Teressa Harrell
Austin,TX
Summary
Experienced customer service professional with strengths in problem resolution, payment processing, appointment scheduling, and CRM systems. Known for calm, accurate support in fast-paced office and client-facing settings.
Overview
28
28
years of professional experience
Work History
Customer Service Professional
H&R Block Tax Svc
Austin, Texas
02.2026 - 04.2026
- Managed client reception at H&R Block tax service office with consistent professionalism.
- Provided fast, friendly, and knowledgeable service for routine questions and resolved service complaints.
- Responded to incoming calls and provided clear explanations of available tax office services.
- Coordinated client scheduling through office calendar and booking system.
- Supported tax professionals with front desk and office tasks.
- Processed payments and prepared receipts for client transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Reviewed customer account information to identify issues and proposed effective solutions.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders, and pricing needs.
BRC Legal Advisor
Teleperformance USA
Austin, Texas
01.2021 - 10.2025
- Provided Case Management for Legal and Small Claims disputes
- Collected Buyer Agreements and vehicle repair history from dealerships, attorneys, and clients to support dispute resolution.
- Drafted counteroffers and revised contract language for review and approval.
- Communicated with clients and vendors to resolve disputes and clarify terms.
- Maintained organized negotiation records, correspondence, and agreement files to ensure easy access and compliance.
- Prepared for hearings by reviewing laws and regulations.
- Readied settlement paperwork for signature.
- Coordinated final repair attempts with Field Service Engineers to facilitate timely vehicle repairs.
- Coordinated with vehicle trades and Repurchases with Service Managers
Technical Support Representative
Alorica
Austin, Texas
02.2017 - 12.2020
- Resolved customer technical issues through phone, chat, and email support at Alorica.
- Provided technical assistance to customers through phone, email and chat support.
- Guided callers through device setup, password resets, and basic troubleshooting steps.
- Troubleshot customer inquiries related to software and hardware issues.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Clarified product functions, features, and service policies to assist frustrated customers in resolving issues.
- Documented service requests and case notes in Alorica support systems.
- Verified customer identity before accessing account details and support records.
- Tracked and organized ticket queues to ensure timely responses to customer inquiries. and prioritized incoming support requests for Alorica clients.
- Followed troubleshooting scripts and knowledge base articles during live customer calls.
- Built and maintained strong customer relationships to enhance service quality and satisfaction.
- Used remote login tools to assist clients with technical and product questions.
- Conducted remote diagnostics to identify and solve technical problems.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Identified potential areas for improvement in existing products or services.
Cashier
Randalls
Austin, Texas
03.2017 - 10.2020
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Handled cash, card, and coupon payments
- Processed checkout transactions at Randalls front-end registers
- Scanned groceries and verified prices for accuracy
- Issued receipts, refunds, credits or change due to customers.
- Addressed customer payment challenges and corrected transaction errors
- Maintained clean, organized checkout lanes at Randalls
- Assisted shoppers in locating products and resolving register inquiries.
- Greeted customers and addressed questions about store products and services.
- Provided high-quality customer service through active listening and engagement.
- Supported front-end coworkers during busy store periods
- Provided training to new team members in cash register operation, stock procedures, and customer services.
Cashier/Cashier Floor Supervisor
Walmart
Austin, Texas
07.2009 - 02.2017
- Processed customer transactions using Walmart POS systems.
- Scanned merchandise and verified prices at Walmart checkout lanes.
- Accepted cash, card, and digital payments following Walmart procedures.
- Bagged purchased items for customer convenience at checkout.
- Resolved price discrepancies and directed customers to store departments.
- Followed cash-handling procedures and balanced the register drawer at shift end.
- Checked identification for age-restricted purchases under Walmart policy.
- Provided accurate change.
- Helped customers find specific products, answered questions.
- Maintained cleanliness of checkout area including countertops, registers and floors.
- Issued receipts, refunds, credits or change due to customers.
- Trained new team members on cash register operation and customer service protocols to maintain high operational standards.
- Learned roles of various departments to enhance store operations. of other departments to provide coverage and keep store operational.
- Followed company security procedures for handling large sums of money.
- Conducted price checks for special orders or discounts as requested by customers.
- Organized promotional displays or arranged merchandise on counters or tables to promote sales.
- Processed returns and exchanges of merchandise.
- Verified customers were of legal age to purchase alcohol or tobacco products.
- Maintained clean and orderly checkout areas by sanitizing register belts.
- Supervised front-end cashiers and self-checkout associates.
- Coordinated break schedules and shift handoffs for front-end cashier teams.
- Verified identification for check cashing and money transfer services.
- Processed cash transactions at a store money center for retail customers.
- Issued money orders and bill payment receipts.
- Followed company policies for fraud prevention.
- Assisted customers with MoneyGram requests.
- Assisted customers with check cashing, bill payment, and money orders.
- Performed daily balancing of cash drawer and money center operations.
Document Control Analyst
Maximus
Austin, Texas
05.1998 - 04.2016
- Maintained accurate records of all procurement activities in accordance with company policies.
- Worked with management to prioritize supply chain needs and implement new initiatives.
- Evaluated supplier performance to identify areas of improvement.
- Collaborated on procurement master data initiatives to improve processes.
- Managed supplier relationships by conducting regular meetings to discuss opportunities for improvement.
- Managed internal procurement database for updates and content changes.
- Prepared detailed reports on invoices and other related documents.
- Supervised customer service team.
- Trained agents on call handling, policies, and service standards.
- Monitored service queues and assigned daily work priorities.
- Reviewed agent performance and coached service improvement.
- Maintained customer records in company service systems.
- Answered phone calls and responded to questions and concerns.
- Resolved escalated customer disputes in a timely manner.
- Supervised customer service staff to ensure excellent customer service.
- Evaluated employee job performance and motivated staff to improve productivity.
- Monitored customer service performance metrics.
- Provided guidance and support to customer service representatives, including coaching and mentoring.
- Collaborated closely with upper management on projects involving new initiatives or improvements.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Conducted regular team meetings with staff to discuss issues or changes in policies and procedures.
- Communicated regularly with other departments regarding any changes in policy or procedure.
- Performed quality assurance audits by reviewing recordings of phone conversations between customers and agents.
- Interviewed, hired and trained staff to meet company objectives.
- Coordinated member enrollment support for healthcare program operations.
- Explained plan options and enrollment steps to callers.
- Updated case records in enrollment tracking systems.
Education
GED -
McLennan Community College
Waco, TX08-1988
Skills
- Customer service
- Customer issue resolution
- Appointment scheduling
- Payment processing
- Sales transactions
- CRM systems
- Ticket management
- Service troubleshooting
- Regulatory compliance
- Customer feedback analysis
- Detail orientation
- Problem resolution
- Data entry
- Microsoft Excel
- Time management
- Communication skills
- Active listening
- Office equipment proficiency
- Office equipment proficiency
Work Preference
Work Type
Full TimeTimeline
Customer Service Professional
H&R Block Tax Svc
02.2026 - 04.2026
BRC Legal Advisor
Teleperformance USA
01.2021 - 10.2025
Cashier
Randalls
03.2017 - 10.2020
Technical Support Representative
Alorica
02.2017 - 12.2020
Cashier/Cashier Floor Supervisor
Walmart
07.2009 - 02.2017
Document Control Analyst
Maximus
05.1998 - 04.2016
GED -
McLennan Community College