CARLOS DOMINGUEZ
OBJECTIVES
10 years of work experience in different outsourcing fields such as Customer Service
Representative, Quality Analyst, MIS analyst, Process Improvement Expert, and Operations
Supervisor.
EDUCATION
UNIVERSIDAD DE EL SALVADOR
Major in Modern Languages
2004 – Up to 4 years completion
COLEGIO CENTROAMERICA
High School Diploma
2003 – 2004
OTHER EDUCATION / CERTIFICATIONS
LEAN (E-Learning)
Completed in the previous company.
Introduction to Six Sigma
Completed in the previous company.
LEAN Basic Six Sigma
Completed in the previous company.
KAIZEN Certification
Completed in the previous company.
EXPERIENCE
BLACKHAWK SUPPORT SERVICES
Position Held: QA Reporting Analyst
Main Responsibilities: Elaborating QA forms/reports. Collect data to analyze
and provide visibility on trends and behaviors that need attention from
Operations. I’ve created multiple reports and trackers to keep consistent data
for future analysis. All QA forms were automated to save the RD in an internal
main Database.
Work Period: July 2019 – December 2020 (Actual)
COGNIZANT EL SALVADOR
Position Held: Operations Supervisor
Main Responsibilities: Motivating associates to develop themselves for
professional growth. Making them understand the importance to adhere to
the internal job policies. Also, overseeing time studies to set proper KPI’s
looking for time efficiencies and adherence to processes. Elaboration of a
method to calculate the team productivity reducing the idle time and
increasing the number of revenue units for the department.
I completed the transition for the entire offline department, achieving weekly
QA and productivity targets for each team. Close monitoring in behaviors to
identify areas of opportunity for each associate to help them improve their
performance.
Work Period: September 2016 – January 2019
COGNIZANT EL SALVADOR
Position Held: MIS Analyst (Management Information Systems) \ Process
Improvemen Expert
Main Responsibilities: Elaborating reports and necessary trackers to ensure site
productivity is correctly reported. Communicate with local and external clients
to inform of the progress and status of different request. Experience in
creating and validating Site Revenue Units numbers to submit the billing
information before the deadline provided by our internal clients.
Elaboration of reports with MS Excel and MS Access, Knowledge on using MS
Visio for the mapping of process maps and creation of daily, weekly, and
monthly presentations with MS PowerPoint and automation of files using VBA
for Excel and Access.
Work Period: December 2015 – September 2016
COGNIZANT EL SALVADOR
Position Held: QA Analyst
Main Responsibilities: Responsible for auditing and evaluating agents'
interactions to compare process adherence to the Client’s SOPs. Point of
Contact for the Inbound Queues QA team and follow up on different QA form
creations and deployment after analysis.
Work Period: December 2014 – December 2015
COGNIZANT EL SALVADOR
Position Held: Customer Service Representative
Main Responsibilities: Responsible for taking inbound calls to set up and
follow up on medical appointments adhering to the internal SOPs and provide
a great experience to both, legal parties and patients requesting assistance
from the company.
Work Period: July 2014 – December 2014
SYKES EL SALVADOR
Position Held: QA Analyst
Main Responsibilities: Responsible for auditing and evaluating agents'
interactions to compare process adherence to the pre-established processes.
Work Period: January 2010 – November 2010
SYKES EL SALVADOR
Position Held: Customer Service Agent I and II
Main Responsibilities: Responsible for Taking calls for level I callers, providing
great customer service, and assisting with any request adhering to the client
process. As Level II, taking escalated calls as a supervisor and look for a win-win
resolution to have the customer satisfied and keep the best business decision
possible.
Work Period: March 2008 – July 2014
TECHNICAL SKILLS
Advance knowledge of Excel and Access programming internal language
(VBA). Expert in automating Excel and Access forms, basic SQL, and Python
programming language. Big data analysis and report creation for business
needs. Strong Analytical and Problem-solving skills applied to business
improvement and efficiencies regarding the existing processes. Mapping
process flows in VISIO aligned with international standards. Ability to
recognize business needs, analyze requests, recommend solid technical
solutions
PERSONAL SKILLS
Responsible
Self-learner
Quick-learner
Self Motivated
Organized
Detail Oriented
Time management
REFERENCES
Upon Request
