Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Daniel Ogando Montero

Daniel Ogando Montero

Quality Assurance Associate
Lockhart,TX

Summary

Experienced Quality Assurance Specialist with a talent for efficiently managing multiple priorities and tasks. Strong communication and organizational skills lead to successful project outcomes. Dedicated to upholding high standards through meticulous review and auditing processes.

Overview

7
7
years of professional experience
3
3
years of post-secondary education
2
2
Languages

Work History

Quality Assurance Specialist

Alorica USA
Irvine, California
02.2025 - Current
  • Review 70+ customer service calls weekly in English and Spanish, ensuring compliance with company standards, regulatory guidelines, and operational processes.
  • Attend calibration meetings with clients to ensure alignment on evaluation criteria, expectations, and quality standards.
  • Provide detailed feedback to agents based on call evaluations, identifying trends, and recommending improvements to enhance service quality.
  • Document findings and collaborate with team leads to address performance gaps, contributing to improved customer satisfaction and compliance.
  • Contribute to creating and refining QA guidelines to ensure consistency and fairness in evaluations across teams.
  • Maintain a high level of bilingual communication accuracy, ensuring both English and Spanish calls meet established quality benchmarks.

Technical Support Agent

Alorica USA
Irvine, California
08.2024 - Current
  • Provided front-line technical support to customers via phone, email, and assisting with software, hardware, and network issues.
  • Diagnosed and resolved customer inquiries, achieving a first-call resolution.
  • Documented all customer interactions and solutions in the ticketing system (Service Now), ensuring accurate tracking and follow-up.
  • Collaborated with engineering and product teams to escalate complex issues and improve product reliability.
  • Resolved 30+ technical support inquiries per day.

Workforce Scheduler and Forecaster

Alorica
Santo Domingo , Dominican Republic
04.2023 - 01.2024
  • Developed and maintained dynamic scheduling models to ensure optimal staffing coverage across all business hours, supporting consistent service levels.
  • Built customized Excel dashboards to identify headcount gaps and proactively inform hiring and scheduling strategies.
  • Collaborated closely with operations leadership and HR to align workforce planning with business objectives, communicating schedule needs to Talent Acquisition teams.
  • Utilized Verint and Spectrum to implement schedule adjustments and manage intraday changes.
  • Reviewed and actioned PTO requests and shift changes based on real-time staffing and long-term forecast data.
  • Managed onboarding support via ServiceNow, including credentialing and schedule alignment for new hires.
  • Participated in weekly capacity planning and strategy meetings, providing insights on attrition, shrinkage, and future resource needs.
  • Facilitated weekly syncs with directors and management to review performance trends, headcount planning, and overtime strategies.
  • Used CMR to manage agent skill assignments, optimizing team flexibility and support coverage.

Workforce Real Time Associate

Alorica
Santo Domingo , Dominican Republic
04.2022 - 04.2023
  • Supported operations by providing real-time updates and analytics on service levels (SLs), call volumes, and agent performance.
  • Generated and distributed hourly reports detailing key metrics such as calls handled, calls taken, and call volume projections to assist in workforce planning.
  • Managed real-time adjustments to agent schedules, including providing Voluntary Time Off (VTO) opportunities to optimize staffing levels.
  • Took on additional responsibilities during supervisor absences, including approving or denying Paid Time Off (PTO) requests and ensuring team adherence to schedules and protocols.
  • Monitored agents in real-time to verify correct auxiliary (aux) status and enforce adherence to break and work time policies.
  • Approved or denied coaching and meeting requests based on current service levels and team needs to maintain operational efficiency.
  • Utilized Verint workforce management software and advanced Excel functions to analyze data and support decision-making processes.

Customer Experience - Technical Support

Alorica
Santo Domingo , Dominican Republic
09.2020 - 04.2022
  • Delivered customer service and technical support for a wide range of Samsung home appliances, including ranges, dishwashers, washers, dryers, microwaves, refrigerators, and more.
  • Assisted customers with troubleshooting appliance issues such as ice-maker malfunctions, burner ignition problems, and appliance leveling.
  • Managed customer complaints regarding damaged or scratched appliances by offering compensation options including monetary settlements, technician visits for part replacements, or full refunds to preserve customer satisfaction and sales goals.
  • Scheduled and rescheduled technician visits for appliance repairs and arranged pickups for old appliances, ensuring timely service and customer convenience.
  • Guided customers through the setup and installation process, providing clear instructions to ensure proper appliance operation and stability.
  • Utilized Zendesk to handle and track service tickets, ensuring timely resolution and effective communication with customers and technical teams.
  • Focused on customer retention by balancing problem resolution with company sales objectives, consistently aiming to maintain customer loyalty and product satisfaction.

