Daniel Lizcano
@daniellizcano
Consultative advisor with BI-driven insights, cybersecurity awareness, and a proven record exceeding KPI goals in call centers.
What I'm looking for
I’ve built my path through constant observation, trial and error, and fast learning under real-world pressure. Starting from frontline agent work, I became the go-to person for resolving complex conflicts, mentoring colleagues, and turning problems into opportunities for improvement.
In my current role as an Advisor and Consultant Agent, I lead trust while addressing compliance concerns and converting service inquiries into commercial opportunities. I adapt negotiation strategies to diverse clients in a high-volume call center, using BI analysis to uncover gaps, propose tailored solutions, and drive process optimizations that strengthen client satisfaction and revenue potential.
I also bring hands-on BI and security knowledge from roles like Microsoft Solutions Advisor and Subject Matter Expert, where I coordinated advanced support, monitored KPIs/SLAs, and collaborated cross-functionally to achieve objectives. I’m in continuous improvement mode—bilingual (English C1, Native Spanish)—and I actively expand my skills across Power BI, Basic SQL, cybersecurity fundamentals, and cloud security while staying grounded in Agile and Scrum practices.
Experience
Work history, roles, and key accomplishments
Microsoft Solutions Advisor
Atento
Oct 2024 - Jul 2025 (9 months)
Advised SMB clients on Microsoft licensing and security best practices through consultative negotiations, ensuring compliance actions and service continuity while identifying upsell and cross-sell opportunities. Performed BI-driven gap analysis and led negotiations to implement improvements that raised KPIs and supported revenue growth.
Education
Degrees, certifications, and relevant coursework
Coursera
Google Project Management Certificate, Project Management
Completed the Google Project Management Certificate on Coursera, covering entry-level project management fundamentals with Agile elements.
Microsoft
Microsoft Certified: SC-900, Cybersecurity Fundamentals
Earned the Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900) credential to build foundational security and identity knowledge.
Microsoft
Microsoft Certified: MS-900, Cloud Productivity (Microsoft 365)
Earned the Microsoft 365 Certified: Fundamentals (MS-900) credential to build foundational knowledge of Microsoft 365 and related services.
IBM (Coursera)
Introduction to Agile Development and Scrum, Agile Software Development
Completed the Introduction to Agile Development and Scrum course on Coursera (IBM), available for free audit.
Scrum.org (PSM I preparation)
Professional Scrum Master I (PSM I) Preparation, Agile / Scrum
Activities and societies: Using Scrum.org open resources and free practice assessments
Completed preparation fundamentals for Professional Scrum Master I (PSM I) using Scrum.org open resources and free practice assessments.
Simplilearn SkillUp
Agile Scrum Master Basics (Spanish), Agile / Scrum
Completed Agile Scrum Master Basics on Simplilearn SkillUp as a free Spanish course covering Scrum framework concepts and facilitation.
ISO/IEC 27001
ISO/IEC 27001 Internal Auditor (preparation), Information Security Management
Completed ISO/IEC 27001 internal auditor preparation to develop knowledge of information security management system auditing.
Availability
Location
Authorized to work in
Job categories
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