Randall Alvarez
@randallalvarez
I improve bilingual customer support through troubleshooting, quality analysis, coaching, and escalation handling.
Costa RicaWhat I'm looking for
I've supported English- and Spanish-speaking customers across technical support, customer service, quality assurance, and automotive loan collections. At Teleperformance, I evaluated calls, emails, and chats, monitored CSAT and KPIs, and used NICE and Microsoft Excel to identify service improvements.
I've also provided high-volume technical support, resolved escalations, coached teams using quality scorecards, and handled sensitive payment conversations while following process, policy, and compliance requirements.
Experience
Work history, roles, and key accomplishments
Collections Agent
Client Services
Jan 2026 - Aug 2026 (7 months)
Handled inbound and outbound calls for automotive loan collections, contacting customers regarding past-due balances and payment arrangements. Assisted with account questions and documented interactions while maintaining professionalism and confidentiality.
Education
Degrees, certifications, and relevant coursework
Secondary Education
High School Diploma, General Studies
Completed secondary education coursework and is currently completing remaining requirements through Costa Rica's Bachillerato por Madurez program.
Tech stack
Software and tools used professionally
Availability
Location
Costa RicaAuthorized to work in
Salary expectations
Job categories
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