Sergio Dubón
@sergiodubn
I build efficient customer support operations, billing workflows, and dispatch coordination for fast-paced teams.
GuatemalaWhat I'm looking for
I've supported UPS Customer Service through Conduent Outsourcing, leading 25+ customer service representatives and dispatchers while monitoring response times, CSAT, adherence, and team performance.
I build SOPs, QA frameworks, schedules, and escalation workflows that help teams scale. My experience includes PCI-compliant payment processing, billing disputes, chargebacks, invoice reconciliation, and daily coordination with warehouses, dispatch teams, and drivers.
I'm also testing AI platforms and automation tools, documenting edge cases, and building Thinkscript strategies using data APIs. I bring a customer-first mindset, bilingual communication, and practical process-building experience to growing operations.
Experience
Work history, roles, and key accomplishments
Independent Projects
Personal Development
Jan 2024 - Present (2 years 7 months)
Testing AI platforms and documenting failures to improve reliability. Built Thinkscript strategies for stock market analysis using data APIs.
Supervisor
Conduent Outsourcing
Jan 2019 - Dec 2023 (4 years 11 months)
Supervised 25+ CSRs and dispatchers, monitored KPIs, managed workforce scheduling, and served as escalation point for complex service failures and billing disputes. Built QA frameworks and documented workflows to support team scaling.
Customer Care, Billing Specialist
Conduent Outsourcing
Jan 2017 - Dec 2019 (2 years 11 months)
Managed billing operations including payment processing, dispute resolution, and chargebacks, all PCI-compliant. Acted as liaison between warehouses, dispatch, and drivers to coordinate service fulfillment and resolve scheduling conflicts.
Customer Support Representative
Conduent Outsourcing
Jan 2015 - Dec 2017 (2 years 11 months)
Delivered high-volume phone, email, and chat support for US-based clients, handling billing inquiries and account disputes. Achieved 95%+ CSAT and trained new hires on Salesforce and Verint.
Education
Degrees, certifications, and relevant coursework
Universidad Rafael Landívar
Clinical Psychology
2018 -
Pursued studies in Clinical Psychology, but the program was closed before completion.
Tech stack
Software and tools used professionally
Availability
Location
GuatemalaAuthorized to work in
Job categories
Skills
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