I

Ian Pavel Rosado Aguero

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Ciudad de México, Mexico

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  • AT&T
    Senior B2B Customer Care & Collections Representative
    AT&T
    Sep 2024 - Jun 2025 (10 months)
    Serve as a strategic frontline agent resolving complex billing issues and negotiating payment plans for high-value business accounts. Built Excel dashboards using Power Pivot for Collections and CSAT tracking, improving goal transparency and agent efficiency. Collaborate with Retention, Billing, and Back Office teams to de-escalate disputes and promote service continuity. Improved KPI metric attainment from 85% to 105% in under 3 months through proactive handling and data-informed strategies.
  • Firstsource Solutions
    Senior HRA Support Specialist
    Firstsource Solutions
    Apr 2024 - Sep 2024 (6 months)
    Provided white-glove phone support to senior members completing Health Risk Assessments, adhering to HIPAA compliance. Achieved 100% monthly KPI targets (AHT, QA, completion rate), recognized for top performance across Mexico and Philippines sites. Delivered peer assistance during floor operations, bridging process knowledge gaps and providing real-time troubleshooting.
  • Concentrix
    Driver & Courier Support Representative
    Concentrix
    Feb 2023 - Apr 2024 (1 year 3 months)
    Supported delivery partners and drivers in live/non-live orders, account concerns, and COE escalations across 60+ daily interactions. Consistently met KPIs (CSAT, AHT, Adherence), contributed to center-wide calibration sessions and process alignments. Delivered peer coaching, real-time feedback, and guidance on tool usage to optimize team performance and service quality.