Summary
Overview
Work History
Education
Skills
Timeline
Generic

Teresa Anderson

Seattle

Summary

Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. With Close to ten years of experience in workforce assessment. Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets and produces forecasts. Reliable Intern studying bookkeeping seeks an internship opportunity to expand skills and gain valuable real-world experience.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

29
29
years of professional experience

Work History

Customer Service Representative

PNC Bank
Seattle, WA
10.2023 - 02.2025
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Managed high-volume calls while maintaining composure and professionalism.
  • Trained new team members on customer service protocols and best practices.
  • Streamlined complaint resolution processes to enhance customer satisfaction levels.

Workforce Real Time Analyst

Princess Cruise Lines Ltd.
Seattle, WA
12.2011 - 05.2020
  • Set and adjusted schedules to maintain optimal coverage and service levels.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Created current job descriptions to underpin consistent, market-based systems.
  • Created training materials for new employees to provide information about attendance guidelines.
  • Produced and updated documents, reports and tracking spreadsheets using ASPECT, Word, Excel and Enterprise E-time.
  • Prepared and maintained reports, dashboards and monthly packages.
  • Managed overtime, shift swaps, breaks and time off requests.

Customer Service Agent

Princess Cruise Lines Ltd.
Seattle, WA
01.1996 - 12.2011
  • Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Provided primary customer support to internal and external customers.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Education

No Degree - Accounting Technology And Bookkeeping

North Seattle Community College
Seattle, WA
05-2026

Skills

  • Staffing requirements
  • Resolving issues
  • Data Collection & Research
  • Managing schedules
  • MS Office
  • Data Entry
  • Service standard compliance
  • Professional telephone demeanor
  • Word
  • Excel

Timeline

Customer Service Representative

PNC Bank
10.2023 - 02.2025

Workforce Real Time Analyst

Princess Cruise Lines Ltd.
12.2011 - 05.2020

Customer Service Agent

Princess Cruise Lines Ltd.
01.1996 - 12.2011

No Degree - Accounting Technology And Bookkeeping

North Seattle Community College