Bryan Oviedo Vargas
Business Administration And Management Student
Santa Lucia,Heredia
Summary
With a proven track record at Equifax Costa Rica, I excel in optimizing team productivity and enhancing operational efficiency through strategic leadership and technological integration. My expertise in data analysis and motivational skills has significantly improved workflow and team performance, demonstrating a commitment to excellence and continuous improvement.
Overview
4
4
years of professional experience
2
2
Languages
4
4
Certificates
Work History
Back Office Supervisor
Equifax Costa Rica
02.2024 - 12.2024
- Enhanced team productivity through regular performance monitoring and feedback sessions.
- Coordinated with Stakeholders as needed, ensuring smooth completion of outsourced back office tasks.
- Evaluated team performance against set targets, providing constructive feedback for continuous improvement efforts.
- Improved overall workflow efficiency by implementing new back office process documentation along with Training and Quality Assurance departments helping to achieve and improve productivity, quality, and, operational goals.
- Optimized resource allocation by tracking employee schedules, workload, and availability.
- Performed database management and analysis of business functions and processes.
- Hired, trained and on-boarded new team members and conducted evaluations to boost performance.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Assisted upper management in the development of policies and procedures related to back office functions.
Customer Service Subject Matter Expert
Equifax Costa Rica
09.2022 - 02.2024
- Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
- Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
- Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.
- Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
- Evaluated existing workflows to uncover areas of potential improvement or optimization, leading to more streamlined operations.
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and backed up other customer service managers.
- Liaised with sales management teams to develop solutions and accomplish shared objectives.
- Managed approximately 30 incoming escalation calls, per day from customers
Global Consumer Care Representative
Equifax Costa Rica
02.2022 - 09.2022
- Maintained accurate records of customer interactions, allowing for effective follow-up actions when necessary.
- Responded promptly to escalated calls from dissatisfied customers, diffusing tense situations through active listening skills and problem-solving abilities.
- Streamlined communication with customers through efficient use of phone support channels.
- Exceeded performance metrics by consistently meeting or surpassing targets for resolution rate, call handle time, and overall customer satisfaction scores.
- Increased customer retention by offering personalized solutions tailored to individual needs and preferences by selling credit monitoring plans.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Support Specialist
Foundever Costa Rica
05.2021 - 02.2022
- Provided timely assistance to customers via phone, and email, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly and accurately.
- Developed strong skills on handling complex calls for fraud related interactions, investigating, and reporting fraudulent activity on credit cards.
Customer Care Representative
Foundever Costa Rica
02.2021 - 05.2021
- Assisted call-in customers with concerns regarding credit cards, save, and, banking accounts.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Education
Bachelor - Business Administration And Management
Universidad Fidelitas
Heredia, Costa Rica12-2026
Bachelor - English Teaching
Universidad Hispanoamericana
Heredia12-2022
Certificate of Technical Studies - Specialized Executive English For Contact Centers
Instituto Nacional De Aprendizaje
Puntarenas, Costa Rica12-2017
Certificate of Technical Studies - Executive English For Service Centers
Instituto Nacional De Aprendizaje
Puntarenas, Costa Rica09-2017
Skills
Organizational leadershipMotivational skillsTeam buildingTeamworkTeam managementTime managementProblem-solving abilitiesDecision-makingTime management abilitiesPerformance managementRecruitment
Timeline
SRUM Foudation Professional Certification SFPC
08-2024
Leading a Customer Centric Culture
07-2024
Data Analsys and Root Cause Analysys
07-2024
Back Office Supervisor
Equifax Costa Rica
02.2024 - 12.2024
Agile Methodology
07-2023
Customer Service Subject Matter Expert
Equifax Costa Rica
09.2022 - 02.2024
Global Consumer Care Representative
Equifax Costa Rica
02.2022 - 09.2022
Customer Support Specialist
Foundever Costa Rica
05.2021 - 02.2022
Customer Care Representative
Foundever Costa Rica
02.2021 - 05.2021
Bachelor - Business Administration And Management
Universidad Fidelitas
Bachelor - English Teaching
Universidad Hispanoamericana
Certificate of Technical Studies - Specialized Executive English For Contact Centers
Instituto Nacional De Aprendizaje
Certificate of Technical Studies - Executive English For Service Centers
Instituto Nacional De Aprendizaje
Languages
English
Full Professional
Spanish
Native or Bilingual
Software
Jira
Tableau
CRM Salesforce
Workday
Google Sheets
Looker Studio
Excel
Genesys Software
Certification
Agile Methodology
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