Elmer Sandino

Resume Elmer Habiuth Sandino Mercado ID-R-Cellphone/WhatsApp- Cellphone- Objectives: I am seeking employment with a company where I can use my talents and skills to grow and expand the company; I also want to succeed in a stimulating and challenging environment, building the success of the company while I experience advancement opportunities where I can be part of the success in an environment of growth and excellences. Education:  Universidad Nacional Autónoma de Nicaragua UNAN Farem-Carazo: (English major completed).  Universidad Nacional de Ingeniería (System Engineering,-)  Ave Maria Language Institute San Marcos Carazo (English as Foreign Language, 15 levels, 2007 – 2009).  Instituto Publico Autónomo de Masatepe (bachelor’s degree,-)  Computer and cash flow course (2007 – 2008).  Cellphone repair course.  Advance Excel Course (Centro Nicaraguense de Computacion). Job Experiences:  Alliance Health - Appointment Setter Representative (from Dec 9th, 2021, to June 24th, 2022) book appointments for patients needing a covid 19 test, every appointment we complete count as a sell. We provide support to customer located in United Sates. - Refund and chargebacks Manager (from June 25th, 2022, to February 11th, 2023) I am the person in charge to analyze every cancellation request from the customer, following different criteria. I decide if the refund should be approved or denied. Besides I take care about chargebacks request, fighting against the ones that are submitted to the credit company with no valid reason. I work with different tools such as Authorized.net, Payment Solutions, Zendesk and another CRM like GoMeyra, Medgen, usaEpay.  Callnovo Nicaragua (from June 1st, 2021, to December 8th, 2021) Provide support to UniExpress company based in Canada, Work from Home, we provide support to customers to track their packages since we are a delivery company such as UPS. Is more related to customer service.  Concentrix Nicaragua (from September 30th, 2019, to May 18th, 2021) Zeus campaign Office Commercial, providing tech support to organizations in the areas of exchange support when it comes to email support and support for Microsoft Teams.  Remitly (from May 22nd, 2019, to September 25th, 2019) work as customer service for a money transfer company. Assist customer to confirm if the transaction was completed or if there is any incident with it. Provided support in different ways as voice, chat, email, and back office.  Concentrix Nicaragua (from October 16th, 2017, to May 21st, 2019) Zeus Campaign Office started as an agent and became a SME since June 4th until now providing floor support to the team, provide feedback, coaching and take care off the team doing the Team Leader´s role. Achievements • Employee of the month May 2018. • Top SME of the month on February, March, and April 2019. • Great numbers with the team being number one as Team March, and April 2019.  SITEL (from April 28th. 2013 to October 13th, 2017) Campaigns: Virgin Mobile (Customer service Representative) Macys (Sales Advisor) Achievements • Get prices for being best agent during the period December 2016 until October 2017 by reaching the goals in all the metrics. • Mentor in Macy’s campaign, being a floor support and take care of teams doing supervisor´s roles.  Interpreter for a Missionary Group Bethania’s Church (EEUU y Canada), Masatepe, Masaya, 2012.  High School English Teacher. (Managua, Mayo 2010) References:  Lic. Sandra Valle, Ex Supervisor from SITEL, Macys Campaign-  Lic. Xiomara Valverde, English Coordinator, UNAN Farem-Carazo. Cell-  Lic. Stephanie Montenegro, Ex Team Leader at Concentrix. Cell-  Lic. Martha Alicia Lopez Cerpas. Cell- Cell-,