Syntyche Queen
Round Rock,TX
Summary
Customer-focused operations and technical professional with 8+ years of experience across engineering support, logistics, manufacturing, transportation, in high-volume customer service environments. Skilled in customer relationship management, client retention, customer satisfaction optimization, technical troubleshooting, quality assurance, and process improvement with a strong ability to manage fast-paced remote and in-person operations. Proven success supporting cross-functional teams, resolving escalated customer concerns, improving workflow efficiency, and maintaining high performance and safety standards. Holds a completed Associate degree in General Studies from St. Louis Community College and is currently pursuing engineering certification training. Seeking customer support, technical support, operations, or client success opportunities.
Overview
10
10
years of professional experience
Work History
Advanced Quality Engineering Technician
Tesla
01.2025 - Current
- Conduct industrial CT imaging and quality inspections on 150–300 lithium-ion battery cells weekly to support manufacturing operations and engineering analysis
- Perform 40+ precision metrology measurements daily while assisting engineers with root-cause investigations and failure analysis reporting
- Maintained inspection traceability and data integrity by accurately documenting CT scan outputs, metrology results, and quality control findings to support compliance with internal manufacturing standards and engineering review processes
- Assisted in identifying recurring defect patterns in lithium-ion battery cells by analyzing inspection data trends and communicating findings to engineering teams to support process improvement and yield optimization initiatives
- Collaborate with cross-functional teams of 10–15 engineers, quality specialists, and manufacturing personnel to improve workflow efficiency and inspection accuracy
- Support engineering validation projects and testing procedures contributing to monthly production and quality assurance goals
- Created 3 to 5 weekly engineering reports and test documentation summaries supporting vehicle testing and validation work, including compiling raw test data from system and component checks, recording performance results during iterative test runs, organizing findings for engineering review meetings, and maintaining structured logs used to track issues, improvements, and outcomes across development and quality assurance cycles
- Developed comprehensive training materials for new hires, promoting consistent adherence to quality standards across all personnel levels.
- Boosted product reliability by collaborating with suppliers on material selection and component specifications, ensuring conformance with defined requirements.
Airport Ground Operations/Customer Service Specialist
Southwest Airlines
05.2023 - 11.2025
- Assisted 200+ airline passengers daily by ensuring timely routing, loading, and delivery of baggage and cargo operations
- Loaded and unloaded baggage and cargo for 10–20 departing and arriving flights per shift while maintaining operational safety standards
- Resolved customer concerns involving delayed, missing, or rerouted baggage while maintaining professionalism in fast-paced and high-pressure environments
- Operated tugs, belt loaders, and tow tractors in high-traffic airport operational areas with a strong focus on safety and efficiency
- Collaborated with teams of 15–25 ground personnel, supervisors, and flight crews to maintain on-time departure performance and operational accuracy
- Assisted in training 2 to 4 newly assigned team members per month on baggage handling procedures, safety regulations, and daily workflow expectations, including hands-on demonstrations, shadowing during active shifts, and reinforcing compliance with airport safety and operational standards to ensure consistent performance and reduced handling errors
- Maintained consistent communication with approximately 25 to 50 passengers per shift and coordinated with 5 to 10 operational staff members daily to support customer service delivery, manage service recovery situations, and ensure timely resolution of travel disruptions, delays, and baggage-related issues while maintaining a calm and professional approach in high-pressure environments
- Optimized workflow processes within the department, resulting in improved productivity and effectiveness in handling customer requests.
