Katherine Arias Araya

Professional profile

Bilingual (English/Spanish) customer care supervisor with 15+ years in customer-facing roles and 10+ years running service delivery, staff training, and the operational systems behind them. Supervises a remote team of 18 agents delivering enterprise customer care inside a contracted BPO program for Stride K12, managing attendance, coverage, coaching, performance analysis, quality monitoring, and escalations against client-defined service-level and quality standards. Builds the knowledge base, documentation standards, and enablement content customer-facing teams run on, and has deployed AI-assisted response tooling to shorten resolution times and standardize answer quality.

• 18Agents supervised
• 85%First-contact resolution
• 200+Weekly customer contacts
• 15+Years customer-facing

Core capabilities

Team leadership: Team supervision, attendance and staffing coverage, training and coaching, performance conversations, agent-performance analysis, new-hire onboarding, remote team leadership

Service delivery and quality: SLA performance, quality assurance and call calibration, CSAT and quality scoring, first-contact resolution, escalation management, case and ticket management

Voice of the customer: Complaint and conflict resolution, customer retention, feedback and insight reporting, touchpoint and process improvement, root-cause analysis

Bilingual and market: English Spanish interpretation, translation and localization, policy and procedure documentation, US Hispanic and LATAM markets

Professional experience

1. Bilingual Customer Care Supervisor / Team Lead

   Jul 2026 – Present

   Ascen / Upwork · Remote

   Workforce partner delivering enterprise customer care and technical support for Stride K12, a national online-learning provider. Promoted from Bilingual Customer Care & Technical Support Specialist to supervise a remote team of 18 customer service agents.

   • Supervise 18 customer service agents delivering bilingual support to K-12 students, parents, and learning coaches across Stride learning platforms.
   • Manage daily attendance, staffing coverage, team readiness, and service-delivery priorities against contracted service-level and quality requirements.
   • Lead team meetings, training, individual coaching, and performance conversations focused on service quality, troubleshooting, documentation, and escalation judgment.
   • Analyze operational and agent-performance data to identify trends, evaluate results, address performance gaps, and establish coaching priorities.
   • Monitor case quality and manage escalated customer and technical issues, coordinating with specialized teams through resolution.
   • Reinforce documentation, onboarding, and bilingual communication standards supporting service consistency, case continuity, quality evaluation, and reporting.

   Bilingual Customer Care & Technical Support Specialist Jul 2025 – Jul 2026

   • Delivered bilingual frontline and escalated technical support to K-12 students, parents, and learning coaches across Stride platforms.
   • Owned account-access, enrollment, and device-configuration issues through resolution, escalating platform defects when required.
   • Produced detailed case documentation and translated technical instructions into clear English and Spanish guidance.

2. Bilingual Customer Service Representative

   Apr 2025 – Jul 2025

   ModSquad · Remote

   Outsourced customer-experience provider delivering support for Ownwell, a property-tax assessment and appeals service.

   • Handled high-volume inbound and outbound calls plus bilingual English/Spanish email support for property tax clients.
   • Created and maintained detailed support tickets, tracking appeals, filing deadlines, and account issues to resolution.
   • Translated complex property tax concepts and assessment appeals into clear, accessible guidance in both languages.
   • Partnered with internal teams to escalate and close cases within contracted service commitments.

3. Bilingual Customer Support Lead

   Jan 2023 – Present

   Degen Brands LLC · Remote

   AI workflow-automation and growth consultancy serving B2B, SaaS, fintech, and emerging-technology companies.

   • Manage 200+ customer inquiries per week across live chat and email, resolving 85% at first contact.
   • Support a 500+ member investor community with product updates, onboarding guidance, and issue resolution.
   • Build and maintain the FAQ, product documentation, and user guides the support team answers from, in English and Spanish.
   • Deployed AI-assisted response tooling that shortened resolution times and standardized answer quality across the team.
   • Direct designers producing customer-facing content, campaign assets, and investor presentations.

4. Bilingual Client Services Liaison

   Sep 2018 – Dec 2022

   Sensi Starz Media & Consulting · Remote

   Marketing, operations, compliance, and commercialization consultancy serving licensed agricultural producers in California's regulated markets.

   • Served as primary liaison between executives, contractors, and Spanish-speaking customers across retail, manufacturing, and distribution partners.
   • Translated corporate policies, safety protocols, and customer service materials into Spanish for staff and client use.
   • Coordinated supplier and distribution partners through product launches, aligning schedules, specifications, and customer commitments.
   • Authored brand and communication guidelines that standardized customer-facing messaging across channels.

5. Customer Service Representative

   Apr 2017 – Dec 2017

   AlphaGraphics · Oakbrook Terrace, Illinois

   Business printing, signage, and marketing-services franchise serving regional commercial accounts.

   • Managed customer orders from intake through completion, confirming specifications, pricing estimates, deadlines, and quality control.
   • Resolved order discrepancies, revisions, and rush changes to protect delivery commitments.
   • Introduced a customer engagement approach that lifted walk-in conversions 20% and repeat retention 15%.
   • Coordinated production scheduling and deadlines through project management platforms.

6. Customer Care & Translation Specialist

   Jan 2016 – Jan 2017

   Costa Rica Solar Solutions · Jacó, Costa Rica

   Commercial and residential renewable-energy provider serving Costa Rica.

   • Coordinated between technical teams and customers to schedule installations and field service visits.
   • Advised Spanish-speaking customers on system specifications, installation process, and cost-benefit questions.
   • Localized contracts, marketing materials, and customer documentation for regional audiences.
   • Delivered bilingual training sessions on system operation, incentives, and maintenance.

7. Retail Customer Service Manager

   Jan 2010 – Dec 2015

   LimeCoral Apparel & LimeCoral, Ltd. · Jacó, Costa Rica

   International surf-lifestyle brand and interactive agency serving consumer and enterprise markets.

   • Managed daily customer service operations for an international surf and lifestyle retail brand across a six-year tenure.
   • Trained and coached staff on bilingual service standards, cultural awareness, and sales technique.
   • Oversaw inventory levels, replenishment accuracy, and merchandising layout across the retail floor.
   • Coordinated promotional events and product launches supporting international market expansion.

Technology

CRM and ticketing: Salesforce, Zoho CRM, case and ticket management systems

Customer platforms: Stride OLS, Canvas, live chat, email, phone, social and community channels

Reporting and data: Microsoft Excel, Google Sheets, Airtable

Collaboration: Slack, Microsoft Teams, Trello

AI and enablement: OpenAI, Claude Code, Google Gemini, Zapier, Adobe Creative Suite, Figma, Canva

Education and languages

Education: Atenas High School · Atenas, Costa Rica

Languages: English (Fluent) · Spanish (Fluent)