Quality Assurance Customer Service
Resume:
Rogelio Montalvo, Jr.
*** *** ***** (MAILING ADDRESS)
************@*****.***
EAGLE PASS, TX
Professional Summary Energetic Leader successful at motivating and building positive team dynamics to carry out aggressive goals. Dedicated to an open, communicative culture where employees feel empowered to contribute to the company’s success. Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts, and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Accomplishments 20 years Certificate from Maverick Armas, Inc. Exceeds in firearms training and testing.
Skills Process Improvement Technical Expertise
Quality Assurance Controls Visionary Thinking
Incidents Management Public Speaking
Effective Communication Motivating Teams
Influencing Others Training and Mentoring
Problem Solving Processes and Procedures
Strategic Planning Improvement Plan Knowledge
Work History Memco -SA Inc. - (MicroStar)
General Production 7/21/2024 – Present Day
Maverick Arms, Inc. – Eagle Pass, TX
Proofing Leader (2014 – 2023)
Increased team productivity by streamlining communication and implementing effective project management strategies.
Lead cross-functional teams to achieve company-wide goals, fostering a culture of collaboration and innovation.
Developed and executed strategic plans for business growth, resulting in increased revenue and market share.
Managed budget and resources, ensuring optimal allocation towards achieving organizational objectives.
Optimized operational workflows by identifying bottlenecks, implementing solutions that led to smoother processes across the organization.
Maintained team flexibility and embraced change to adapt within dynamic markets.
Oversaw day-to-day activities of 14 employees in the test firing guns establishment, fostering an inspiring atmosphere to optimize employee experiences.
Maverick Arms, Inc. – Eagle Pass, TX
Safety Coordinator (2014 – 2023)
Enhanced workplace safety by conducting thorough risk assessments and implementing corrective actions.
Reduced accident rates through the development and implementation of effective safety training programs.
Improved safety compliance by creating comprehensive safety policies and procedures in alignment with OSHA regulations.
Collaborated with management to develop strategic safety goals, promoting a strong culture of workplace safety.
Coordinated with external vendors for equipment maintenance, guaranteeing optimal functionality of all safety systems.
Implemented hazard communication programs for chemical handling/storage procedures, maintaining Safety Data Sheets (SDS) records for easy access by employees during emergencies or routine operations.
Inspected worksites, practices, and gear for compliance with established OSHA Standards.
Conducted safety audits and investigated plant quality issues.
Investigated accidents and hazardous incidents to determine the cause and made recommendations for corrective actions.
Conducted safety training and education to employees to increase awareness of safety and empower employees to work safely.
Consulted with management and employees to enable smooth communication regarding safety procedures.
Provided new employees with health and safety orientations.
Maverick Arms, Inc. – Eagle Pass, TX
Customer Service (2001 – 2014)
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Streamlined call center processes for improved efficiency and reduced waiting times.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Assisted customers in navigating the company website and placing online orders, improving overall user experience.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Collaborated with team members to develop best practices for consistent customer service delivery.
Answered the constant flow of customer calls with minimal waiting times.
Responded to customer requests for products, services, and company information.
Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Processed customer service orders promptly to increase customer satisfaction.
Participated in team meetings and training sessions to stay informed about product updates and changes.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Exhibited high energy and professionalism when dealing with clients and staff.
Maintained up-to-date knowledge of product and service changes.
Promote available products and services to customers during service, account management, and order calls.
Maverick Arms, Inc. – Eagle Pass, TX
Security (1998 – 2001)
Maintained a safe environment for staff and visitors through initiative-taking surveillance and communication.
Responded to emergencies promptly, ensuring the safety of all individuals on site.
Collaborated with law enforcement agencies during investigations, providing correct information and assistance as needed.
Ensured proper functioning of security equipment, performing routine checks and maintenance tasks.
Prevented unauthorized access to sensitive areas by verifying credentials and enforcing strict entrance policies.
Detected potential risks early by staying vigilant during shifts and reporting suspicious activity immediately.
Conducted detailed incident reports after each shift, contributing valuable insights for management review and analysis.
Checked identification of persons entering and exiting facility to cut unauthorized visitors.
Completed full building and grounds patrols to spot and investigate concerns.
Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
Patrolled and checked the premises on foot.
Regulated vehicle and pedestrian traffic onto building grounds.
Conducted training sessions for new security personnel to ease compliance with security protocols.
Military Experience United Stated Air Force
2 Sept 1993 – 1 Sept 1997, Honorable Discharge
Military Education Technical Writer Principles 25 May 1995, Air Force Quality Inspection Team Member Training 22 Feb 1995, Apprentice Information Management Specialist Course 6 Dec 1993, Basic Military Training 18 Oct 1993,
Education 1993 High School Diploma, Eagle Pass High School – Eagle Pass, TX
Activities Like spending time with family, exercising, reading, horseback riding, and enjoy learning about firearms to have an excellent proficiency in firearm handling and safety.
Language Bilingual in Spanish (Native Language) and English (Professional)
Certifications Orchid Advisor’s Compliance University - 2017
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