JONATHAN LUISIDARDO ARRIAGA MAQUIZ
Remote Operations & Customer Experience Specialist
Guatemala
Summary
Bilingual (English-Spanish) Operations and Customer Experience Specialist with over 5 years of experience supporting U.S.-based companies across finance, healthcare, and platform operations. Skilled in conflict resolution, fraud and risk handling, compliance interpretation, and high-stakes customer interactions. Known for maintaining strong performance metrics while improving workflows, ensuring data accuracy, and supporting team success in fast-paced remote environments.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Scheduler Specialist / Medical Assistant
Outsourced Clinical Services - Texas Digestive Disease Consultants
02.2025 - Current
- Manage patient scheduling and coordination while ensuring accuracy across medical documentation systems.
- Communicate complex medical procedures clearly to patients.
- Maintain sensitive patient records following strict confidentiality standards.
- Collaborate with healthcare professionals to ensure documentation completeness and operational efficiency.
- Consistently meet performance expectations in a fast-paced clinical environment.
Conflict Resolution Agent (Airbnb Account)
IntouchCX
02.2024 - 01.2025
- Managed complex escalations between hosts and guests while balancing company policies and customer satisfaction.
- Evaluated disputes involving payments, cancellations, and platform responsibility.
- Interpreted emotional tone and intent to deliver fair and policy-aligned resolutions.
- Maintained strong customer satisfaction metrics under high-pressure scenarios.
Customer Service Agent - Fraud & Account Support
ACT (Bank of the West)
02.2023 - 01.2024
- Assisted customers in fraud-related account situations requiring accuracy and risk awareness.
- Authorized international card permissions and handled account security actions.
- Supported sensitive financial operations while maintaining compliance standards.
- Informally supported onboarding and guidance for new team members.
Payroll Specialist (Square Account)
24-7 Intouch, Inc.
10.2021 - 01.2023
- Provided payroll and tax support for U.S.-based businesses.
- Interpreted compliance requirements and simplified complex regulatory information.
- Worked with structured financial data and internal documentation systems.
- Participated in workflow improvement initiatives and internal feedback programs.
Customer Service Agent (Amazon Account)
TELUS International
06.2021 - 10.2021
- Resolved order issues, refunds, and delivery investigations.
- Completed supervisor training focused on coaching and exception handling.
- Recognized as a top-performing agent within the team.
Customer Service Representative (Walmart Vaccine Project)
Alorica Guatemala
02.2021 - 04.2021
- Provided accurate vaccine-related information using internal databases.
- Supported large-scale public information operations during high-demand periods.
Project Assistant
Indiman S.A.
06.2019 - 12.2019
- Coordinated daily construction site operations and monitored task execution.
- Assisted with blueprint review and resource allocation.
- Supported team coordination and operational logistics.
Electrical Technician
J&E Multiservicios S.A.
04.2018 - 06.2018
- Installed and connected electrical panels in industrial environments.
- Worked collaboratively under demanding field conditions.
Education
Electrical Engineering Studies - Completed First Academic Year
University of San Carlos of Guatemala (USAC)
English Proficiency Certification - Level 16
CALUSAC - University of San Carlos of Guatemala
Industrial Bachelor & Certified Electrician - undefined
Liceo Educativo Técnico Escuintleco (L.E.T.E.)
Skills
Conflict Resolution & Escalation Handling
Risk & Fraud Investigation Support
Customer Experience Optimization
Process Improvement
Data Accuracy & Documentation
Compliance Interpretation
Cross-functional Collaboration
CRM & Knowledge Base Systems
Remote Work Environments
Bilingual Communication (English – Spanish)
Documentation & Case Management Tools
Remote Collaboration Platforms
Performance Metric Environments
Additional Information
Volunteer Translator – Logos Hope Ship (2018) •
Facilitated communication between international crew members and local
visitors.
Timeline
Scheduler Specialist / Medical Assistant
Outsourced Clinical Services - Texas Digestive Disease Consultants
02.2025 - Current
Conflict Resolution Agent (Airbnb Account)
IntouchCX
02.2024 - 01.2025
Customer Service Agent - Fraud & Account Support
ACT (Bank of the West)
02.2023 - 01.2024
Payroll Specialist (Square Account)
24-7 Intouch, Inc.
10.2021 - 01.2023
Customer Service Agent (Amazon Account)
TELUS International
06.2021 - 10.2021
Customer Service Representative (Walmart Vaccine Project)
Alorica Guatemala
02.2021 - 04.2021
Project Assistant
Indiman S.A.
06.2019 - 12.2019
Electrical Technician
J&E Multiservicios S.A.
04.2018 - 06.2018
English Proficiency Certification - Level 16
CALUSAC - University of San Carlos of Guatemala
Industrial Bachelor & Certified Electrician - undefined
Liceo Educativo Técnico Escuintleco (L.E.T.E.)
Electrical Engineering Studies - Completed First Academic Year
University of San Carlos of Guatemala (USAC)