Teresa Cortez
San Antonio
Summary
Customer Support Specialist with 7+ years across fintech, benefits administration, and enterprise tech. Calm communicator who resolves complex issues quickly and drives satisfaction in high-volume environments.
Overview
9
9
years of professional experience
Work History
Flex Driver
Amazon
San Antonio
11.2025 - Current
- Delivered packages efficiently to designated locations within assigned routes.
- Followed safety protocols to ensure secure package handling and delivery.
- Operated delivery vehicles in compliance with traffic regulations and company policies.
- Maintained vehicle cleanliness and performed routine inspections for safety compliance.
- Kept accurate records of trips, including mileage, fuel costs, repair expenses.
- Ensured that all cargo was securely loaded and unloaded safely.
- Checked for accuracy of customer orders prior to delivery.
- Secured merchandise, avoiding damage during transportation.
Client Service Representative II
Fiserv
San Antonio
02.2024 - 11.2025
- Provide front-line customer support for card and payment solutions; resolve account and transaction inquiries via phone, chat, and email.
- Research and troubleshoot issues using CRM and internal tooling; document cases and escalate when necessary to meet SLAs.
- Educate customers on features, best practices, and next steps to reduce repeat contacts and improve first-call resolution.
- Consistently meet or exceed quality and productivity metrics in a high-volume environment.
Customer Care Representative
Alight (Benefits) / Activist Connect
San Antonio
09.2023 - 02.2024
- Assisted members with benefits, claims, and eligibility; explained plan details and resolved issues.
- Processed updates accurately while maintaining data security standards.
- Collaborated cross-functionally to resolve complex cases and ensure timely follow-through.
- Demonstrated empathy towards all clients regardless of their circumstances.
Technical Support Engineer II / Team Lead
Dell Technologies
Richardson
05.2017 - 05.2023
- Resolved complex B2B technical issues (VMware, Linux/Windows, networking).
- Created training materials; onboarded and mentored new hires; led live sessions.
- Monitored queues to protect SLA/SLO performance; partnered with engineering and QA.
- Promoted to Team Lead (Dec 2020); led interviews and process improvements.
Education
Software Engineer Bootcamp -
TripleTen Academy
Newburyport, MAHigh School Diploma -
Casa Grande Union High School
Casa Grande, AZSkills
- Customer Relations & Retention
- Technical Troubleshooting
- CRM: Salesforce, Oracle
- Communication & Conflict Resolution
- Workflow Optimization
- Multitasking & Time Management
- Data Entry & Accuracy
- Team Leadership & Mentorship
- Knowledge Base Documentation
- Escalation Management
- Route optimization
- Safety compliance
Microsoft Suite
Empathy
Time Management
Self Motivated
9 years WFH Experience
References
- Claudia Cardenas, Supervisor, Dell Technologies, 5, 469-859-7070, Koolkarma2@icloud.com
- Lillian Nguyen, Owner, Lillian Ltd., 713-924-7370, info@lillianlimited.com
Timeline
Flex Driver
Amazon
11.2025 - Current
Client Service Representative II
Fiserv
02.2024 - 11.2025
Customer Care Representative
Alight (Benefits) / Activist Connect
09.2023 - 02.2024
Technical Support Engineer II / Team Lead
Dell Technologies
05.2017 - 05.2023
Software Engineer Bootcamp -
TripleTen Academy
High School Diploma -
Casa Grande Union High School