Oscar Carlos
Panorama City,CA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Customer Service/Technical Support
Sensoscientific
Simi Valley, CA
03.2021 - Current
- Answers customer service and technical support calls
- Replies to customer tickets created from the cloud
- Creating replacement orders if product is under warranty
- Creating return label if needed
- Conducting Webinars for customers.
Remote Workforce Real Time Analyst
Aon Business Services
Lake Mary, FL
09.2020 - 12.2021
- Manage the call volume, daily attendance, and program break schedules
- Assist with HR and operations to acquire needed documents and information for on boarding agents
- Produce daily, biweekly, and monthly internal reports
- Study trends and reports for forecast requirements
- Assisting agents in real-time via chat on any inquiries or issues that they have, and customers profile update and creation.
Workforce Real Time Analyst
Viking Cruises
Woodland Hills, CA
12.2017 - 07.2020
- Manages and monitors call volumes, daily attendances, and breaks for the entire call center department (customer service, sales, travel agent desk, outbound, chat, air, and customer retention)
- Assist with creation of metrics and targets for services
- Work closely with the operations team to analyze and help improve their delivery processes
- Generate ideas for process and service improvement planning
- Produce daily, biweekly, and monthly internal reports
- Use trends and reports to forecast agents’ schedule and staffing
- Assist with projects and other duties as requested or assigned
- Approves and denies requests like PTO for staffing requirements
- Analyze if overtime is needed depending on the call volume or forecast.
Lead Customer Service Agent
Viking Cruises
Woodland Hills, CA
10.2016 - 12.2017
- Train new customer service agent
- Monitoring average call length and overall team volume
- Listening to individual calls to ensure quality
- Leading performance reviews for team members
- Creating improvement plans for team members if necessary
- Creating reports for the team manager about team performance
- Suggesting new procedures to improve customer service
- Answering and resolving escalated calls
- Motivating customer service team to meet goals
- Resolving escalated emails
- Cancelling booking and processing refunds if qualified
- Monitors team call volume, attendance, break schedules
- Answers help line calls for agent inquiries
- Conducting new applicant’s interview
- Giving and writing memos to an agent if necessary.
Customer Service Agent
Viking Cruises
Woodland Hills, CA
01.2016 - 07.2020
- Answers customer inbound calls regarding existing bookings
- Outbound calls to guests, travel agents, and colleagues (Address technical and procedural questions about existing bookings
- Recommend possible upgrades to the customer to enhance their booking
- Refer issues and questions to managers if necessary
- Prepare customer reports by gathering data collected during customer interactions.
Team Leader
Medworx Corporation
Glendale, CA
07.2015 - 10.2015
- Providing direction and guidance
- Understanding the strengths and weaknesses of team members
- Organizing tasks and setting goals every month
- Upholding the vision of the company
- Solving problems and resolving conflicts when one arises
- Cold calling customers for prescription renewal.
Education
Master of Business Administration (MBA) -
International American University
04.2017
Bachelor of Science in Architecture -
University of Santo Tomas
04.2003
References
Character references are available on request.
Timeline
Customer Service/Technical Support
Sensoscientific
03.2021 - Current
Remote Workforce Real Time Analyst
Aon Business Services
09.2020 - 12.2021
Workforce Real Time Analyst
Viking Cruises
12.2017 - 07.2020
Lead Customer Service Agent
Viking Cruises
10.2016 - 12.2017
Customer Service Agent
Viking Cruises
01.2016 - 07.2020
Team Leader
Medworx Corporation
07.2015 - 10.2015
Master of Business Administration (MBA) -
International American University
Bachelor of Science in Architecture -
University of Santo Tomas
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