Vicente Severino

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.

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

Bachelor's Degree in Tourism Business Administration – Dominican Republic

Data Science Analyst Course