OSCAR MONTES VASQUEZ
Summary
A dedicated and results-driven professional with over 10 years of experience in the BPO industry, specializing in customer service, quality assurance, and team support. Throughout my career, I have consistently demonstrated my ability to manage complex customer interactions, resolve escalations, and provide effective training to new hires. I have worked with both local and international teams, offering a solution-oriented approach to challenges, while fostering a collaborative and efficient working environment, I am passionate about continuous improvement, mentoring team members, and delivering exceptional customer experiences.
Overview
15
15
years of professional experience
Work History
Quality Assurance & People Leader/Point of Contact
Teleperformance (Remote Support for Guatemala)
10.2022 - Current
- Company Overview: Centene
- Organizing monitoring quotas and conducting quality audits to ensure compliance with key metrics.
- Assisting team members with troubleshooting basic system and technical issues.
- Representing the team in meetings and as a stand-in for the supervisor.
- Proposing and implementing process improvements to enhance team performance and operational efficiency.
Quality Assurance Agent
Teleperformance
09.2014 - 10.2022
- Company Overview: FedEx
- Conducting call audits and providing feedback to agents to improve service quality and customer satisfaction
- Managing escalations at an executive level, liaising with dispatchers, warehouse managers, and operators to resolve delays and clarify package statuses
- Providing training and support to new hires through product and process training sessions
- Conducting performance reviews, identifying opportunities for improvement, and developing action plans
- Delivering solutions for complex shipping and logistics issues
- Offering customer support via phone, email, and chat, handling inquiries about tracking, billing, and delivery schedules
Data Entry Specialist, Auditor, and Recruiter
Unimer Central America
01.2010 - 01.2012
- Managed data entry for surveys and validated information provided by interviewers
- Flagged and eliminated invalid survey responses to ensure accurate data collection
- Recruited participants for product testing via outbound calls, coordinating schedules and evaluations
Education
General Secondary Education -
Instituto Nacional De Antiguo Cuscatlán
English Language -
ITCA FEPADE
Skills
- Effective E-mail and Chat support
- Data analysis & data presentation
- Teamwork
- Multitasking, attention to Detail
- Advance written English & verbal English
- Fast Learner
Timeline
Quality Assurance & People Leader/Point of Contact
Teleperformance (Remote Support for Guatemala)
10.2022 - Current
Quality Assurance Agent
Teleperformance
09.2014 - 10.2022
Data Entry Specialist, Auditor, and Recruiter
Unimer Central America
01.2010 - 01.2012
General Secondary Education -
Instituto Nacional De Antiguo Cuscatlán
English Language -
ITCA FEPADE
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