Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gilberto Villalpando

Brownsville

Summary

Dear Hiring Manager,
As an experienced ISG bilingual marketplace agent , the advertisement for Acting QA agent position with Maximus
sparked my interest. When reviewing the position requirements on the company's website, I was excited to
apply.My passion for this field, combined with my respect for the company, make me eager to get on board.My
attached resume shows the highlights from my years of professional experience.

I am excited to contribute my talents and proficiency in leadership toward your team efforts.My focus on
building strong professional relationships has been a beneficial asset throughout my career.I am now settled
and are prepared to take the next steps in my career.
Please review my enclosed resume for a more in-depth illustration of my work history and accomplishments. I
would appreciate the opportunity to interview at your earliest convenience. I'm eager to discuss how my
personality and background fit the Acting QA agent role.
Thank you for your time and consideration of my candidacy.
Sincerely,
Gilberto Villalpando

Overview

20
20
years of professional experience

Work History

INTERNAL SUPPORT GROUP BILINGUAL AGENT MARKETPLACE

Maximus Federal Services
10.2023 - Current
  • Developed strong rapport with members by actively listening and empathizing with their struggles, promoting trust within the group.
  • Evaluate the effectiveness through teams by gathering feedback from agents, making adjustments as necessary for continuous improvement.
  • Assist agents through consults of any questions they may have pertaining scripting procedures, business process,NGD, application procedures and policies.
  • Identify areas in need of improvement and implement solutions.
  • Support tier 1 and tier 2 agents by taking Supervisor calls, when consumer requests to speak to a supervisor , and provide a first call resolution to consumers issue.

TENURED AGENT

Maximus Federal Services
11.2020 - Current



  • Resolved caller issues quickly and thoroughly,by assisting new hire agents .
  • Informed new hires of policies and procedures
  • Assisted new hire agents with organizational goals.
  • Collaborated with team members to resolve issues and identify appropriate issues for escalation procedures.
  • Organized and coordinated conference calls with various new hire agents.

MARKETPLACE TIER 1 & 2 AGENT

Maximus Federal Services
10.2019 - 10.2023
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls to answer questions about healthcare applications and insurance.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
  • Resolved over customer issues per shift by researching and exploring answers
  • Escalating unresolved problems to upper management
  • Proficient in company Business process up to date procedures 2 years.
  • Proficient in company Quality Assurance and Coaching up to date procedures 2 years.
  • Time management skills
  • Organizational skills
  • Leadership skills
  • Bilingual (English &Spanish)
  • Typing (40wpm)
  • Maintained good quality metrics since update

Bilingual Customer Service Agent

Atento BBVA
01.2017 - 05.2018
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
  • Provided customers with banking statement information
  • Educated customers about billing,payment processing and support policies and procedures.

11B Infantryman

UNITED STATES ARMY
08.2004 - 10.2011
  • Developed strong leadership skills by mentoring junior infantrymen on essential soldiering practices and techniques.
  • Achieved mission success through effective communication with team members and leadership during high-stress situations.
  • Assisted in the planning and execution of reconnaissance missions, gathering important intelligence for decision-making purposes.
  • Enhanced unit readiness by conducting regular equipment inspections and maintenance tasks.
  • Served as an effective team member in diverse operational environments, including urban warfare scenarios and adverse weather conditions.
  • Collaborated with other military units, streamlining joint operations and increasing overall effectiveness in the field.
  • Demonstrated adaptability by learning new skills quickly, allowing for seamless transitions between different roles within the unit.
  • Increased team efficiency by developing and implementing tactical plans in various training exercises.
  • Promoted a positive work culture within the unit, fostering camaraderie and teamwork among soldiers during training and deployments.
  • Provided critical support to fellow soldiers, ensuring their safety during training and combat operations.
  • Conducted detailed after-action reviews following each mission or training event to identify areas for improvement moving forward.
  • Strengthened relationships with host nation forces through cultural exchanges and joint activities during overseas deployments.
  • Established security perimeters around key locations, providing protection for valuable assets and personnel during operations.
  • Optimized resource allocation within the unit by accurately tracking inventory levels of essential supplies and equipment.
  • Performed as fire team member during situational training exercises and infantry dismounted battle drills.
  • Reduced equipment failures through diligent preventative maintenance checks, ensuring reliable performance during crucial missions.
  • Established defensive positions to protect against enemy forces.
  • Patrolled designated coverage areas and evaluated terrain for defensive use.
  • Led fire team during infantry dismounted battle drills and situational training exercises.
  • Produced reports on equipment status, incidences, personnel readiness and intelligence for superiors.
  • Utilized advanced tactics to engage and neutralize enemy combatants.
  • Maintained secure communication systems to relay information to and from command teams.

Education

No Degree - Electrical Equipment Installation And Repair

Southern Careers Institute
Brownsville, TX
05.2021

High School Diploma -

PSJA HIGH SCHOOL
San Juan, TX
05.2004

Skills

  • Critical Thinking
  • Strong Communication Abilities
  • Attention to detail in identifying where agents may be deviating from prescribed processes or standardsPaying attention to small nuances in customer interactions is crucial for maintaining quality
  • Analytical skills to asses maximus procedures ,such as call duration,first call resolution,and customer satisfaction
  • Problem solving skills in identifying performance gaps and developing strategies to address themThe ability to troubleshoot issues,implement solutions,and improve the call performance
  • Coaching and feedback skills,the ability to deliver constructive feedback to call center agents in a supportive and motivational manner

Timeline

INTERNAL SUPPORT GROUP BILINGUAL AGENT MARKETPLACE

Maximus Federal Services
10.2023 - Current

TENURED AGENT

Maximus Federal Services
11.2020 - Current

MARKETPLACE TIER 1 & 2 AGENT

Maximus Federal Services
10.2019 - 10.2023

Bilingual Customer Service Agent

Atento BBVA
01.2017 - 05.2018

11B Infantryman

UNITED STATES ARMY
08.2004 - 10.2011

No Degree - Electrical Equipment Installation And Repair

Southern Careers Institute

High School Diploma -

PSJA HIGH SCHOOL

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Gilberto Villalpando