Rodolfo Maldonado Jr.
Brownsville,TX
Summary
Dynamic professional with extensive experience at Teleperformance, excelling in quality assurance and customer service. Proven ability in problem-solving and performance management, utilizing Lean Six Sigma methodologies to enhance operational efficiency. Skilled in equipment maintenance and safety inspections, consistently delivering results under pressure while fostering effective communication across teams.
Overview
24
24
years of professional experience
Work History
Operator
MK excavation
Brownsville, Texas
09.2025 - Current
- Operated heavy machinery for excavation projects on various job sites.
- Conducted daily safety inspections to ensure compliance with regulations.
- Collaborated with team members to streamline workflow and improve efficiency.
- Maintained equipment and performed routine servicing to prevent breakdowns.
- Assisted in site preparation by clearing debris and leveling terrain.
- Loaded and unloaded materials, ensuring proper handling and storage techniques.
- Followed project plans and specifications to execute excavation tasks accurately.
- Communicated effectively with supervisors regarding project progress and issues encountered.
- Maintained cleanliness of work area and equipment in accordance with safety regulations.
- Learned and followed safety and emergency procedures.
- Observed and troubleshot equipment and machines to detect malfunctions and notify appropriate personnel of needed repairs.
Laborer
Port of Brownsville
Brownsville, Texas
06.2025 - 09.2025
- Operated heavy machinery for material handling and site preparation.
- Assisted in loading and unloading materials to support construction projects.
- Maintained cleanliness of work areas to ensure safe working conditions.
- Followed safety protocols to minimize hazards on job sites.
- Collaborated with team members to complete tasks efficiently and effectively.
- Performed routine maintenance on tools and equipment for optimal performance.
- Executed basic repairs and adjustments to machinery as needed.
- Participated in training sessions to enhance skills and safety knowledge.
- Performed physical activities requiring heavy lifting, walking and standing for long periods of time.
- Completed variety of physical labor tasks.
- Lifted objects weighing up to 50 pounds without assistance when necessary.
3rd Shift security Monitor
SouthWest Key Programs
Los Fresnos, TX
07.2022 - 08.2024
- Reviewed live camera footage to identify potential issues involving youth and staff interactions.
- Conducted facility walkthroughs to assess hazards affecting daily operations and overall safety.
- Inspect first aid kits, fire extinguishers, and entry points for compliance and safety issues.
- Monitored main entry points, verifying IDs of incoming personnel to prevent unauthorized entry.
- Conducted regular patrols to identify and report suspicious activities.
- Responded promptly to alarms and incidents, coordinating with emergency services.
- Assisted in training new security staff on protocols and procedures.
- Maintained detailed logs of daily activities and incidents for record-keeping.
- Provided excellent customer service while interacting with visitors and employees.
- Responded to alarms, emergencies, and disturbances.
- Completed incident reports regarding violations of policies or procedures.
- Followed established security and safety procedures and posted orders to include enforcement of company rules, policies, and regulations.
Youth Care Worker/Headcount Team
SouthWest Key Programs
Los Fresnos, TX
01.2022 - 07.2022
- Monitored youth during sleeping hours to ensure safety and well-being.
- Maintained cleanliness of cottage through sweeping, mopping, and laundry duties.
- Conducted regular rounds to verify youth were in beds and sleeping peacefully.
- Documented bed checks, headcounts, and logs for infants and toddlers as required.
- Updated spreadsheets with total physical headcount for each cottage as part of headcount team.
- Collaborated with intake and shift leaders to account for belongings of new arrivals and departures.
Quality Assurance Manager
Teleperformance
Brownsville, TX
02.2016 - 03.2021
- I utilized my Six Sigma training to identify the root causes driving performance downward, and I created action plans to roll out to the agent population so the operations team can drive via PIPs.
- Ability to create reports to present to clients based on past, current, and predictive performance.
- View staffing for the upcoming possible hiring of team members, and train and develop supervisors to drive quality assurance analyst performance based on the needs of the client.
- Work with other departments, such as Call Center Managers, Account Managers, Supervisors, and Agents, to drive KPIs, such as Quality Scores, Customer Satisfaction, First Call Resolution, and Average Handle Time.
- Led quality assurance initiatives to enhance service delivery standards.
- Developed and implemented testing protocols for various projects.
- Trained staff on quality assurance best practices and procedures.
- Conducted regular audits to assess adherence to quality metrics.
- Performed root cause analysis on non-conforming materials or products in order to determine appropriate corrective actions.
