Osvaldo Eliseo Lopez
Santo Domingo,01
Summary
Bilingual Customer Support and Success Specialist with experience assisting US based clients via phone, email, and chat, helping resolve issues, manage accounts, and support billing inquiries. Skilled in supporting operational processes and coordinating tasks, bringing both analytical and client focused abilities. Currently pursuing a BBA in International Business, with 1 year remaining, combining hands on experience with a strong understanding of business operations and team workflows.
Overview
6
6
years of professional experience
Work History
Customer Success Specialist
Hire Horatio- Flex Project (remote)
Dominican Republic
10.2024 - Current
- Provided customer support to US based clients regarding rent payments and account management
- Helped resolve general issues while maintaining a positive client experience and supporting day to day service operations
- Collaborated with internal teams to ensure timely resolution of complex customer cases
- Documented customer interactions and followed internal processes to support accurate case handling and resolution
Customer Service Representative
Alorica – Dunkin’ Donuts Project
Dominican Republic
06.2022 - 08.2024
- Handled inbound calls, emails and chat from Dunkin’ Donuts customers in the US
- Assisted customers with orders, refunds, and account issues
- Handled high priority customer issues in a professional manner
- Managed high volume interactions while maintaining service quality and efficiency
Market Research Assistant
MKT Global Research and consulting
Dominican Republic
03.2022 - 05.2022
- Supported a short term medical market research project through survey coordination and data handling
- Entered and organized collected data using Microsoft Excel and similar spreadsheet tools
- Supervised a small team of 7 staff members during survey collection activities
- Assisted with daily project operations to support workflow accuracy and timely execution
Private English Tutor
Self Employed Services
Dominican Republic
09.2020 - 03.2022
- Provided one on one academic support to a student enrolled at New Horizons Bilingual School, based in the Dominican Republic during the COVID 19 pandemic
- Assisted with class participation, homework completion, and lesson understanding in English
- Helped maintain a structured study routine and consistent daily progress
- Communicated with parents regarding academic progress and daily activities
Education
BBA - International Business
UNAPEC
Dominican Republic, Santo Domingo01-2027
Language Program - Advanced English Language Program
Dominico Americano
Dominican Republic, Santo Domingo01-2019
Skills
- Customer Success
- Phone Support
- Email Support
- Problem Solving
- Team Player
- Conflict Resolution
- Account Management
- Time Management
- Attention to Detail
- Communication Skills
- Data entry
- Quality control
- Administrative Support
- Scheduling
Accomplishments
• Top Performer Award: Ranked in the top of the team for 5 consecutive months based on CSAT and productivity metrics.
• Resolved complex client cases efficiently while maintaining high satisfaction and professionalism.
• Trusted to support sensitive cases requiring coordination with internal and corporate teams.
• Maintained high productivity while providing accurate and focused solutions.
• Resolved complex client cases efficiently while maintaining high satisfaction and professionalism.
• Trusted to support sensitive cases requiring coordination with internal and corporate teams.
• Maintained high productivity while providing accurate and focused solutions.
Software
Zendesk
Salesforce
Slack
Google Workspace
Microsoft Office
CRM Systems
Billing Service (property management network)
Stripe
Email Support Platforms
Microsoft Teams
Languages
- Spanish (Advanced)
- English (Advanced)
Timeline
Customer Success Specialist
Hire Horatio- Flex Project (remote)
10.2024 - Current
Customer Service Representative
Alorica – Dunkin’ Donuts Project
06.2022 - 08.2024
Market Research Assistant
MKT Global Research and consulting
03.2022 - 05.2022
Private English Tutor
Self Employed Services
09.2020 - 03.2022
BBA - International Business
UNAPEC
Language Program - Advanced English Language Program
Dominico Americano