Oswaldo Becerra

Experience

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  Foundever

  Sept 2018 - Aug 2019

  Bilingual Customer Service & Sales Agent (Live Chat Support)

  - Delivered bilingual live chat support for Cox Communications (cable/broadband), handling 3–4 chats simultaneously (140+ daily) across technical and billing inquiries.- Troubleshot installation issues and service outages, helping reduce repeat contacts through effective first-touch resolutions.- De-escalated billing disputes via service credits or technician dispatch, maintaining customer satisfaction.- Identified customer needs to upsell bundled services, driving additional value for Cox Communications and its customers. Show less

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  Teleperformance

  Dec 2019 - Feb 2020

  Bilingual Customer Service Agent (Phone Support)

  - Provided bilingual phone support for Instacart (grocery delivery), handling 50–60+ calls daily while consistently maintaining customer satisfaction.- Assisted customers with order placement, payment issues, and delivery tracking, ensuring accurate and timely resolutions.- Collaborated with logistics teams to resolve missing or delayed orders, reducing repeat contacts and improving issue resolution time.

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  Concentrix

  Feb 2020 - now

  Bilingual Customer Service Agent (Live Chat Support)

  - Deliver live chat support for Cash App (mobile payments), managing 3–4 chats simultaneously (140+ daily) with an average 75% CSAT and 30s FRT.- Leverage prompt engineering to craft empathetic, AI-optimized responses, contributing to a 37% CSAT improvement.- Resolve payment disputes, account access, subscription issues, and FAQ inquiries via Salesforce.- Escalate technical issues (e.g., fraud claims) to backend teams for resolution.