Oscar Aviles
AI Automation Specialist with 7+ years in technical support and bilingual (French/English) service.
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About
Customer-centric Bilingual Specialist with 7+ years of experience in technical support and e-commerce. Fully bilingual in French and English (NCLC 11/9). Google AI Professional Certified (2026), leveraging AI-driven automation to enhance customer experience (CX) and streamline ticketing.
Experience
Bilingual E-Commerce Support Specialist at Concentrix (Caterpillar) (2024-06 – Present)
Deliver bilingual support for heavy equipment inquiries and troubleshooting
- Deliver bilingual support for heavy equipment inquiries using SIS for troubleshooting
- Document interactions in Salesforce to maintain high satisfaction and efficiency
- Utilize AI Diagnostic Tools to provide instant troubleshooting recommendations to clients
IT Service Desk & Onboarding Specialist at IQVIA (2020-07 – 2024-03)
End-to-end candidate onboarding and bilingual platform troubleshooting
- Facilitated end-to-end candidate onboarding and bilingual platform troubleshooting
- Developed a Smart Auto-Reply System using AI to manage high-volume repetitive inquiries
- Trained team members on internal workflows to maintain consistent service quality
Technical Support Representative at Teleperformance (Telstra) (2015-11 – 2017-12)
Resolved internet connectivity and network issues for Australian telecom customers
- Resolved internet connectivity and network issues for Australian telecom customers
- Guided users through hardware/software resolution steps to enhance user experience
Education
BS in Information Technology – AMA Online University
