Terina Wallace
Pflugerville,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
Work History
Teacher
Cadence Academy Preschool
03.2023 - Current
- Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
- Incorporated multiple types of teaching strategies into classroom.
- Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
- Supported student physical, mental, and social development using classroom games and activities.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Incorporated exciting and engaging activities to achieve student participation and hands-on learning.
- Participated in parent teacher conference to discuss developments of students and increase support.
- Advised and counseled students to help them develop skills and knowledge required to succeed.
- Planned and implemented integrated lessons to meet national standards.
- Supported student teachers by mentoring on classroom management, lesson planning, and activity organization.
IT/Retention Specialist
Charter Spectrum
12.2020 - 06.2022
- Utilized knowledge of customer experience to create specialized plans for customer retention
- Answered constant flow of customer calls with minimal wait times
- Recommended products to customers, thoroughly explaining details
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
Logistics Administrator
Pinnacle Logistics
11.2019 - 11.2020
- Oversaw scheduling for day-to-day activities of transportation as well as warehouse employees and contractors.
- Directed shipping and receiving of wide range of products daily
- Aircraft tracking: tracking delays, late departures, late arrivals, and aircraft mechanical issues
- Employee temperature checks prior to starting shift.
Administrative Assistant-Contacted
University Of Texas School Of Public Health
08.2019 - 10.2019
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Executed record filing system to improve document organization and management
- Scheduled office meetings and client appointments for staff teams
- Sorted and distributed office mail and recorded incoming shipments for corporate records
- Monitored supervisor's work calendar and scheduled appointments, meetings and travel
- Processed invoices and expenses using QuickBooks to facilitate on-time payment.
Customer Service Representative
Arkansas Blue Cross Blue Shield
02.2017 - 07.2019
- The Customer Service Representative (CSR) ensures final resolution of each customer inquiry in a timely and courteous manner while documenting detailed information relevant to the contact
- Resolution may require system research and/or contacting experts in other areas of the company
- Although some encounters may require multiple interactions the CSR strives for the company goal of “first time resolution” whenever possible
- Interacts directly with customers which may include members groups and providers to resolve issues related to the products and services and health insurance plans offered by ABCBS and its family of companies and completes interactions based on company standards and directives as well as within state and federal guidelines such as the privacy rules enumerated in HIPAA guidelines
Customer Service Representative
FIS Global
07.2015 - 01.2017
- Provide dedicated banking customer service via phone and virtual chat solutions
- Serve as a primary contact for inbound customer issues
- Update customer information and ensure accurate entry of contact information
- Troubleshoot customer problems, and identifying root cause of problems
- Track and document inbound support requests
- Works under close to general supervision with little latitude for independent judgment
Overnight Inventory Associate
Walmart
04.2013 - 01.2015
- Removed all boxes and related trash from sales floor and processed through compactors
- Assisted customers by finding items quickly to boost store satisfaction rates
- Used dollies and pallet jacks to unload and organize merchandise from delivery trucks
- Inspected floor displays, noted missing items and immediately replenished merchandise.
Education
Dental Assistant - Dentist Assisting
CHCP
6330. E Hwy 290 Ste 180 Austin,Tx.78723High School Diploma -
Hall High School
Little Rock, ARNone - Business Administration And Management
Arkansas Baptist College
Little Rock, ARSkills
- De-escalation Techniques
- Efficient and Detail-Oriented
- Data Entry and Maintenance
- Customer Retention Strategies
- Multitasking and Prioritization
- Courteous with Strong Service Mindset
- Call Volume and Quality Metrics
- Time Management
- Team-Oriented and Cooperative
- Microsoft Office Suite
- LiveChat Messaging
- Multi-Line Phone Systems
- Motivating Students
- Academic Material Selection
- Active Participation in Groups or Events
- Effective Listening
- Teaching
- Positive Atmosphere Promotion
- Organizational Development Knowledge
- Public Relations
- Counseling
- Positive Learning Environment
- Parent Relations
- Update Records
- Research
- Performance Assessment
- Student Rapport-Building
- Fundraising
- Diversity and Inclusion
- Differentiated Instruction
- Classroom Management
Timeline
Teacher
Cadence Academy Preschool
03.2023 - Current
IT/Retention Specialist
Charter Spectrum
12.2020 - 06.2022
Logistics Administrator
Pinnacle Logistics
11.2019 - 11.2020
Administrative Assistant-Contacted
University Of Texas School Of Public Health
08.2019 - 10.2019
Customer Service Representative
Arkansas Blue Cross Blue Shield
02.2017 - 07.2019
Customer Service Representative
FIS Global
07.2015 - 01.2017
Overnight Inventory Associate
Walmart
04.2013 - 01.2015
Dental Assistant - Dentist Assisting
CHCP
High School Diploma -
Hall High School
None - Business Administration And Management
Arkansas Baptist College
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