Andres Maltez
Ashburn
Summary
Dynamic and results-driven operations leader with over 6 years of experience in customer service, case management, and team supervision. Proven ability to manage cross-functional teams, resolve high-stakes client escalations (B2B and B2C), and drive operational excellence through strategic delegation and quality assurance. Skilled in collaborating with internal departments to support product launches and continuous improvement initiatives. Recognized for maintaining SLA compliance, enhancing customer satisfaction, and aligning service delivery with business goals. Bilingual in English and Spanish, with a strong commitment to delivering client-focused solutions.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Operations Team Lead
IRIS Powered by Generali
09.2022 - Current
- Supervise and support a team of 25 agents, ensuring compliance with service level agreements (SLAs) and maintaining high customer satisfaction across all touchpoints.
- Handle high-level customer escalations, including B2B clients, providing direct resolution and serving as the initial and final point of contact for complex issues.
- Collaborate cross-functionally with account managers, product team, and operations team to support new product launches, implement continuous service improvements, and address escalations.
- Monitor and evaluate calls and case interactions to provide feedback to enhance customer interactions.
- Delegate and assign complex cases to managers based on specialization, workload, and urgency to ensure efficient resolution.
- Facilitate weekly team meetings to align and lead initiatives to streamline internal workflows, resulting in increased team efficiency and reduced handling times.
- Partner with internal stakeholders to relay customer insights and influence product enhancements aligned with client needs and expectations.
- Modify internal knowledge books with refreshed processes and procedures to ensure high customer satisfactions.
- Interviewed, trained and onboarded incoming case managers.
Case Manager/Certified Resolution Specialist
IRIS Powered by Generali
09.2022 - Current
- Managed complex identity theft cases, providing end-to end resolution with professionalism, urgency and empathy.
- Acted as a liaison between clients and third parties including banks, credit bureaus, and financial institutions to resolve identity theft related cases.
- Delivered timely and accurate updates and resolution to clients, ensuring transparency, trust, and customer satisfaction.
- Handled case loads of 50+ customers on a monthly basis.
- Coordinated with internal teams and external entities to expedite fraud resolution, restore client identities and maintain compliance with regulatory requirements.
- Maintained high volume calls, while providing accurate resolution and excellent customer service.
Crew Member/Section Leader
Trader Joe's
01.2021 - 09.2022
- Successfully performed tasks with team work efficiency.
- Performed tasks under pressure with a never ending sense of urgency
- Assisted customers with critical problem solving, always prioritizing on developing positive customer relations.
- Effectively lead a section of perishable goods, managing inventory, sales monitoring, loss preventions, and order writing.
- Collaborated with other sections leaders in a rapid manner to complete daily tasks.
- Performed problem solving over the phone, finding solutions remotely for customers.
Customer Service Team Lead
Harris Teeter
12.2019 - 01.2021
- Successfully managed customer service operations.
- Mediated customer problems and provided resolution in a rapid response.
- Maintained the flow and order of front end operations, including problem solving, time management, and tasks distribution.
- Ensure economical accuracy in tills, deposits, exchanges, and flow of large amounts of cash.
Education
Bachelor of Science - Cloud Computing
Northern Virginia Community College
Ashburn, VA05-2026
High School -
Broad Run Graduate
Ashburn, Virginia06.2021
Skills
- Bilingual
- Critical Thinking
- Client Care Specialist
- Project Management
- Customer Advocacy
- Microsoft Office Suit
- Domain Knowledge
- Multitasking
- Interpersonal Skills
- Time Management
- Team Work
- CRM Admin
LANGUAGES
Spanish - Full Professional Proficiency
English - Full Professional Proficiency
Certification
FCRA Basic Certificate
Identity Management Institute-Certified Identity Protection Advisor
Enrolled in a formal Cybersecurity program with coursework aligned to CompTIA A+, Network+, and Security+ certification objectives.
Timeline
Operations Team Lead
IRIS Powered by Generali
09.2022 - Current
Case Manager/Certified Resolution Specialist
IRIS Powered by Generali
09.2022 - Current
Crew Member/Section Leader
Trader Joe's
01.2021 - 09.2022
Customer Service Team Lead
Harris Teeter
12.2019 - 01.2021
Bachelor of Science - Cloud Computing
Northern Virginia Community College
High School -
Broad Run Graduate
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