Teakeila Gudes
Columbus,GA
Summary
Dedicated and versatile professional with over 10 years of experience in call center operations, customer support, and account management. Skilled in handling high call volumes, resolving complex customer issues, and delivering empathetic, solutions-driven service. Recognized for strong communication, conflict resolution, and performance consistency in fast-paced environments. Proven ability to exceed call center metrics while maintaining quality and compliance standards.
Overview
12
12
years of professional experience
Work History
Pharmacy Care Representative
CarelonRx Pharmacy
12.2023 - 07.2025
- - Handled high-volume inbound calls assisting patients with prescription orders, billing inquiries, and medication concerns.
- - Delivered accurate information and solutions to ensure medication adherence and patient satisfaction.
- - Maintained detailed documentation while meeting compliance and call quality standards.
- - Supported pharmacists in order verification and patient communication.
Shift Lead Manager
Taco Bell
07.2013 - 07.2024
- - Supervised employees and coached staff on customer service and point-of-sale systems.
- - Resolved customer complaints to maintain high satisfaction levels.
- - Managed shift operations including cash handling and inventory control.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
Collections Agent
First Credit Services
04.2020 - 05.2023
- - Conducted inbound and outbound calls to negotiate payment plans and resolve outstanding balances.
- - Consistently exceeded monthly collection and call performance targets.
- - De-escalated customer disputes with professionalism and empathy.
- - Trained and mentored new agents on systems and best practices.
Fraud Analyst
TSYS
05.2019 - 04.2020
- - Managed inbound calls from cardholders regarding suspicious activity, verifying account information and resolving concerns.
- - Processed 25+ calls per hour with accuracy while maintaining calm under pressure.
- - Collaborated with merchants and internal teams to investigate fraudulent transactions.
Education
High School Diploma -
Kendrick High School
Columbus, GA05.2007
Skills
- Inbound & Outbound Call Handling
- Customer Service & Support
- Conflict Resolution & Mediation
- Debt Collections & Payment Processing
- Fraud & Risk Analysis
- Account Management
- Microsoft Office & Data Entry
- Training & Team Leadership
- Medical & Pharmacy Systems
- Performance Metrics Achievement
Timeline
Pharmacy Care Representative
CarelonRx Pharmacy
12.2023 - 07.2025
Collections Agent
First Credit Services
04.2020 - 05.2023
Fraud Analyst
TSYS
05.2019 - 04.2020
Shift Lead Manager
Taco Bell
07.2013 - 07.2024
High School Diploma -
Kendrick High School