Joselyn Brenes Guzmán
SENIOR CUSTOMER SERVICE AND PAYMENT AGENT
Professional Summary
Bilingual Account & Customer Success Specialist with over 6 years of experience in
client-facing roles for North America-based companies. Skilled in managing client
relationships, conflict resolution, and team leadership. Strong background in digital
payment systems, international customer operations, and training. Holds academic
experience in international trade and customs. Adept at delivering high-impact
support and driving client growth through proactive ser vice and strategic solutions.
Core Competencies
Account Management
Customer Success & Retention
Client Relationship Management
International Customer Support
Conflict Resolution & Troubleshooting
Training & Staff Development
Digital Payment Operations
Cryptocurrency Transactions
Fraud Prevention & Risk Management
E-commerce Operations
B2B Communication
Spanish (Native), English (Professional
Proficiency)
Contact Details
--Sabanilla, San José.
Language Skills
Spanish - Native
English - Professional proficiency
Professional Experience
BETANYSPORTS (BAS)
SENIOR CUSTOMER SERVICE AGENT
OCTOBER 2020 – JANUARY 2025
Delivered high-level support to North
America-based clients via phone, email,
and chat.
Resolved complex issues related to
bonuses, deposits, payouts, claims, and
casino operations.
Led training and onboarding for new
agents; provided mentorship and
support for escalated cases.
Managed recruitment efforts for the
department, including candidate
screening and interviews.
Processed and reviewed payouts,
ensuring accurate documentation and
compliance with internal policies.
Guided customers through
cryptocurrency transactions, addressing
delays and ensuring client confidence.
Resolved customer conflicts with a focus
on maintaining customer satisfaction.
Acquired and applied knowledge in
fraud detection and prevention,
identifying suspicious activities and
ensuring secure transactions.
Utilized IOvation fraud prevention tools
to monitor and mitigate risks, ensuring
the integrity of customer accounts and
company operations.
Education
University of Costa Rica
Bachelor’s Degree in Customs Administration and
Foreign Trade
2013 – Present (in progress)
Focus on international trade, import/export
regulations, and global logistics.
Liceo Fernando Volio Jiménez
High School Diploma
2008 – 2012
STT CONSULTING
Customer Service Agent (Bilingual)
2018 – 2020
Assisted clients in both English
and Spanish across multiple
platforms.
Specialized in sportsbook
operations, including betting
structures, match outcomes, and
payout disputes.
Identified and prevented
fraudulent activity using
IOvation and internal tools.
Delivered secure and compliant
support in line with company
standards.
SYKES
Customer Service & Sales Agent (English)
2017 – 2018
Sales and customer service agent
(English) for a company located
in the United States.
Librería Policromía
Teller, Customer Service, and Quotation
Manager
2014 – 2017
Handled customer service duties
and sales operations. Managed
quotations and assisted customers
directly.
Technical & Business
Tools
IOvation Fraud Tools
Cryptocurrency Wallets &
Transactions
Microsoft Office Suite
Chat and Ticketing Systems (e.g.,
Zendesk-like platforms)
