Teresa Castro
Avondale
Summary
Sales & Customer Service Representative with 15 plus years of experience offering personalized & courteous service both in office and call centers
Overview
17
17
years of professional experience
Work History
Contact Center Specialist
Maricopa County Human Services Department
05.2024 - Current
- Respond to telephone and email inquiries about the programs and services offered through the Maricopa County Human Services Department, community resources, and external services
- Provide exceptional customer service in a high-volume call center environment
- Provide client navigation to additional programs and services as the client identifies needs during interactions
- Stay current with programs and services to ensure the accuracy of information and services provided to clients
- Monitor work queues, perform data entry, gather client feedback, and provide suggestions for process improvement
- Enter requests and applications into multiple databases, as appropriate by program/service
- Use Evidence-Based coaching methods and tools during client interactions
- Elevate issues to appropriate resources per established procedures and ensure follow-up to resolution.
Lead Office Assistant
RC Trucking
10.2023 - Current
- Completed clerical tasks such as filing, copying, and distributing mail.
- Maintained and updated office records, both digital and physical.
- Assist with brokering loads
- Input data into spreadsheets and databases.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Monitored and tracked budgets and expenses.
Driver Recruiter
Swift Transportation
07.2015 - 10.2023
- Conducted phone interviews
- Read, review, and understand both MVRs and DAC Reports
- Ensure driver files are accurate, complete and processed
- Verify drivers' have 3-5 years professional driving history and 3 years clear Drug and Alcohol history
- Work with outside schools to attain current students to drive for Swift
- Work all New and reapply leads and review/respond to any emails, voicemails
Driver Recruiter Processor
Swift Transportation
09.2010 - 07.2015
- Ensure driver files are accurate, complete and processed
- Establishes driver qualification files
- Communicate regularly with driver applicants, driver recruiter's, safety compliance assistants and truck driving school representatives regarding current issues of importance
- Audit files to ensure driver files are in compliance with DOT and Swift guidelines, ensure correction files are submitted. Schedule newly hired drivers for orientationand order bus tickets as necessary
Office Manager/Insurance Sales Representative
Elia Group LLC
01.2008 - 08.2010
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Sold auto, home, life, and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Generated sales by recommending policies and add-ons
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
Education
Associate of Science - Organizational Management
Maricopa Community Colleges, Estrella Mountain Community College
Avondale, AZHigh School Diploma -
WestView High School
Avondale, AZ05-2000
Skills
- Proficient with Lotus Notes
- AS400
- Tenstreet
- Tracorp
- Driver Pulse
- Purecloud
- Microsoft office programs
- Bilingual (Spanish/English)
- Dynamics
- Workday
Timeline
Contact Center Specialist
Maricopa County Human Services Department
05.2024 - Current
Lead Office Assistant
RC Trucking
10.2023 - Current
Driver Recruiter
Swift Transportation
07.2015 - 10.2023
Driver Recruiter Processor
Swift Transportation
09.2010 - 07.2015
Office Manager/Insurance Sales Representative
Elia Group LLC
01.2008 - 08.2010
Associate of Science - Organizational Management
Maricopa Community Colleges, Estrella Mountain Community College
High School Diploma -
WestView High School
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