Oscar Alonso
@oscaralonso
I resolve high-volume bilingual support, payments, fraud, and operations issues remotely.
MexicoWhat I'm looking for
At Paymentus, I handled 120+ inbound interactions daily, resolved billing disputes and payment declines end-to-end, and exceeded performance benchmarks with 95%+ QA and a 93.5% Salesforce Case Handling Score.
I've supported customers across fintech, crypto, telecom, collections, and utility payments, including chat and ticket support at Binance, where I resolved account lockouts, authentication failures, security breaches, and compliance restrictions while maintaining 92% CSAT. In collections at NR Finance, I recovered up to $90,000 per month in delinquent accounts through structured payment arrangements.
I've also supervised 20+ agents at Teleperformance, coached through live call reviews, monitored QA, FCR, CSAT, and schedule adherence, and proactively addressed attrition risk. I bring bilingual English/Spanish communication, fraud awareness, payment-processing experience, and strong async workflow discipline to remote support operations.
Experience
Work history, roles, and key accomplishments
Handled 120+ inbound interactions daily, resolving billing disputes and payment issues via Salesforce. Sustained QA 95%+ and case handling score 93.5%, exceeding benchmarks.
Education
Degrees, certifications, and relevant coursework
Instituto de Estudios de la Comunicación (IEC)
Certificate, Graphic Design
Completed a Graphic Design Certificate program at Instituto de Estudios de la Comunicación in Aguascalientes, Mexico.
Andrés de Urdaneta High School
High School Diploma, General Studies
Earned a High School Diploma from Andrés de Urdaneta High School in Aguascalientes, Mexico.
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Job categories
Skills
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