Omar Burgos

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San José Metropolitan Area

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Timeline
About me
CS Manager at Cognizant | Ind. Eng.
Education
- Liceo Monseñor Ruben Odio Herrera
  -
  Bachelor's degree HIGH SCHOOL/SECONDARY DIPLOMAS AND CERTIFICATES
- Cisco Networking Academy
  2013 - 2013
  IT Essentials
  Cisco's IT Essentials: PC Hardware and Software curriculum introduces the skills needed to help meet growing demand for entry-level information and communication technology (ICT) professionals. It covers the fundamentals of PC technology, networking, and security, and also introduces advanced concepts such as:• Define IT and describe a computer's components• Protect self, equipment, and the environment• Assemble a desktop computer step-by-step, and install and navigate an… Show more Cisco's IT Essentials: PC Hardware and Software curriculum introduces the skills needed to help meet growing demand for entry-level information and communication technology (ICT) professionals. It covers the fundamentals of PC technology, networking, and security, and also introduces advanced concepts such as:• Define IT and describe a computer's components• Protect self, equipment, and the environment• Assemble a desktop computer step-by-step, and install and navigate an operating system• Explain and perform preventive maintenance and basic troubleshooting• Upgrade or replace components of laptops and peripherals• Connect computers to networks• Implement basic security• Appropriate syntax for work environments • Assess customer needs, analyze possible configurations, and recommend solutions Show less
- Universidad Fidélitas
  2020 -
  Bachelor's degree Industrial Engineering
- Universidad Fidélitas
  2018 - 2019
  Technical degree Quality Control Technology/Technician
  The technical degree in quality control introduces the skills needed to inspect components before assembly, analyze trial products during development, evaluate learning curves, test finished goods, inspect results in order to decide whether to certify or reject specific products, Study data to solve production issues and recommend improvements, set inspection plans, training of new employees, lead a team, and evaluate quality costs.Modules included:• Introduction to… Show more The technical degree in quality control introduces the skills needed to inspect components before assembly, analyze trial products during development, evaluate learning curves, test finished goods, inspect results in order to decide whether to certify or reject specific products, Study data to solve production issues and recommend improvements, set inspection plans, training of new employees, lead a team, and evaluate quality costs.Modules included:• Introduction to quality• Quality management system• Quality Control Tools and Techniques• Process reengineering• Human Resources• Industrial metrology• Statistics applied to quality control• Statistical control applied to processes• Total quality management and continuous improvement (EFQM, ISO 9000 y Six Sigma) • Environmental management• Excel applied to quality Show less
Experience
- Concentrix
  May 2013 - Nov 2019
  Served as an enthusiastic and knowledgeable trainer, delivering client focused training to new hiregroups of 20 to 22 associates, keeping material up to date and supporting the operation with reports.Core Responsibilities:• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment• Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities for technical, customer service, and sales accounts• Evaluate the performance of agents using tools available such as assessments, playbook observations, etc. and provide recommendations under the guidance of the Training Supervisor/Manager• Convey timely performance information to the Training Supervisor/Manager throughout the training process/cycle• Accountable for achieving individual training performance metrics• Support/Partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required)• Maintain current product knowledge for each account by taking calls, attending team meetings, side by side observations and through communicating with the Programe Management Team and Operation Manager/s• Participate in Convergys and client training sessions as required • Ensure effective, consistent communication with managers, peers, and other resource groups• Participate in a positive learning culture under the guidance of the Training Supervisor/Manager to include identifying and communicating areas for curriculum development/enhancement opportunities Show less
  - Associate Trainer
    Jan 2015 - Nov 2019
  - Customer Service Representative
    May 2013 - Jan 2015
- Cognizant
  Nov 2019 - now
  - Customer Service Manager
    Jan 2022 - now
  - Team Lead
    Oct 2020 - Jan 2022
  - Trainer
    Nov 2019 - Oct 2020
Licenses & Certifications
- SharePoint Online for Administrators
  Udemy
  Nov 2022
- Machine learning for BI, Part 1: Data profiling & QA
  Udemy
  Sept 2021
- Complete Introduction to Microsoft Power BI [2021 Edition]
  Udemy
  Aug 2021
- Statistics for Data Science and Business Analysis
  Udemy
  Aug 2021
- Master Microsoft Excel Macros and VBA
  Udemy
  Aug 2021
- Scrum Fundamentals Certified (SFC)
  SCRUMstudy - Accreditation Body for Scrum and Agile
  Mar 2021
  View certificate
- RPA Citizen Developer Foundation
  UiPath
  May 2021
- Six Sigma Yellow Belt
  6SIGMAstudy - The global certification body for six sigma certifications
  Mar 2020