitly, I managed customer complaints, reviewed account activity, resolved 400+ monthly transaction errors, and coordinated with partners to help reduce fund release times by 2 days. I also supported risk-related casework and high-volume issue resolution in regulated processes. At Shelton Plumbing, I supported collections efforts and helped recover approximately $40,000 through strategic follow-up and account resolution. More recently, at Landry Mechanical, I supported customer service operations and later assisted with permit and inspection workflows, including pulling permits, coordinating inspections, handling documentation, and following up with customers and local departments to help move permits toward closure. I'm bilingual in English and Spanish and known for staying organized, adapting quickly to new systems, and keeping complex workflows moving from intake to resolution.

Profile A person that is constantly searching for challenges and ways to improve, started working at 18 years old and have learned about the customer service industry, leadership and team management, about emotional intelligence and unconscious biases. By my previous jobs I have learned time management, critical thinking, improved my decision-making skills and how to be a better manager. Last but not least, as priority I take my values and work ethics that make an employee a great asset for any company.

I have over 12 years of experience in Risk and Compliance, Customer Care, and Data Entry. The majority of my professional background has been in Back Office roles, including positions as a Scam Agent, Risk Investigator, Customer Care Representative, and Email Supervisor. I am focused on complying with user agreements, Terms & Conditions, and Terms of Service to prevent the approval of invalid requests or transactions from unauthorized users or dispute abusers. I have a strong understanding of G-Suite. My experience spans various industries, including remittances, healthcare, retail, technology, and financial services. I have excellent communication skills through phone, email, and chat. I am knowledgeable about KYC, KYB, ATO, AML, OFAC, PEP, EDD, as well as disputes and chargeback procedures and guidelines. I am fluent in English and am a native Spanish speaker. I have an understanding of Healthcare operations and HIPAA compliance. I am familiar with US insurance providers, credit card companies, and shipping carriers.

As a customer service, virtual assistant, and tech support specialist with over 10 years of experience, I bring a wealth of knowledge and expertise to the table. I have a proven track record of providing exceptional customer service and technical support to clients from a wide range of industries. My experience includes handling a variety of customer inquiries, troubleshooting technical issues, and providing guidance on a wide range of topics. I am well-versed in the use of various customer service platforms, including Zendesk and Zoho. I am also proficient in IT skills such as Google Workspace/Suite, Excel, and Slack. Additionally, I have a deep understanding of the industry and the skills necessary to succeed in this role. I have a highly developed sense of integrity and commitment to customer satisfaction. I am a strong team player with a strong work ethic. I am able to communicate clearly and professionally, both verbally and in writing. I am detail-oriented, with strong problem-solving skills and I am a quick learner, able to adapt to new systems and procedures easily. I am committed to providing the highest level of customer service and look forward to the opportunity to contribute my skills and experience to your team.