Open to opportunities

Andres González

@andresgonzlez

Message

I improve customer operations through accurate documentation, coordination, and regulated-industry support.

Guatemala

Message

What I'm looking for

I'm looking for an administrative or operations support role where I can improve workflows, maintain accurate documentation, coordinate across teams, and deliver reliable customer service in a structured environment.

I've supported U.S.-based customers across telecommunications, banking, utilities, and e-commerce for more than eight years, resolving account, billing, technical, fraud, and service inquiries while maintaining accurate records.

At Alorica supporting T-Mobile and Direct Energy, Genpact supporting Citibank, Intouch supporting Instacart, and Nearsol supporting Pepco, I've handled escalations, claims, reimbursements, payment arrangements, and account requests. I was promoted twice into temporary floor-support roles, where I assisted supervisors with reporting, documentation management, quality reviews, payroll adjustments, and daily team coordination.

I bring careful process compliance, clear customer communication, and reliable cross-functional follow-up to fast-paced support operations.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Nearsol

Jan 2024 - Dec 2026 (2 years 11 months)

Assisted customers with billing, account, and service inquiries while maintaining accurate documentation and customer records. Collaborated with cross-functional teams to resolve escalated customer issues and improve workflow efficiency.

Customer Service Billing Account Management Cross Functional Collaboration Problem Solving Time Management

Temporary Floor Support

Nearsol

Jan 2024 - Dec 2026 (2 years 11 months)

Promoted to Temporary Floor Support based on performance, providing operational support and procedural guidance to customer service representatives. Assisted supervisors with quality reviews, reporting, documentation management, and team support.

Operations Support Administrative Support Quality Assurance Reporting Document Management Team Support

Email & Chat Support Specialist

Intouch

Jan 2023 - Dec 2024 (1 year 11 months)

Supported customers and delivery partners through email and chat while managing multiple cases in a fast-paced environment. Processed claims, reimbursements, and account requests with accuracy and adherence to company procedures.

Email Support Chat Case Management Claims Processing Customer Service Attention To Detail

Customer Support Representative

Alorica

Jan 2022 - Dec 2023 (1 year 11 months)

Assisted customers with billing inquiries, account updates, payment arrangements, and service requests while maintaining accurate account records. Coordinated with internal departments to resolve account issues efficiently and provided timely follow-up.

Customer Service Billing Account Management CRM Systems Cross Functional Collaboration Problem Solving

Fraud Customer Support Specialist

Genpact

Jan 2021 - Dec 2022 (1 year 11 months)

Investigated unauthorized transactions and fraud claims while following banking regulations and compliance procedures. Reviewed account information, verified case details, and maintained accurate documentation to support timely case resolution.

Fraud Investigation Banking Regulations Compliance Customer Support Confidentiality Attention To Detail

Temporary Floor Support

Alorica

Jan 2017 - Dec 2021 (4 years 11 months)

Provided operational and administrative support to supervisors, assisting with payroll adjustments, reporting, documentation management, and quality-related tasks. Coordinated escalated customer cases and supported team members to ensure compliance with company policies and service standards.

Operations Support Administrative Support Document Management Reporting Quality Assurance Team Support CRM Systems Microsoft Office

Customer Service Representative

Alorica

Jan 2017 - Dec 2021 (4 years 11 months)

Resolved billing, account, and technical inquiries for U.S.-based customers while maintaining accurate CRM documentation and ensuring timely follow-up. Promoted to Temporary Floor Support based on strong performance, providing operational and administrative support to supervisors.