Summary
Overview
Work History
Education
Skills
Timeline
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Teresa White

Mesa,AZ

Summary

Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed, and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.

Overview

2
2
years of professional experience

Work History

Transportation Specialist

Insight Global
03.2023 - 09.2023
  • Enhanced transportation efficiency by optimizing route planning and scheduling.
  • Worked with service providers to resolve issues and correct delays.
  • Identified appropriate travel routes in accordance with applicable traffic and bulk cargo transportation laws, regulations, protocols, and guidelines.
  • Watched weather and safety conditions to adapt routes and maintain standards.
  • Answered passenger questions and provided information about schedules, routes, ticket payment options and vehicle and company regulations.

Quality Assurance Analyst

Iqor Holdings US
11.2022 - 03.2023
  • Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents.
  • Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
  • Collaborated with management to develop targeted coaching plans, resulting in higher agent performance levels.
  • Facilitated regular calibration meetings with supervisors, aligning evaluation standards for consistent results throughout the team.
  • Promoted open communication between quality analysts and agents, fostering an environment conducive to growth and learning.

Team Lead

Iqor Holdings US
02.2022 - 11.2022
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Held weekly team meetings to inform team members on company news and updates.
  • Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.
  • Promoted a culture of continuous learning within the team by sharing resources on industry updates and best practices.

Call Center Representative

Iqor Holdings US
09.2021 - 02.2022
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

Education

Associate of Applied Science - Business Administration And Management

DeVry University
Villa Park, IL
07.2025

Skills

  • Customer Relationship Management
  • Payment Processing
  • Product Upselling
  • Customer Service

Timeline

Transportation Specialist

Insight Global
03.2023 - 09.2023

Quality Assurance Analyst

Iqor Holdings US
11.2022 - 03.2023

Team Lead

Iqor Holdings US
02.2022 - 11.2022

Call Center Representative

Iqor Holdings US
09.2021 - 02.2022

Associate of Applied Science - Business Administration And Management

DeVry University

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