Andres Perez
Winter Garden
Summary
Accomplished business professional experienced in operations, customer support leadership, project implementation, and process improvement. Skilled in managing priorities, resolving escalations, and leading teams to deliver exceptional service in fast-paced environments. Strong analytical and problem-solving abilities drive efficiency and customer satisfaction. Bilingual in English and Spanish.
Overview
5
5
years of professional experience
Work History
Quality Assurance Analyst
Onboard, Powered by Conservice
Remote
12.2025 - Current
- Reviewed 40+ customer interactions weekly, ensuring adherence to compliance and quality standards.
- Prepared and delivered eight weekly coaching sessions, targeting agent training needs.
- Collaborated with managers to analyze KPIs and create performance improvement plans.
Community Support Specialist
Conservice
Remote
10.2024 - 12.2025
- Handled 15+ escalated tickets daily, ensuring accurate documentation and streamlined resolution processes.
- Resolved 50+ escalations monthly from resident support team, enhancing resident satisfaction.
- Achieved quality assurance metrics exceeding 90% across over 90% of interactions.
- Coordinated training for 20+ resident support agents, reducing future escalations through improved skills.
Implementation Manager
Onboard, Powered by Conservice
Remote
09.2023 - 10.2024
- Managed simultaneous execution of over 25 large-scale projects, achieving 70-80% resident enrollment at launch.
- Launched 30+ tech amenity programs at MDU communities, driving high resident participation.
- Resolved escalations from service providers, property managers, and property owners, maintaining strong stakeholder relationships.
- Conducted monthly audits of property charges, ensuring accuracy and transparency for residents.
- Maintained accurate reporting on over 30 projects to keep investors informed of progress.
Resident Support Lead
Onboard
Remote
11.2022 - 09.2023
- Managed and trained team of over 10 resident support agents to improve service quality and customer satisfaction.
- Reviewed 40 monthly calls from resident support team to ensure adherence to quality assurance standards.
- Conducted two monthly coaching sessions with each agent on handling time and best practices.
- Collaborated with director of support and L&D to streamline interviewing and onboarding process for over 50 new hires.
Resident Support Agent
Onboard, Powered by Conservice
Remote
05.2022 - 11.2022
Property & Casualty Insurance Sales Agent
Geico
Miami
06.2021 - 05.2022
Education
Bachelor of Science - Business Administration, General Business
University of Florida
Gainesville, FL05-2027
Associate of Arts - Business Administration
MIAMI DADE COLLEGE
Miami, FL12-2023
Skills
- Quality assurance analysis
- KPI tracking
- Process improvement
- Operations management
- Project management
- Salesforce proficiency
- Microsoft Office applications
- Cross-functional coordination
- Stakeholder communication
- Training coordination
- Customer service excellence
- Conflict resolution techniques
- Team leadership skills
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Quality Assurance Analyst
Onboard, Powered by Conservice
12.2025 - Current
Community Support Specialist
Conservice
10.2024 - 12.2025
Implementation Manager
Onboard, Powered by Conservice
09.2023 - 10.2024
Resident Support Lead
Onboard
11.2022 - 09.2023
Resident Support Agent
Onboard, Powered by Conservice
05.2022 - 11.2022
Property & Casualty Insurance Sales Agent
Geico
06.2021 - 05.2022
Bachelor of Science - Business Administration, General Business
University of Florida
Associate of Arts - Business Administration
MIAMI DADE COLLEGE