Logistics & Customer Delivery Specialist
United States Postal Service
09.2017 - 04.2023
- Delivered and processed approximately 400 to 600 pieces of mail and packages daily across assigned residential and commercial routes, ensuring accurate sorting, timely delivery, and verification of recipient information
- Provided direct customer service support to approximately 200 to 300 residents weekly by resolving delivery concerns, tracking missing or delayed items, responding to service inquiries, and coordinating with internal distribution teams to ensure accurate follow-up and timely resolution of customer issues
- Sustained high levels of delivery precision and punctual route completion within stringent daily operational time constraints, consistently fulfilling service benchmarks while managing substantial volumes of time-sensitive mail and parcel distributions
- Utilized GPS navigation systems and route optimization techniques to improve delivery performance and reduce delays
- Executed comprehensive daily vehicular safety inspections and maintained meticulous documentation of deliveries, collections, and route-based activities to ensure regulatory compliance and operational traceability
- Contributed to the onboarding and procedural acclimation of newly assigned carriers by demonstrating standardized delivery protocols, spatial route structuring, and customer engagement expectations during active field operations
- Demonstrated adaptability by managing changing workloads, weather conditions, and customer priorities while maintaining consistent service standards
Customer Care & Claims Resolution Representative
Elevance Health
03.2017 - 06.2022
- Managed approximately 60 to 80 inbound customer calls daily related to healthcare coverage, billing inquiries, claims processing, eligibility verification, and account-related concerns within a high-volume customer support environment
- Resolved escalated customer service issues by utilizing problem-solving and de-escalation techniques while maintaining professionalism, empathy, and consistently meeting customer satisfaction and service quality expectations
- Assisted customers through phone, email, and online communication platforms, supporting an average of 90+ customer interactions daily while navigating multiple internal systems and maintaining efficiency in a fast-paced call center setting
- Conducted daily follow-up outreach with 15 to 25 customers to verify successful issue resolution, improve customer retention outcomes, and ensure continuity of service support for unresolved account concerns
- Maintained strict confidentiality of customer health information and account records in accordance with healthcare privacy regulations, company policies, and data protection procedures during all customer interactions
- Simultaneously managed multiple customer accounts, service requests, and documentation systems while consistently meeting productivity benchmarks, call handling expectations, and quality assurance performance metrics
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
Service Delivery & Technical Support Coordinator
Spectrum
02.2016 - 02.2017
- Resolved an average of 40 to 60 escalated customer and technical service issues weekly by applying advanced troubleshooting, conflict resolution, and problem-solving techniques while maintaining high customer satisfaction scores and compliance with established service quality benchmarks
- Assisted in monitoring daily and monthly operational performance metrics across service teams handling 100+ customer interactions per day, supporting quality assurance initiatives, trend analysis efforts, and workflow improvement strategies designed to increase response efficiency and reduce repeat service issues
- Collaborated with 4 to 6 cross-functional teams and operational departments to streamline service delivery procedures, strengthen communication workflows, and improve overall efficiency within high-volume customer support environments
- Maintained full compliance with telecommunications regulations, internal operational standards, and customer data protection procedures by accurately documenting service activity and adhering to company policy requirements during all customer interactions
- Supported onboarding and peer mentorship efforts for 3 to 5 newly assigned customer service representatives and technical support personnel quarterly by reinforcing troubleshooting procedures, workflow expectations, and customer engagement standards during live support operations
- Delivered customer-focused technical support to approximately 50 to 80 customers daily through active listening, de-escalation strategies, and analytical troubleshooting methods, contributing to improved issue resolution times and stronger customer retention outcomes
Education
Associate of Arts (A.A) - General Studies
St. Louis Community College
St. Louis, MO12-2023
Skills
- Technical Skills: Microsoft Office Suite (Excel, Word, PowerPoint, Outlook), Google Workspace (Docs, Sheets, Drive, Gmail, Calendar), CRM and customer account management systems, GPS navigation systems, data entry, records management, call center software, scheduling platforms, Microsoft Teams, Slack, industrial software navigation and reporting tools
- Operational Skills: Customer service support, conflict resolution, technical troubleshooting, route coordination, documentation management, regulatory compliance, workflow optimization, quality assurance monitoring, onboarding support, multitasking in high-volume environments, safety compliance adherence in logistics and production settings
- Certifications: CPR & First Aid Certified, Workplace Safety and Compliance Training, manufacturing safety and quality assurance training (Tesla-aligned production and operational standards)
Interests
Community engagement, fitness and wellness, professional development workshops, technology and automotive innovation, public speaking, team collaboration, reading nonfiction and business literature
Timeline
Advanced Quality Engineering Technician
Tesla
01.2025 - Current
Airport Ground Operations/Customer Service Specialist
Southwest Airlines
05.2023 - 11.2025
Logistics & Customer Delivery Specialist
United States Postal Service
09.2017 - 04.2023
Customer Care & Claims Resolution Representative
Elevance Health
03.2017 - 06.2022
Service Delivery & Technical Support Coordinator
Spectrum
02.2016 - 02.2017
Associate of Arts (A.A) - General Studies
St. Louis Community College