Andre Gonzalez
Querétaro City, Querétaro
Summary
Proven Quality Analysis Specialist with a track record of enhancing team performance and customer satisfaction at CashApp. Skilled in auditing techniques and fostering guest relations, led initiatives that significantly improved quality standards. Expert in driving results through active listening and continuous improvement, leading to boosts in efficiency and client trust.
Overview
7
7
years of professional experience
Work History
Quality Analysis Specialist
CashApp
Queretaro
04.2023 - Current
- Established key performance indicators for the Quality Analysis team, driving a culture of continuous improvement within the department.
- Led Quality Analysis team meetings and trainings, ensuring all members were aligned with company goals and equipped to handle emerging challenges.
- Boosted team performance through continuous training sessions on best practices in quality analysis and inspection techniques, taking the overall score from 89% to 94% in a span of 2 months.
Casino Floor Supervisor
Big Bola Casinos
Queretaro
05.2021 - 02.2023
- Participated in ongoing professional development opportunities designed to expand knowledge base about emerging technologies within the industry.
- Boosted employee morale through regular recognition of outstanding achievements on the casino floor, fostering a positive workplace culture.
- Fostered an inclusive atmosphere by promoting open lines of communication among team members, encouraging collaboration and idea sharing.
- Supervised a team of 8 staff members
Customer Support Representative
Telcel Telecommunications
Merida
10.2020 - 01.2021
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Managed over 80 calls per day, resolving customer complaints and issues by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
Sales Agent
Westin Lagunamar Cancun
Cancun
05.2017 - 08.2017
- Delivered engaging sales presentations tailored specifically towards individual client needs, demonstrating deep understanding of their business and industry.
- Improved overall customer satisfaction by promptly addressing concerns and providing tailored solutions.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions, and concerns.
- Increased sales revenue by consistently meeting and exceeding sales targets.
Education
No Degree -
TecMilenio
Cancún, Quintana Roo, Mexico 05.2001 -
Skills
Auditing Techniques
Quality Improvement
Customer Service
Active Listening
Call Management
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Japanese
Elementary (A2)
Accomplishments
- Achieved a high overall score of all quality through effectively helping with processes done by agents.
- Supervised team of 8 staff members.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Quality Analysis Specialist
CashApp
04.2023 - Current
Casino Floor Supervisor
Big Bola Casinos
05.2021 - 02.2023
Customer Support Representative
Telcel Telecommunications
10.2020 - 01.2021
Sales Agent
Westin Lagunamar Cancun
05.2017 - 08.2017
No Degree -
TecMilenio
05.2001 -
Similar Profiles
Jose Sebastian KarpfJose Sebastian Karpf
Customer Support Agent at CashappCustomer Support Agent at Cashapp
Zachary JulianoZachary Juliano
Operational Risk Specialist at CashAppOperational Risk Specialist at CashApp
Hilda Anet RamosHilda Anet Ramos
Project Manager at CashAppProject Manager at CashApp