Michael Gonzalez Vargas

Bill Gosling Outsourcing (BGO) Customer Service Specialist, GLS

Account

Jan 2025 Aug 2025

Delivered customer support for lending services, handling inquiries regarding

accounts, payments, and loan management.

Managed sensitive customer data while ensuring compliance with industry and

company guidelines.

Consistently met call handling time, customer satisfaction (CSAT), and

resolution rate KPIs.

Collaborated with team leads to improve workflow and streamline service

processes.

Amazon Costa Rica Customer Service Associate / Lead Support

2019 2025

Provided frontline support for account changes, billing inquiries, and

subscription management.

Promoted to Lead Position, taking escalations and mentoring new hires.

Resolved high-impact customer issues with empathy and efficiency, reducing

repeat contacts.

Recognized for exceeding performance metrics in quality assurance, AHT

(average handle time), and first-contact resolution.

SYKES Enterprises Sales Representative II / Customer Service

2017 2018

Assisted customers with technical support and service inquiries, ensuring

satisfaction within strict service guidelines.

Achieved top sales performance by upselling products and solutions while

maintaining strong customer relationships.

Delivered consistent KPI achievement, including sales targets, service levels,

and compliance metrics.

Retail Merchandiser Experience – Van Heusen, Tommy Hilfiger, AT&T

2013 2017

Assisted customers with product selection and upselling, enhancing revenue.

Maintained store presentation and inventory accuracy.

Built lasting customer relationships through attentive service and problemsolving.

Software Engineering (In Progress) Cenfotec University

Administrative Technician (2016) Fundación Samuel

Focus: Customer Service, Human Resources, Back-Office Administration,

Accounting, English Proficiency