Oscar Trevino is seeking a customer care role where he can utilize 9 years of call center experience and proficiency with various software programs like Microsoft Office, PeopleSoft, and Oracle. He has a background in roles providing technical support, customer service, and collections work for organizations like MondoConsultants, HCL America, Kohl's, and BBVA Compass Bank. Trevino has strong communication, problem-solving, and multi-tasking skills and is motivated to help customers while meeting production goals. He is pursuing further education at North East Lake View Community College.

1. Oscar Nicholas Trevino
317 Lake Blvd #2
San Antonio, TX 78201
Oscar.N.Trevino@Gmail.com
Mobile #: 210-537-4377
Alternate #: 210-716-0313
OBJECTIVE
Seeking a career as a CustomerCareProfessionalwheremy customerrelationsand IT experiencecan befully utilized to
improvecustomersatisfaction and enhancethecompany brand name. Also,very proficientin MicrosoftOfficeprograms
with theability to create, prepare,and maintain correspondencein Word and Outlook,and input,verify,and manage
datain Excel and Access. I possessnine progressiveyearsof call center experienceand am very familiar withvarious
softwareand applicationsincluding SharePoint,Oracle,and many more. Ilookforward to utilizing my skills in a great
workenvironmentand having theopportunityfora personalmeeting in orderto discussthe needsof my potential
employerin greater detail.
SOFTWARE EXPERIENCE PERSONAL CHARACTERISTICS CERTIFICATIONS & SKILLS
Proficient in:
▪ PeopleSoft
▪ SharePoint
▪ Oracle
▪ Casper
▪ Seibel
▪ Microsoft
▪ Service Manager
▪ Remedy
▪ VMWARE
▪ Citrix
▪ VPN
▪ SymantecEndpointEncryption
▪ Browsers
▪ Windows/MACOS
▪ Medical ClaimsApplications
▪ OA Clearing House
▪ Practice Mate
▪ ReminderMate
▪ EHR 24/7
▪ PatientAlly
▪ ProfessionalDemeanor
▪ Proven OrganizationalSkills
▪ Detail Oriented
▪ Active Listening
▪ ProblemSolving
▪ Self-Starter
▪ Self-Motivated
▪ Dedicated
▪ Team Player
▪ Reliable
▪ Dedicated
▪ Productive
▪ Ambitious
▪ Courteous
▪ Determined
▪ Focused
▪ Microsoft2013
▪ AdvancedMicrosoftSuite
▪ IntermediatePhotoshop
▪ Basic Spanish
▪ Tier 1 Tech Support
▪ F.D.C.P.A Knowledgeable
▪ Certified CPR/FirstAid
▪ H.I.P.P.A Certified
▪ Principalsof Real Estate 1&2
▪ Ability to typeover45 WPM
▪ Ability to Multi-TaskEfficiently
▪ Time management
▪ Leadership Development
EDUCATION
Oliver Wendell Holmes High School - Graduated Class of 2003 GPA 3.5
North East Lake View Community College – Currently Attending

2. PROFESSIONAL EXPERIENCE
MondoConsultants/ CGI Federal,Open Payments Help Desk – San Antonio,TX 10/2015 – Current
Open Payments SunshineAct Help desk duties included answeringincomingcalls fromthe Healthcareprovider community. Ensured
all callsarehandled completely and professionally.Properly documented each call and provided a resolution within 24 hours.
Escalated calls to Tier 2 as needed and documented all steps taken to assistthe customer in the ticketing system. Interacted with all
team levels and communicated maintained and updated changes in current procedures and material that is used to train new and
existingpersonnel. Provided prompt and accurateresponses in a timely manner. Ensured the material reflected the current
procedures and were updated if and when they changed. Helped resolveinternal and external clientissues and concerns related to
the project processes.Ensured all procedural changes or modifications wereappropriately documented. Proactively identified
opportunities to improve upon existingprocess flows all whileensuringclientfileuploadsarecomplete and accurateRespondingto
clientrequests for additional information related to filetransfers and/or registration and systemaccesses.Ensured all cal lsrequiring
deeper technical expertisewere escalated promptly with complete documentation. Produced reports on status of current cases
upon request.
HCL America/USAAContractor,IT Service Desk Representative SanAntonio,TX 7/2013 – 9/2014
Help desk representative is responsiblefor maintaining, troubleshooting and providingsupportfor a very wide variety of
systems within all lines of businesses.Theseduties included but were not limited to assistingwith VPN access providingpass word
resets and unlocks and supported a wide variety of software’s and applications.Troubleshootall error messages and break/fix
issues.Created and rebuiltuser profiles within the activedirectory in the event of any issues.Supported Laptop, desktop as well
as wireless devices with network access usingCisco Anyconnect and Symantec Endpoint Encryption. These are justfew of the
application systems there is a very wide range of applications, softwareand applicationssupported in this role.
Kohl’sDepartment Stores CSOC,S.W.A.T. Collector1 SanAntonio,TX- 7/2012 - 6/2013
Various duties included outbound cold callingwith the goal of assistingcreditcustomers with solutions on becomingcurrent on
their accounts whilefocusingon retention of the customer. Makingsure to provide the best possible solutions to customer at
their time of need as well as maintaininga businessrelationship on behalf of Kohl’s Department Stores. This was a team call
center environment and was consistentwith daily production and adherencegoals. Daily amountof outbound callsrequired to
be made alongwith monthly goals and statistic requirements that had to be met. We also had to maintain compliancewith all
F.D.C.P.A Regulations.
MillenniumGroup/USAA,WebsiteSupportSpecialistSanAntonio,TX- 12/2010 - 6/2012
Assisted USAA Members with onlinebankingwebsite and provided technical supportvarious duties includingtier 1 support for
the USAA.COM website. Provided support with a variety of issues such asbrowser compatibility,Java issues,and basic
troubleshooting.This position also required supportin onlinebankingas well as onlinebill pay ensured firstcontactresolutions
and maintained a positivemember experience. Created trouble tickets in order to escalateto level 2 when necessary required
the ability to multi task and document properly.
Atento/BBVACompassBank, Telephone BankingRepresentative San Antonio, TX-1/2006 - 11/2009
Assisted with telephone bankingissues such as transaction and balanceinquiries aswell as escalated all disputes and fraud
cases. Deescalated difficultissues by providingadditional supportto my peers to prevent a bad customer experience while
maintaininga positiverelationship and meeting the customer’s telephone bankingneeds. Utilized activelistening,verbal skills
and problem solvingskillsrequired to understand bankingsystems and helpingcustomer understand their statement.
References Available Immediately Upon Request