Oscar Aviles

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.

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

BS in Information Technology – AMA Online University