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.
Handled 120+ inbound interactions daily, resolving billing disputes and payment issues while maintaining high QA and Salesforce scores. Selected for a pilot team and provided weekend escalation support.
Managed 5 concurrent live chats with high resolution rates and under 30-second SLA response times. Provided account support, handled security issues, and recovered stolen funds while maintaining high CSAT.
Bilingual Collections Analyst
NR Finance Mexico
Mar 2020 - May 2021 (1 year 2 months)
Recovered up to $90,000 USD/month in delinquent accounts, ranking in the top 10 for performance. Directed 150 outbound contacts daily and negotiated payment arrangements.
Managed 20+ agents, conducted coaching sessions, and monitored team KPIs including QA, FCR, and CSAT.
Achieved 95% FCR and ranked in the top 15% of agents. Provided technical support and later advanced to a supervisory role.
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
Salary expectations
Social media
Job categories
Skills
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