Ismael Cisneros
San José
Summary
Motivated to learn, grow and excel. Knowledgeable and dedicated tenured customer service and technical professional with extensive experience the industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Process Executive
Cognizant
11.2022 - 07.2023
- Collaborated with peers to measure ongoing process performance, enacting changes based on historical data.
- Attended scheduled meetings to maintain interdisciplinary communication of process weaknesses and improvements as well performance.
- Investigated basic issues and escalated more complicated concerns.
- Prepared accurate documents for customer and business needs.
- Answered telephone or online requests and completed interactions quickly to meet productivity goals.
- Inputted and submitted client information to facilitate speedy processing of paperwork.
- Coordinated multi-team process initialization, reducing associated redundancies and dependencies.
Senior Customer Service Advocate
Teleperformance
12.2016 - 06.2022
- Processed a wide number of support cases on a daily basis for technical assistance on a wide range of issues related to: Front-end booking, back-end booking and third-party integrations.
- Saleforce.com expertise ( certified ).
- Assisted customers in identifying issues and explained solutions to restore service and functionality of their website.
- Able to navigate different databases in SQL,HTML,HTML5,JAVA SCRIPT, CITRIX,PALO ALTO, etc.
- Submitted monthly reports including booking forecast,monthly highlights and CRM entries.
- Processed large volumes of payments including various software and also various payment methods.
- Managed efficient cash flow reporting, posted cash receipts and analyzed chargebacks, independently addressing and resolving issues.
SaS Quoting Coordinator
Tek Experts
01.2021 - 06.2021
- Collaborated with team to determine application requirement specifications.
- Suggested new technologies and tools for enhancing product value and increasing productivity.
- Maintained knowledge of diverse programming domains to integrate multi-disciplinary assets into products.
- Coordinated with stakeholders to define SaS quotes in-detail information.
- Data entry.
- Worked with cross-functional design teams to create software solutions that improved overall functionality and performance.
Customer Service Senior Executive
Smile Direct Club
06.2019 - 10.2020
- Measured and recorded vital statistics by overseeing patients " dental plan".
- Multi-platform customer support such as: chat, email, phone, sms, social media, etc.
- Entered patient data into computer system, adhering to strict privacy laws and maintaining high level of accuracy.
- Prepared patient X-rays and images for review by dentist.
- Created dental impressions utilizing 3D CAD used for diagnostics, opposing models and study casts to make dental aligners accordingly.
- Devoted special emphasis to punctuality and worked on KPI's and SLA's to maintain outstanding records.
HealthCare Insurance Executive
Concentrix
10.2015 - 12.2016
- Met with customers to provide information about available products and policies.
- Collected premiums on or before effective date of coverage.
- Remained impartial in order to advise clients based on circumstances.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Worked with the management team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Billing Clerk
ValorGlobal
01.2014 - 02.2015
- Monitored outstanding invoices and performed collections duties.
- Clients accounts reconciliation.
- Managed invoicing and payment processing operations.
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
- Used data entry skills to accurately document and input statements.
Senior Sales Executive
Convergys
08.2012 - 10.2013
- Analyzed market trends in consumer industries to implement appropriate marketing and sales methods for one of the top-notch internet, cable and VOIP providers in the Northern market.
- Outperformed revenue targets by effectively applying Upselling and Crosselling techniques.
- Achieved and exceeded company-defined sales quotas.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
Help Desk Analyst
Fujitsu
08.2011 - 02.2012
- Worked with teams of talented software engineers to define, build and maintain cloud infrastructure.
- Understood client needs and objectives by conducting proactive customer and data analysis.
- Identified, analyzed and resolved infrastructure vulnerabilities and application deployment issues.
- Managed use of various types of databases and configured, installed and upgraded new ones.
- Salesforce.com Web Cloud Service Admin.
Education
Cisco Certified Entry Network Technician - Computer Networking
Cisco National Academy
San JoseHigh School Diploma -
Instituto Jimenez
San Jose12.2019
Specialized English Technician For Contact Centres - English Language And Literature
Instituto Nacional De Aprendizaje
San Jose06.2011
High School Diploma -
Napoleon Quesada Salazar
Sophomore12.2009
Skills
- Microsoft applications advanced knowledge
- Outstanding Customer Service
- Networking Undergraduate
- Computational skills
- Interpersonal skills
Lenguages
- Spanish-Level-Nativo
- English-Level-Fluent
- Portugues-Level- Intermedio
Timeline
Process Executive
Cognizant
11.2022 - 07.2023
SaS Quoting Coordinator
Tek Experts
01.2021 - 06.2021
Customer Service Senior Executive
Smile Direct Club
06.2019 - 10.2020
Senior Customer Service Advocate
Teleperformance
12.2016 - 06.2022
HealthCare Insurance Executive
Concentrix
10.2015 - 12.2016
Billing Clerk
ValorGlobal
01.2014 - 02.2015
Senior Sales Executive
Convergys
08.2012 - 10.2013
Help Desk Analyst
Fujitsu
08.2011 - 02.2012
Cisco Certified Entry Network Technician - Computer Networking
Cisco National Academy
High School Diploma -
Instituto Jimenez
Specialized English Technician For Contact Centres - English Language And Literature
Instituto Nacional De Aprendizaje
High School Diploma -
Napoleon Quesada Salazar
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