Customer Service Agent

Teleperformance
Santo Domingo , Dominican Republic
07.2019 - 02.2020
  • Delivered personalized customer service for a leading athletic footwear and apparel retailer, handling a wide range of inquiries and order placements.
  • Assisted customers in placing online orders for high-demand footwear, including top brands like Nike, Jordan, and Yeezy, as well as recently launched and limited-edition sneakers.
  • Advised customers on product choices based on fit, style, and purpose, including footwear, sports shirts, and athletic pants.
  • Re-routed orders to alternate store locations when original fulfillment centers lacked requested inventory, ensuring timely deliveries.
  • Processed secure over-the-phone payments while maintaining strict confidentiality and compliance with data protection policies.
  • Managed fluctuating call volumes, including significant increases during peak retail seasons such as Christmas, maintaining high-quality service under pressure.
  • Built customer trust through expert knowledge, friendly support, and efficient resolution of product and order-related inquiries.

Customer Service Bilingual

ERC
Santo Domingo , Dominican Republic
02.2019 - 06.2019
  • Provided customer service and technical support for landline, cable TV, and internet services, handling 40+ calls daily in a dynamic call center environment.
  • Resolved a variety of technical issues, including non-loading TV channels, remote control setup, and service disruptions.
  • Assisted customers with plan modifications, channel additions/removals, and purchasing pay-per-view (PPV) content.
  • Created service tickets using Remedy to report outages and ensure proper follow-up and tracking.
  • Scheduled and rescheduled technician visits for complex service issues and new service installations.
  • Delivered timely updates to customers on outage status and estimated resolution times, including compensation details where applicable.
  • Transferred calls to specialized departments (sales, billing, retention) as needed to address customer concerns effectively.
  • Maintained a strong focus on customer satisfaction through clear communication, efficient problem-solving, and empathy in high-pressure situations.

Customer Service Bilingual

Conduent
Santo Domingo , Dominican Republic
05.2018 - 01.2019
  • Delivered customer service and technical support in a high-volume call center, handling 80+ calls daily with professionalism and efficiency.
  • Assisted customers with selecting mobile phones and enrolling in suitable plans, including unlimited data, talk, and flexible daily options tailored to usage.
  • Troubleshot a wide range of issues, including service interruptions, device malfunctions, and connectivity problems.
  • Performed SIM card swaps and activated devices to support seamless phone transitions.
  • Guided customers through plan extensions when data limits were reached, ensuring continued service and satisfaction.
  • Maintained strong customer satisfaction by providing clear communication, personalized support, and fast issue resolution under pressure.

Education

Some College (No Degree) -

Universidad Autonoma De Santo Domingo
Santo Domingo, Dominican Republic

High School Diploma -

Lic. Minerva Mirabal
Santo Domingo, Dominican Republic
08.2011 - 08.2014

ELEMENTARY SCHOOL - Jr High Diploma

Colegio Integral Nissy
Santo Domingo, Dominican Republic

Skills

Teamwork

Leadership

Problem-Solving

Customer service

Handling conflict

Mentoring

Critical Thinking

Time Management

Communication

Intermediate Computer Knowledge

Excel

SQL Knowledge

Power BI Knowledge

Personal Information

  • Date of Birth: 03/19/98
  • Nationality: DOMINICAN

Timeline

Quality Assurance Specialist

Alorica USA
02.2025 - Current

Technical Support Agent

Alorica USA
08.2024 - Current

Workforce Scheduler and Forecaster

Alorica
04.2023 - 01.2024

Workforce Real Time Associate

Alorica
04.2022 - 04.2023

Customer Experience - Technical Support

Alorica
09.2020 - 04.2022

Customer Service Agent

Teleperformance
07.2019 - 02.2020

Customer Service Bilingual

ERC
02.2019 - 06.2019

Customer Service Bilingual

Conduent
05.2018 - 01.2019

High School Diploma -

Lic. Minerva Mirabal
08.2011 - 08.2014

Some College (No Degree) -

Universidad Autonoma De Santo Domingo

ELEMENTARY SCHOOL - Jr High Diploma

Colegio Integral Nissy

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