Teresa Braxton

Dallas Area Rapid Transit (DART), Dallas, TX | Nov 2017 – Present

• Manage high-volume inbound calls assisting customers with route planning, service updates, and general inquiries.
• Support customers with disabilities by transferring to paratransit mobility department.
• Provide customers support with complaints regarding service delays; escalate complex cases when needed.
• Provide referrals to community organizations based on customer needs.

Virgin America, Dallas, TX | Jul 2017 – Nov 2017

• Handled airline reservations, booking, and itinerary changes.
• Delivered accurate information regarding flights, baggage policies, cancellations, and travel disruptions.
• Assisted in rebooking during delays and cancellations to ensure smooth travel experiences.

UnitedHealthcare, Dallas, TX | Jun 2016 – Jul 2017

• Educated members on healthcare benefits and plan renewals via outbound and inbound calls.
• Retained enrollments by addressing concerns and comparing coverage options.
• Maintained accurate records in compliance with HIPAA guidelines.
• Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.

• Trained new team members by relaying information on company procedures and safety requirements.
• Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
• Supervised and coached a team of customer service agents, improving service quality and performance to complete the job .
• Conducted training and performance evaluations to enhance team productivity.