Terri Wright
Houston,TX
Summary
Experienced with troubleshooting technical issues to provide effective resolutions. Utilizes strong customer service skills to ensure client satisfaction and loyalty. Knowledge of various software and hardware systems to efficiently diagnose and solve problems.
Overview
13
13
years of professional experience
Work History
Technical Support Representative
ADT Security
12.2023 - Current
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Customer Service Representative
Teletech UnitedHealth Care
11.2022 - 12.2023
- Assist members with refilling of prescriptions as well as explanation of health insurance and concerns.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Assistant Store Manager
It’s Fashion
08.2019 - 11.2022
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
Customer Service Representative
Alorica Calling Center
08.2017 - 07.2019
- Handle customer account calls on behalf of their residential gas service
- Start, stopped and issue service orders
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Sought ways to improve processes and services provided.
- Created and maintained detailed database to develop promotional sales.
Assistant Manager
Ashley Furniture Homestore (RAC)
03.2012 - 10.2017
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Increased sales through effective merchandising strategies and targeted promotions.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Education
Diploma - Basics
Dallas County High
05.2010
Skills
- Account updating
- Complaint resolution
- Microsoft Office Suite
- Paperwork Processing
- Data Collection
- Consultative Sales
- Report Generation
- Data Entry
- Scheduling
- Active Listening
- Microsoft PowerPoint
- Problem-solving abilities
- Report Preparation
- Call center experience
- Account Management
- Payment Processing
- Call Center Operations
- Quality Control
- Documentation
- Technical troubleshooting
- Technical support
Timeline
Technical Support Representative
ADT Security
12.2023 - Current
Customer Service Representative
Teletech UnitedHealth Care
11.2022 - 12.2023
Assistant Store Manager
It’s Fashion
08.2019 - 11.2022
Customer Service Representative
Alorica Calling Center
08.2017 - 07.2019
Assistant Manager
Ashley Furniture Homestore (RAC)
03.2012 - 10.2017
Diploma - Basics
Dallas County High
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