Gabriella Arteaga
Kissimmee
Summary
Highly motivated and positive individual with great organizational and communication skills. Customer service master and efficient problem solver. Deftly manages operational tasks while delivering thorough answers and solutions to foster exceptional customer experiences. Excels in building and maintaining a positive work environment.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Quality Assurance Specialist/Supervisor
ITEX
02.2025 - Current
- ITCON sister company – performed same duties on the same project.
Contact Center Team Leader
Concentrix
11.2021 - Current
- Led a team of 26 cross-functional agents across two separate programs.
- Presented weekly to customer on in depth updates of individual agent progress.
Quality Assurance Specialist/Supervisor
ITCON
07.2023 - 02.2025
- Managed a team of 32 cross-functional agents.
- Completed weekly audits on various topics to monitor agent performance, along with hosting coaching sessions for each individual agent.
- Ran bi-weekly client meetings to present agent progress and discuss any important updates.
- Trained incoming new hire classes as well as uptraining clas
- Created new training material for the project.
- Kept track of timesheets and approved payroll for all agents.
- Completed
Contact Center Representative
Concentrix
03.2021 - 11.2021
- Handled inbound calls for American Express Personal Loans department.
- Developed highly empathetic customer relationships and earned reputation for exceeding service standards.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Appointed lead for handling back office operations.
Associate Market Mentor
Monat Global
10.2018 - 06.2020
- Planned and executed events and marketing programs, producing 3 times goal of qualified leads.
- Optimized advertising efforts by developing content for media relations, corporate communications and social media posts.
- Trained entry-level business partners and data analysts on company protocols, best practices and business procedures.
Business Assistant
Accounts Receivable Management
06.2016 - 09.2016
- Developed and updated tracking spreadsheets using excel.
- Collected, arranged and input information into database system.
- Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
Education
High School Diploma -
Western High School
Davie, FLSkills
- Agent Development
- Quality Assurance
- Strong Customer Relations
- Training/coaching on individual or group level
- Enforcing positive work environment amongst staff
- Performance Monitoring
- Payroll Management
Certification
ITIL 4
Timeline
Quality Assurance Specialist/Supervisor
ITEX
02.2025 - Current
Quality Assurance Specialist/Supervisor
ITCON
07.2023 - 02.2025
Contact Center Team Leader
Concentrix
11.2021 - Current
Contact Center Representative
Concentrix
03.2021 - 11.2021
Associate Market Mentor
Monat Global
10.2018 - 06.2020
Business Assistant
Accounts Receivable Management
06.2016 - 09.2016
High School Diploma -
Western High School
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