Andre Monzon

Experience

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  Sprint

  Sept 2013 - Nov 2014

  Customer Support Representative

  Handled customer inquiries via phone, providing appropriate solutions to reported issues.Utilized problem-solving skills to analyze information, provide accurate troubleshooting of product and related support.Assisted with orders, refunds and account upgrades or closure.Maintained communications with customers during the incident resolution process.

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  Royal Caribbean Cruises Ltd.

  Nov 2014 - Nov 2015

  Customer Support Representative

  Communicated and coordinated with travel agencies/agents regarding bookings, itineraries, activities and special requests.Handled customer inquiries via phone and online services, provided appropriate solutions to reported issues in a timely manner.Escalated critical issues to the supervisor, following appropriate policies and procedures.Performed notations and information gathering within the system regarding specific reservations.Retained and performed upsell and retention benefits to customers. Show less

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  Google (TELUS International)

  Nov 2015 - Oct 2016

  Technical Support Specialist

  Utilized cPanel to address issues reported from users.Reviewed and performed monthly billing documentation/upgrades.Utilized Salesforce and G Suite to review user’s inquiries.Reviewed and inspected SAML logs.Troubleshot and implemented SSO and API maintenance.Reviewed implementation and integration on G Suite.Debugged and fixed authorization and authentication related issues as well as created policies, rules and responses.

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  TELUS International

  Oct 2016 - Sept 2018

  Analyzed and then effectively strategized in regard to business goals, deadlines, schedules, budgets, needed resources, and team member coordination.Generated and shared comprehensive and detailed reports about team performance, mission-related objectives, and deadlines with the respective clients and managers.Managed and oversaw the flow of day to day operations.Delivered coaching and training to a group of 10-12 team members.Assisted and advised with the hiring process of new members, including going through the resumes and conducting interviews.Tested and deployed updated modules for the company and distributed them to all the users required.Coordinated daily/weekly updates between other team leads and management.Addressed team member’s questions, problems, and oversee their work for quality and guideline compliance. Show less Communicated progress and roadblocks to stakeholders, including executive management, and made recommendations to remove roadblocks leading to on-time and on-budget delivery of project.Provided regular maintenance to active Knowledge Bases and Skillsoft plus Skillport.Coordinated meetings with pitches and sales to potential clients.Testing and publishing of new/updated learning courses/material.Transferred materials from servers and assigned the material to the required users.Analyzed scope of the project based on competitive analysis, interviews with customers, and customer feature requests.Developed, tested and deployed knowledge bases for clients. Show less

  • Tools and Technology Team Lead / Project Manager

    Jan 2018 - Sept 2018

  • KB & LMS Administrator / Project Manager

    Oct 2016 - Jan 2018
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  Fiverr

  Sept 2018 - Feb 2022

  Maintained professionalism, and confidentiality when resolving escalated customer issues.Completed hands-on, managerial and administrative tasks with regard to customer service, financial analysis, billing, and monitoring of team and departmental goals.Partnered with other departments to solve moderately complex problems and time sensitive inquiries.Developed procedures for the customer journey department, and presented recommendations for procedural improvements to the team.Assisted the management team to define the knowledge management strategy for our knowledge base and maintain high quality, up-to-date, and searchable content for agents of different skill levels. Show less Handled 75+ customer interactions on a daily basis, providing satisfactory support to ensure customer retention, leading to 15% more happy clients.Assisted customers with their account, Gig services, orders, refunds, disputes, and payments.Handled complaints, provided appropriate solutions and alternatives within the time limit, and followed up to ensure resolutions.Built sustainable relationships of trust with customers through open and interactive communication.Communicated and reviewed constant updates regarding employees within the department, increasing efficiency.Managed, manipulated and inputted data to documented spreadsheets.Coordinated weekly with fellow team members regarding cases and pitched ideas for improving the department. Show less

  • Escalations Specialist

    Oct 2020 - Feb 2022

  • Customer Support Representative

    Sept 2018 - Oct 2020
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  DHL Express

  Mar 2022 - now

  IT Project Manager

  - Developed project and resource plans and validated that all significant plans were optimized in regard to schedule and resources.- Developed and maintained project documentation, which includes creating the project charter, project schedule, major milestones, issues list, establishing work plan, budget, roles/responsibilities and key deliverables.- Communicated commitment dates to project stakeholders.- Facilitated the execution of the project in its agreed-upon scope/time/cost baseline.- Identified and quantified the project risks and developed contingency plan.- Implemented effective project change management progress, so scope changes were understood and accounted for.- Promoted client involvement and assured project meets customer requirements. Show less