Monique Gaither
Traffic Control Flagger
Talent
Mount HollyMember since July 15, 2026
Call center operationsTeam coachingAdministrationEscalation managementTraffic controlComplianceService Level Agreements (SLAs)Quality assuranceDOT safety procedures
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Call center operationsTeam coachingAdministrationEscalation managementTraffic control
About
Customer service leader with 10+ years of experience in call center operations, team coaching, administration, escalation management, and traffic control. Track record of improving service quality, maintaining safety, supporting teams, and ensuring compliance.
Experience
Traffic Control Flagger at King Asphalt, Inc. (2024-01 – Present)
- Directed traffic safely through construction and maintenance work zones.
- Set up, maintained, and removed traffic control devices, including signs, cones, drums, and barricades.
- Communicated with flaggers and supervisors using two-way radios.
- Assisted with lane closures and traffic pattern changes.
- Performed daily inspections of traffic control setups to ensure compliance with safety standards.
- Protected workers, pedestrians, and motorists by following company and DOT safety procedures.
- Worked efficiently in various weather conditions while maintaining a strong focus on safety.
Team Lead at iQor Holdings (2024-03 – Present)
- Lead daily huddles, performance reviews, and coaching to improve quality and productivity.
- Handle escalated complaints and complex issues while maintaining high customer satisfaction.
- Analyze call metrics to identify trends and reduce Average Handle Time (AHT).
- Monitor queues and staffing to meet Service Level Agreements (SLAs).
- Ensure policy adherence and strong quality assurance performance.
Traffic Control at Kudzu Staffing (2019-01 – 2024-12)
- Performed traffic control duties on roadway and construction projects.
- Assisted with work zone setup and removal, including signs, cones, and barricades.
- Directed traffic safely while protecting workers and the traveling public.
- Followed DOT and company safety procedures while working in changing field conditions.
Customer Service Representative at Pennsylvania Power & Light (iQor) (2019-01 – 2019-08)
- Educated customers on billing programs and resolved 300+ billing inquiries.
Senior Administrative Coordinator at Tender Mercies Nursing Services (2009-08 – 2019-01)
- Managed employee records, scheduling, compliance, and reporting.
Guest Service Representative at Embassy Suites Hotel (2004-05 – 2009-08)
- Provided guest services, reservations, and issue resolution.
Skills
Traffic Control Flagger
