Jonathan

Top Rated KYC Verified AI Support

Commercial operations and process management professional with 6+ years of experience supporting deal execution workflows, customer operations.

San José, Costa Rica Full-Time

Marketplace protected

About

Commercial operations and process management professional with 6+ years of experience supporting deal execution workflows, customer operations, stakeholder coordination, CRM documentation, SLA-driven escalations, and data-driven process improvement across enterprise technology, financial services, healthcare, and advisory environments. Experienced coordinating cross-functional stakeholders, managing ambiguity in complex operational scenarios, improving documentation quality.

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Core Experience

Industry experience

IT Services & IT Consulting
IT System Operations & Maintenance
SaaS Platforms
Sales Software
Social Media Marketing Software

Jobs to be done

Customer Onboarding
Marketing Strategy
Project Manager

Availability & Logistics

Availability

Full-Time

Work arrangement

Remote

English level

Near-Native Fluency (C1/C2)

Languages

Portuguese, Spanish

Roles Qualified For

Customer Success Manager

Customer Success Specialist

Support Engineer

Technical Support Specialist

Account Executive

Work Experience

Account Manager

https://www.postoakgroup.co/ · Dec 2025 – Present

• Supported deal execution and commercial operations workflows by coordinating buyer/investor outreach, CRM documentation, stakeholder follow-up, diligence requests, and time-sensitive transaction deliverables.

• Improved sales operations support and commercial process visibility by tracking outreach activity, documenting client priorities, maintaining follow-up records, and aligning next steps across business owners, advisors, buyers, and investors.

• Managed ambiguity in active advisory engagements by translating founder objectives into structured priorities, process requirements, stakeholder updates, and execution recommendations.

• Coordinated cross-functional commercial priorities across executives, business owners, buyers, investors, senior advisors, and internal teams to maintain deal process momentum.

Support Engineer

https://amadeus.com/en · May 2024 – Dec 2025

• Improved enterprise customer operations by resolving 1,900+ SaaS/software incidents involving integrations, APIs, XML/HTML errors, infrastructure services, platform issues, system performance concerns, and workflow disruptions.

• Strengthened SLA-driven process management by documenting issue details, customer impact, technical findings, escalation status, resolution steps, and follow-up actions.

• Supported delivery and production support continuity by guiding customers through business-critical cases, technical issues, product changes, and workflow-impacting disruptions.

• Improved data-driven process visibility by standardizing ticket fields, incident records, Salesforce dashboard data, and recurring-issue documentation to support KPI reporting and operational follow-up.

Customer Onboarding Specialist

https://www.fisherinvestments.com/en-us · Nov 2022 – Nov 2023

• Supported regulated customer service operations for high-net-worth U.S. clients by coordinating account setup, documentation review, transfer requests, service inquiries, and internal follow-up actions.

• Resolved complex operational discrepancies by coordinating with internal teams and external financial institutions while maintaining accurate client records and documented next steps.

• Improved compliance readiness by reviewing KYC/AML documentation, escalating documentation gaps, coordinating account restrictions, and supporting regulatory follow-up requirements.

Operations Analyst

https://www.stryker.com/index.html · Nov 2021 – Sep 2022

• Improved regional process governance and continuous improvement by migrating payment workflows for 4 LATAM countries into Costa Rica's shared service center through workflow documentation, stakeholder coordination, and process validation.

• Supported Finance operations and internal controls by reviewing payment proposals, coordinating payment approvals, resolving exceptions, and maintaining SOX-aligned audit-ready documentation.

• Increased operational visibility by maintaining Salesforce records, payment status data, exception follow-up documentation, KPI reporting, and dashboard tracking.

Help Desk Specialist

https://www.ibm.com/us-en · Apr 2020 – Oct 2021

• Supported enterprise operations in a large, matrixed multinational environment by managing ServiceNow tickets, infrastructure troubleshooting, customer communication, and technical documentation.

• Supported customer environment continuity for 300+ clients during IBM-to-Kyndryl migration activities by validating configurations, assisting transition support, and documenting technical procedures.

• Improved reporting visibility by analyzing recurring issue patterns, ticket data, text-based records, and system behavior to support issue classification and operational insights.