Andy Valtier
Irving,TX
Summary
Results-driven Quality Assurance Analyst with over 14 years of experience. Proven track record in quality processes, data analysis, and team collaboration, ensuring compliance with high standards and enhancing product performance.
Overview
28
28
years of professional experience
Work History
Quality Assurance Analyst
Southwest Airlines
Dallas, TX
05.2011 - 04.2025
- Conducted thorough issues with customer concerns to ensure compliance with quality standards.
- Developed and executed detailed test plans, scripts, and scenarios for various projects.
- Collaborated with cross-functional teams to identify and resolve defects in a timely manner.
- Analyzed test results and provided actionable feedback to enhance product performance.
Bilingual Customer Service Supervisor
Rent A Center HDQ
Dallas, TX
03.2010 - 05.2011
- Supervise bilingual customer service team, ensuring high-quality support and effective communication.
- Develop training materials and conduct onboarding sessions for new team members.
- Implement process improvements to enhance customer satisfaction and operational efficiency.
- Resolve complex customer inquiries, utilizing problem-solving skills to deliver timely solutions.
Technical Supervisor
RIM
Irving, TX
11.2002 - 03.2010
- Led technical teams in troubleshooting complex equipment issues, enhancing operational efficiency.
- Developed training programs for new hires, improving onboarding processes and team productivity.
- Implemented quality control measures, ensuring compliance with industry standards and reducing errors.
- Coordinated cross-departmental projects to streamline workflows and enhance communication between teams.
- Increased customer satisfaction rates by promptly addressing technical issues and providing exceptional support services to clients.
Customer Service Supervisor
Pagenet
Dallas, TX
04.1997 - 11.2002
- Supervised customer service team, ensuring adherence to operational standards and policies.
- Implemented training programs, enhancing team performance and service delivery quality.
- Resolved escalated customer issues, improving satisfaction and retention rates.
- Analyzed service metrics to identify trends and improve response times.
- Mentored staff on best practices, fostering a collaborative work environment.
- Conducted regular performance evaluations, providing constructive feedback to enhance team skills.
- Coached employees through day-to-day work and complex problems.
Education
General Studies
University of Texas El Paso
El Paso, TXSkills
- Quality assurance
- Quality processes
- Data analysis
- Mentoring and training
- Escalation handling
- Call monitoring
- Policy enforcement
- Workforce planning
- Feedback delivery
- Service quality assurance
- Teamwork
- Teamwork and collaboration
- Customer service
Languages
Spanish
Native or Bilingual
Timeline
Quality Assurance Analyst
Southwest Airlines
05.2011 - 04.2025
Bilingual Customer Service Supervisor
Rent A Center HDQ
03.2010 - 05.2011
Technical Supervisor
RIM
11.2002 - 03.2010
Customer Service Supervisor
Pagenet
04.1997 - 11.2002
General Studies
University of Texas El Paso