Andrew Monroy
Las Vegas,NV
Summary
Dedicated professional with strong problem-solving and communication skills. Committed to enhancing team performance through effective training and constructive feedback. Proven ability to uphold quality standards while addressing customer concerns and ensuring satisfaction.
Overview
12
12
years of professional experience
Work History
Quality Assurance Analyst
Paysign
Las Vegas, Nevada
07.2024 - 07.2026
- Trained agents on company policies and customer service standards.
- Attended team meetings regularly to discuss updates on customer service and policy changes.
- Participated in ongoing training programs related to job duties or responsibilities.
- Completed research to thoroughly understand client requirements.
- Provided constructive feedback to enhance agent understanding and performance.
- Collaborated with supervisors to align grading standards and criteria consistently.
- Assisted in developing rubrics that clearly define grading expectations and standards.
Receiving
Next Level Door and Millwork
Las Vegas, NV
06.2023 - 09.2024
- Loaded pallets onto trailers for shipment.
- Operated forklifts to transport materials within the warehouse efficiently.
- Loaded and unloaded shipments from trucks and storage areas.
- Maintained accurate inventory records during material handling processes.
- Delivered materials to multiple locations
- Received and distributed incoming materials to designated areas.
Customer Service Representative
Paysign
Las Vegas, NV
07.2018 - 05.2023
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Mentored new employees on procedures and policies to maximize team performance.
Supervisor
YoucallMD/Advanced Health Communications
Las Vegas, NV
01.2016 - 02.2018
- Monitored employee productivity, providing feedback and coaching to enhance performance.
- Provided ongoing training to address staff needs.
- Resolved customer complaints and adjusted policies to meet changing needs.
- Handled difficult calls with strong telephone etiquette, ensuring customer satisfaction.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Identified areas for improvement, informing decision-makers to drive necessary changes.
Vegas Customs
Custom Car Shop
Las Vegas, NV
12.2015 - 01.2016
- Repaired tools and improved tooling performance with skilled use of shop grinders and other tools.
- Disassembled sections of cars with damaged panels and removed old paint.
- Monitored tools and machines and performed minor repairs.
- Set up equipment and welded parts
- Cleaned and polished vehicle exteriors to enhance overall appearance.
- Used hand tools to finish projects by grinding or filing surfaces to achieve smooth finishes and sharp points.
- Sanded cars and prepped them for custom paint jobs
Porter
Drai's Beachclub & Nightclub
Las Vegas, NV
05.2014 - 05.2015
- Set up ladders to reach high windows, roofs and building features.
- Maintained cleanliness and sanitation standards using machine and manual cleaning methods.
- Operated or tended machines to wash and remove impurities from items.
- Observed machine operations, gauges or thermometers to adjust controls, maintaining specified conditions.
- Loaded machines with objects and unloaded after cleaning, placing on conveyors or racks.
Education
High School Diploma -
Las Vegas High School
Las Vegas, NV05-2010
Skills
- Customer Service
- Operating Machinery Daily
- Communication Skills
- Phone Etiquette
- Problem-Solving
- Pattern Recognition
- Workflow Planning
- Materials Requisition
- Organization and Prioritization
Timeline
Quality Assurance Analyst
Paysign
07.2024 - 07.2026
Receiving
Next Level Door and Millwork
06.2023 - 09.2024
Customer Service Representative
Paysign
07.2018 - 05.2023
Supervisor
YoucallMD/Advanced Health Communications
01.2016 - 02.2018
Vegas Customs
Custom Car Shop
12.2015 - 01.2016
Porter
Drai's Beachclub & Nightclub
05.2014 - 05.2015
High School Diploma -
Las Vegas High School