Summary
Overview
Work History
Education
Skills
Languages
Timeline
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PAULA CHAN

Alajuela

Summary

Dynamic professional with HR case management expertise and a client-centered approach. Proven ability to enhance customer service excellence and maintain data protection compliance.Proactive Law Clerk with bilingual abilities and offering excellent legal documentation skills. Excellent presentation strengths and experience in depositions.

Overview

8
8
years of professional experience

Work History

Customer Support Specialist

LL BEAN
ESCAZU
03.2025 - Current
  • Ensured customer satisfaction through effective communication skills and problem resolution techniques.
  • Responded to customer emails and phone calls promptly, courteously, and professionally.
  • Participated in team meetings to discuss strategies for improving customer experience.

HR Case Manager

Amazon
San José
08.2022 - 12.2024
  • Transitioned from Human Resources Representative role to Case Manager position
  • Aug 2022-July 2023 (remote)
  • Promoted to HR Case Manager after specialised training and role expansion
  • Managed inbound and outbound communications alongside back office tasks in English and Spanish
  • Rejoined in 2024
  • Executed client-centered interventions, targeting immediate and long-term needs.
  • Compiled reports on cases and submitted them to supervisors as required.
  • Collaborated with healthcare providers, lawyers, employers and other stakeholders involved in a client's case.
  • Maintained accurate case records and documentation according to agency guidelines.

Legal Assistant

CEO LAWYER LAW FIRM
Carrollton
01.2024 - 05.2024
  • Ensured that all paperwork was properly filed according to established procedures.
  • Provided administrative support to attorneys by managing calendars; scheduling appointments; organizing files; preparing correspondence; filing court documents; and obtaining necessary signatures.

  • Updated databases with new information received from attorneys or clients.
  • Reviewed and prepared legal documents, such as contracts, pleadings, motions, briefs, memoranda of law and discovery requests.
  • Researched case law, statutes, regulations and other legal authorities to support assigned tasks.
  • Analyzed data related to cases for use in research or litigation purposes.

Customer Service Representative

SYKES
San José
05.2021 - 11.2023
  • Fraud Detection Specialist at Capital One (May 2021-Aug 2021) (remote)
  • VERIZON Client Support Specialist (Aug 2023-Nov 2023)
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered customer inquiries via phone, email, and chat.
  • Collaborated with internal teams, such as legal and compliance, to ensure adherence to applicable regulations and laws.
  • Analyzed financial documents including bank statements and credit card statements for discrepancies or evidence of attempted frauds.

Teacher assistant

Lighthouse
Escazú
01.2017 - 08.2022
  • Worked as a substitute teacher from 2017-2021
  • Became the pre-school teacher assistant from Jan 2022- Aug 2022 (6 months)
  • Enhanced teaching techniques and emotional learning through practical training experiences
  • Developed strong patience and deep listening in teaching environment

Education

Law - Law

UACA
Curridabat
12-2025

Skills

  • HR case management expertise and legal knowledge
  • Salesforce proficiency
  • Data protection compliance
  • C1 English proficiency
  • Customer service excellence
  • Client-centered approach
  • Solution-focused techniques
  • Effective communication

Languages

English
Native/ Bilingual

Timeline

Customer Support Specialist

LL BEAN
03.2025 - Current

Legal Assistant

CEO LAWYER LAW FIRM
01.2024 - 05.2024

HR Case Manager

Amazon
08.2022 - 12.2024

Customer Service Representative

SYKES
05.2021 - 11.2023

Teacher assistant

Lighthouse
01.2017 - 08.2022

Law - Law

UACA

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