Mateo Torres
Phoenix
Summary
Versatile customer service professional with experience across call centers, security operations, and client support. Proven ability to manage complex inquiries, ensure policy compliance, and foster positive relationships while maintaining data integrity. Seeking to apply a customer-centric approach in a new opportunity.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Call Center Representative
Vanguard
Scottsdale
03.2026 - Current
- Assisted customers with inquiries about financial products and services.
- Maintained high levels of professionalism while interacting with customers via phone
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Security Officer
Allied Universal
01.2025 - 03.2026
- Provided professional customer-facing support, monitored CCTV systems, enforced policies, and documented incidents with strong attention to detail.
Rideshare Driver
Uber
03.2024 - 11.2025
- Delivered consistent customer service, resolved rider concerns, and maintained professionalism in fast-paced environments.
- Navigated city routes efficiently and safely to pick up passengers.
- Adapted to changing traffic conditions and rerouted as necessary for timely arrivals.
Direct Care Staff
Behavioral Health Network
03.2020 - 02.2024
- Supported clients through active listening, de-escalation, documentation, and adherence to strict procedures.
Call Center Representative
Integral Resources Inc
01.2017 - 01.2018
- Managed high-volume outbound calls, processed secure credit card donations, followed scripts and compliance procedures, and maintained accurate data entry while building positive client relationships.
Education
Human Services Certificate - Social Sciences
Holyoke Community College
Holyoke, MA05-2020
Skills
- Call Center Support
- Customer Service
- Inbound and Outbound Calls
- Payment Processing
- Financial Transaction Handling
- Fraud Awareness
- Policy Compliance
- Data Entry and Documentation
- Documentation and reporting
- CRM navigation
- Technical support
- Technical troubleshooting
- Incident documentation
- Database research
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Appointment scheduling
- Active listening
- Problem Solving
- Conflict Resolution
- Team collaboration
- Phone Etiquette
- Client Relationship Building
- Confidentiality and Security Awareness
- Analytical
- Data entry
- Conflict resolution
Certification
- Guard Card
- Fingerprint Clearance Card
- CPR / First Aid / AED Certification
- Medication Administration Certification
Timeline
Call Center Representative
Vanguard
03.2026 - Current
Security Officer
Allied Universal
01.2025 - 03.2026
Rideshare Driver
Uber
03.2024 - 11.2025
Direct Care Staff
Behavioral Health Network
03.2020 - 02.2024
Call Center Representative
Integral Resources Inc
01.2017 - 01.2018
Human Services Certificate - Social Sciences
Holyoke Community College