Oscar Cisneros Real Time Analyst

Real Time Analyst

Foundever

Jan 2021 - Jan 2024 (3 years 1 month)

After joining the company as a customer service agent. I had the opportunity to be an SME (Product Specialist) where I helped provide support to agents by helping them facilitate their concerns. Then I obtained the position as WFM (workforce management) operating internally with the company with daily optimization reports among others, all remotely since It was in a Costa Rica account. • Excel. In order to keep order, the Excel tool was essential for daily reports, late hours, schedules, vacations. • eWFM software. Among the tasks to be carried out is optimization, which consists of ordering without affecting the projection of calls in certain intervals. • Power BI. in the same way to be able to take dynamic tables to another level of org

Sales Representative

Concentrix

Jan 2018

I always worked in the sales area for DISH (USA) selling their cable services. • Compression with clients. • Management of sensitive information. • I work under pressure. Since there was a monthly goal, it was necessary to focus on achieving it monthly.

Sales Representative

Fusion BPO Services

Jan 2017 - Jan 2018 (1 year 1 month)

Telephone sales representative. I worked selling for the company AT&T (USA), Cable, Telephony, Internet, etc. Then I had the opportunity to grow as an RTA (real time analyst). • Sales. My main role was to sell the services that AT&T provided, I gained experience with CLT management and retention. • Management of sensitive information. Had to protect Customer Information. such as your name to credit history. • Trust. I needed to convey confidence to the client to obtain their data and be able to satisfy their needs and explain why they needed said information. • Internal control management. I got the opportunity to be part of the company internally, my role consisted of obtaining reports on: the organization of schedules, vacations, daily l

Customer Service Representative

Teleperformance

Jan 2016 - Jan 2017 (1 year 1 month)

My role consisted of answering calls in English, solving problems that a client may have between them, technical support, customer service, etc. It had to be resolved as soon as possible and satisfy the client. Among them: • Payment process. Handling of sensitive information such as cards and personal information. • Product Knowledgeable. In order to be efficient, one had to know the company's product information in detail and know how to use internal tools. • Software management. You had to use the tools provided by the company and know how to organize yourself to do it on each call.

Oscar Cisneros

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