Vicente Severino
Adm. de Empresa, Analista de Datos, con 2 Años de experiencia en servicios al cliente y datos
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Sobre mí
Customer Experience and Operations professional with strong experience in customer support, real-time operations (RTA), workforce monitoring, and data analysis. Proven track record working in high-volume B2B environments supporting international clients. Skilled in Excel reporting, CRM platforms, and entry-level Python (Pandas, NumPy). Highly reliable, detail-oriented, and prepared for remote, results-driven teams.
Experiencia
Real Time Analyst (RTA) – Workforce Management at Alorica (BPO) (2025-04 – Present)
- Monitor real-time agent performance and operational metrics
- Analyze adherence, productivity, and volume to support SLA compliance
- Prepare operational reports using Excel
- Support supervisors and operations with real-time decision-making
- Coordinate workforce adjustments to maintain service levels
Customer Experience Agent at Alorica (BPO) (2022-08 – 2025-04)
- Provide customer support via calls, chat, and digital platforms
- Resolve technical issues, orders, purchases, and billing inquiries
- Schedule technical appointments and manage case follow-ups
- Document interactions and manage tickets using CRM tools
- Consistently meet quality, productivity, and CSAT
Casino Surveillance Operator at Hard Rock Hotel & Casino Punta Cana (2014 – 2020)
- Monitor financial transactions and gaming table operations
- Prevent fraud and ensure compliance with internal regulations
- Supervise casino games including Blackjack, Roulette, and Texas Holden
- Prepare incident reports and perform risk analysis
- Maintain high attention to detail in regulated, high-pressure environments
Educación
Bachelor's Degree in Tourism Business Administration – Dominican Republic
