Adriana Maria Matarrita Céspedes
Verified Expert in Support and Operations
Support & Operations Expert
Alajuela, Alajuela Province, Costa Rica
Toptal member since March 2, 2026
Adriana is a customer success leader focused on account health, retention, and measurable outcomes. A former Amazon leader, she has a proven track record of building scalable processes, driving KPI improvements, and reducing churn through early risk identification and escalation management. She is the right fit for organizations seeking a results-oriented CS leader to stabilize at-risk accounts, scale retention programs, and translate customer signals into product and operational improvements.
Expertise
- CRM
- CRM APIs
- Complex Problem Solving
- Critical Thinking
- Customer Service
- Key Performance Indicators (KPIs)
- Risk Management
- SLA Management
Work Experience
Seller Support Advisor and Supervisor
Amazon.com
- Partnered with top-tier sellers to optimize detail pages, resolve inventory challenges, and expand fulfillment by Amazon (FBA) adoption, driving measurable improvements in account performance.
- Handled escalations and cases, solving complex exceptions, to provide correct solutions following business agreements and improving broken processes.
- Provided one-on-one support for seller support associates to approve reimbursements, exceptions, escalation, and manage important tasks to report Amazon Seller Services issues.
Yardi's Maintenance Support
Sykes
- Supported tenants in solving technical problems and fixing critical issues to provide personalized support, following up with technicians.
- Acted as the primary liaison between tenants and technical teams, triaging issues and ensuring timely resolution of maintenance and service requests.
- Connected tenants' issues with the best professional technicians while working internally with their respective landlords to provide suggestions and process improvements to avoid future problems.
Customer Service Specialist for Account Changes
Amazon.com
- Investigated and remediated compromised accounts, including spam, phishing, and hijacking cases, restoring access while minimizing fraud risk and protecting platform integrity.
- Investigated and escalated high-sensitivity fraud cases such as identity theft, card duplication, and scam activity, coordinating with internal teams to protect customers and mitigate financial exposure.
- Handled the account security process to reinstate blocked accounts caused by incorrect billing, communicated directly with bank issuers, and ensured account information and approved relocations aligned with policy guidelines.
Education
Associate Degree in Portuguese
Costa Rican North American Cultural Center - San Jose, Costa Rica
Bachelor's Degree in Criminology
National University of Distance Education - Palmares, Alajuela, Costa Rica
Skills
Tools
Zendesk, Amazon Seller Central, Amazon Connect, Jira
Administrative Operations
Customer Service, Support, Data Entry, Maintenance
Product Support
Account Settings, Billing Portal
Professional Skills
Critical Thinking
Sales Operations
CRM
Customer Support
Billing Inquiry Handling
Security & Compliance
PCI Compliance
Other
CRM APIs, Advertising, Risk Management, SLA Management, Complex Problem Solving, Field Research, Legal Writing & Analysis, Ethics, Inventory Management, Technical Leadership, Amazon Virtual Private Cloud (VPC), Microsoft, Portuguese, Helpdesk, Compliance, Payroll & Benefits, Operations, Java, Key Performance Indicators (KPIs), SaaS, Application Security, ICMI, Call Centers, ServiceDesk
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