- Compiled data on quality issues and vulnerabilities and reported findings with suggestions for improvement.
- Created reports detailing results from inspections, tests, investigations that were used by senior management for decision-making purposes.
- Established key performance indicators for evaluating the effectiveness of the company's quality management system.
Quality Assurance Supervisor
Teleperformance
Brownsville, TX
05.2014 - 01.2016
- Help train and motivate call center representatives as they answer questions, handle program related questions and support clients.
- Monitor representatives and follow up on progress to coach and cultivate their knowledge and skills needed to provide excellent service to customers.
- Hire oncoming potential employees.
- Ensure call center representatives understand and comply with all call center objectives and policies.
- Prepare reports and analyze data to assist management to determine needed objectives to meet call center goals.
- Train and develop quality analysts to ensure needs of the program are met from a monitoring perspective.
- Provide reporting based on the analyst's feedback from monitored calls to our supervisor team to drive agent performance and client KPI's.
Quality Assurance Analyst
Teleperformance
Brownsville, TX
12.2012 - 04.2014
- Monitor phone calls to ensure representatives are following the organization's protocols.
- Identify areas in which agents might need assistance with such as voice quality and/or product knowledge as well as scripting.
- Assist and initiate client calibrations, as well as internal calibrations.
- Create reports such as, 'What is QA Hearing and QA Report for Training Purposes.'
Customer Service Representative
Teleperformance
Brownsville, TX
09.2012 - 12.2012
- Serve customers by determining requirements, answering inquiries, resolving problems and fulfilling requests.
- Responded to and handled customer complaints and inquiries in a timely manner.
- Maintained a polite and professional manner.
- Managed escalated client concerns from brokers and clients.
- Analyzed reports on improvement to bring effectiveness to the company.
Lead Roofer
SingleSource Roofing
Pittsburgh, Pennsylvania
06.2002 - 02.2010
- Supervised roofing installation projects to ensure quality and compliance with safety standards.
- Coordinated material procurement to streamline project workflow and reduce delays.
- Inspected completed roofs for quality assurance and adherence to specifications.
- Maintained tools and equipment to ensure readiness for roofing tasks at all times.
- Performed regular maintenance checks on existing roofs to identify potential issues before they became major problems.
- Monitored job progress throughout project timelines in order to adhere to deadlines set by clients.
- Conducted daily safety meetings with crew members to ensure job site safety standards were met.
- Ensured that all work was completed in accordance with local building codes, manufacturer's instructions, and industry standards.
- Assessed roofs for damage due to weather or age and determined the best course of action for repair or replacement.
- Worked safely and effectively under difficult conditions and completed projects under various kinds of weather.
- Worked regularly at advanced heights and followed all OSHA safety protocols and procedures for fall prevention.
Education
Associates Degree - Arts
University of Texas at Brownsville
Brownsville, TX06.2019
G.E.D -
Simon Rivera High School
Brownsville, TX04.2001
Skills
- Microsoft Office proficiency
- Problem solving
- Critical thinking
- Customer service
- Verbal communication
- Communication skills
- Technology proficiency
- Software applications
- Phone systems
- Ability to work under pressure
- Prioritization
- Follow through
- Public speaking
- Performance management
- Lean Six Sigma certifications
- Machine operation
- Equipment maintenance
- Safety inspections
- Safety protocols
- Material handling
- Project execution
References
- Laura Calver, Quality Assurance Manager, Teleperformance, 801-725-7229, Laura.Calver@teleperformance.com
- Vanessa Sanchez, Case Aide, BCFS, 956-545-8314, vsanchez8401@hotmail.com
- Liliana Mata, Call Center Manager, Teleperformance, 956-293-5425, Liliana.mata@teleperformance.com
Languages
English
Full Professional
Spanish
Limited
Timeline
Operator
MK excavation
09.2025 - Current
Laborer
Port of Brownsville
06.2025 - 09.2025
3rd Shift security Monitor
SouthWest Key Programs
07.2022 - 08.2024
Youth Care Worker/Headcount Team
SouthWest Key Programs
01.2022 - 07.2022
Quality Assurance Manager
Teleperformance
02.2016 - 03.2021
Quality Assurance Supervisor
Teleperformance
05.2014 - 01.2016
Quality Assurance Analyst
Teleperformance
12.2012 - 04.2014
Customer Service Representative
Teleperformance
09.2012 - 12.2012
Lead Roofer
SingleSource Roofing
06.2002 - 02.2010
Associates Degree - Arts
University of Texas at Brownsville
G.E.D -
Simon Rivera High School