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Fabricio F. — Mid-Level Fintech Customer Support Specialist from Costa Rica

Fabricio F.

Mid-Level Fintech Customer Support Specialist

Costa Rica 6+ years
Open to offersNew to Platform
Languages
españolEnglish
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About

Fabricio F. is a skilled Customer Support Specialist with extensive experience in serving the U.S. market, particularly within the fintech sector. His expertise lies in managing customer interactions across email, chat, and voice channels. He excels in case management, resolving disputes, processing payments, and ensuring compliance with data privacy and financial regulations. At Bill Gosling Outsourcing, he manages high volumes of support tickets and performs root cause analysis to resolve customer issues effectively. Fabricio consistently meets SLAs, KPIs, and quality standards. As Founder and Operations Manager of Fernández Fitness, he is adept at managing customer relationships and executing back-office functions. His technical skills include proficiency in Microsoft Office, ticketing systems, CRM platforms, and remote work tools. With a B2 English proficiency, he leverages strong written and verbal communication to maintain high customer satisfaction.

Experience

  • Customer Support Specialist

    BILL GOSLING OUTSOURCING · 2025 — Present
    Provided customer support via email and telephone as needed, managing a high volume of tickets related to payments, due dates, accounts, disputes, and financing. Utilized ticketing and CRM tools for case resolution while adhering to SLA and KPI metrics. Conducted root cause analysis on cases for effective solutions, and handled sensitive financial and personal information in compliance with data privacy policies. Escalated complex cases and followed through to resolution, consistently meeting quality, productivity, and performance metrics.

  • Founder and Operations Manager

    FERNÁNDEZ FITNESS · 2010 — Present
    Oversaw customer service and digital communication through email, messaging, and direct interaction. Executed back office functions, including scheduling, billing, and client management. Followed up with clients and addressed inquiries to ensure customer satisfaction while developing and maintaining long-term business relationships.

  • Customer Service & Sales Representative

    ARTE EN MOVIMIENTO – Advertising Agency · 2009 — 2009
    Handled customer inquiries and managed requests through written and in-person channels. Provided support during sales processes and followed up with clients.

  • Administrative Manager and Public Relations

    IBIZA ULTRA LOUNGE · 2008 — 2009
    Managed client relationships through in-person and phone interactions while coordinating operations, schedules, and administrative reporting.

  • Customer Service & Betting Agent

    DUNES SPORTS · 2005 — 2006
    Provided customer service for account inquiries and operational support. Recorded information and ensured compliance with internal processes.

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