RESUME

PERSONAL INFORMATION

NAME ALEXIS ANTONIO FONSECA GUERRA

MARITAL STATUS SINGLE

NATIONALITY NICARAGUAN

IDENTITY CARD 001-040891-008S

DATE OF BIRTH AUGUST 04, 1991

HOME ADDRESS TIPITAPA, FROM MINED 3 BLOCK EAST

PHONE NUMBER Mobil\Available for calls: 505-8873-9191 Tigo

WhatsApp Number Only\No regular Calls 8543-9396

EMAIL aafg_21@hotmail.com

EDUCATION

UNIVERSITY OF ENGINEERING (UNI) / Industrial Engineer

Graduated

SECONDARY SCHOOL / NACIONES UNIDAS, MANAGUA

Title Obtained: Bachelor of Science and Letters

ELEMENTARY SCHOOL / NACIONES UNIDAS, MANAGUA

Primary

OTHER STUDIES

CORNERSTONE
English course
Level I, II, III, IV, V, VI

OTHER
MICROSOFT OFFICE (Word, Excel, PowerPoint, Office)
INTERNET, SALEFORCE, ZENDESK, GENESYS

PLANNING, MANAGEMENT-AND INVENTORY

CONTROL (BUSINESS SCHOOL)
 LEADERSHIP AND MANAGEMENT
(BUSINESS SCHOOL)

PREVIOUS WORK EXPERIENCE

2015-2017 CENTRAL AMERICAN FISHERIES / CAF

Warehouse supervisor

Overseeing receiving, warehousing and distribution operations.

Implementing operational policies and procedures.

Implementing and overseeing security operations.

Ensuring effective and safe use of warehouse equipment.

Ensuring safety of staff.

Motivating and disciplining of staff.

Maintaining documentation and keeping accurate records of warehouse

Activities.

Maintaining awareness and knowledge of condition and location of fleet

Vehicles.

Assisting with deliveries where required.

FIFO method implementation.

Finished Product Supervisor

Overseeing the daily operations, food safety initiatives, employee

Execution, and budget analysis\performance of the following areas:
Quality Control.
Packing Line.
Fumigation.
Shipping.

Responsible for facilitating and enforcing the HACCP and Food Safety
Programs\initiatives in areas outlined and above, and as required by
Regulatory authorities and the company.

Responsible for facilitating and enforcing the company’s employee

Safety program in areas outlined above and as required by management.

Work in cooperation with the Raw Product Manager to maximize all

Products to their highest value.

Attend to all meetings as necessary to preform and implement

Responsibilities effectively, including monthly budget meetings,
Monthly safety meetings, and thrice weekly productions meetings.

2017-2019 CONCENTRIX

Tech Support advisor

Identifying hardware and software solutions.

Troubleshooting technical issues.

Diagnostic and repairing faults.

Resolving network issues.

Installing and configuring hardware and software.

Speaking to Customers to quickly get to the root of their problem.

Providing timely and accurate customer feedback.

Talking customers through a series of actions to resolved.

Following up with clients to ensure the problem is resolved.

Replacing or repairing the necessary parts.

Supporting the roll-out of new applications.

Providing support in the form of procedural documentation.

Managing multiple cases at one time.

Testing and evaluating new Technologies.

T2 Escalation (Senior Advisor)

Ensure customer is hearing throughout escalation process.

Establish correct expectations, enforce relief and resolve

Through effective communication.

Analyze and monitor customer Problem Report (PRS).

Evaluate escalation performance metrics.

Review and identify root cause for all escalated service requests
And use this information to improve continuously within service
Delivery teams.

Follow up customer cases in order to provide a solution.

Provided with advanced and specialized troubleshooting steps to solve

Customer issues.

Quality Analyst

Conduct regular software audits.

Maintain working knowledge of quality standards.

Develop and perform quality test processes.

Make recommendations for repairing defects.

Created, review and refine user experience documents.

Participates in weekly meetings with agents and supervisors.

Assure accuracy of programs and software prior to production.

Monitor internal control systems.

2019-2021 SITEL NICARAGUA

CSR and Sales Agent

Answering questions about a company’s products or services.

Processing orders and Transactions.

Resolving issues and troubleshooting technical problems.

Delivering information about a company’s offering.

Providing proactive customer outreach

For example:
Through proactive chat.
Informing customers about real or potential product\service issues.
Monitoring brand mentions.
Proactively asking customer for feedback.

Handling customer complaints.

Collecting and analyzing customer feedback.

Developing and documenting knowledge into helpful content.

Credit Bureau Campaign

Providing a customer with a credit information such as:

Credit Report.
Credit Score.
Collections agency’s names and contact information.

Disputing inaccurate information reported such as:

Bankruptcies.
Student Loans\Car Loans\Personal Loans.
Contact and also personal information\.
Placing a Security Freeze and Fraud alert on Credit Report.
 Providing with online access in order to get access at any time.

Selling Monitoring Services for all mayor agency’s in USA.

Providing with protections plans, insurances against identity theft.

Medical insurance Specialist

Responsible for utilizing patient’s electronic health records to code

Medical procedures and examine insurance claims.

Maintain meticulous records of medical cost, adjustment, co-payments,

And other billing details.

Communicate with insurance carriers, updating internal billing

databases.

Electronically storing patient’s records, filing registration forms,

analyzing.

Insurance claims detecting codes errors and verifying medical coverage.

Provided and obtain to understand their medical benefits.

Follow all regulations and coding procedures to allow for prompt

payment Of medical services.

PERSONAL REFERENCE
Geovani Gomez
8324-0459

Osman Bolaños
8678-7609

Andres Jarquín
8967-7950