Terrell Porter
Houston,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Patient Service Representative
Conifer Healthcare Solutions
Remote
05.2024 - 05.2026
- Provided exceptional customer service to patients, addressing inquiries and resolving issues efficiently.
- Utilized electronic health record systems for accurate patient data management and appointment scheduling.
- Coordinated with healthcare providers to ensure timely communication of patient information and updates.
- Assisted in insurance verification processes, enhancing accuracy in billing and claims submission.
Customer Service Representative
HS Financial Group
Remote
01.2022 - 04.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Delivered exceptional customer service during inbound calls from borrowers seeking assistance with account questions or concerns.
- Assisted borrowers experiencing financial hardship by identifying appropriate deferment or forbearance options to prevent delinquency or default.
Customer Service Representative ( Front Desk)
Embassy Suites by Hilton
10.2018 - 12.2019
- Greet guests immediately with a friendly, sincere welcome
- Maintain eye contact with guest
- Use a positive, clear speaking voice, listen to guest requests and respond with appropriate action
- Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible, and ensure that staff does the same
- Maintain and provide accurate information on and promote hotel facilities
- Maintain cash bank per accounting guidelines
- Maintain effective communication within Front Office and related departments, and with all hotel departments
- Stay aware of issues relating to front office and general hotel operations
- Attend meetings as scheduled
- Apprise management of any concerns or suggestions
- Adhere to safety, security and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards
- Adhere to security procedures on the handling of guest room keys, the protection of guest related information and conduct weekly inventory of guest room keys
- Understand and operate front office telephone, computer systems, and equipment such as ten key adding machine, facsimile machines, etc
- Promptly complete registration process, input and retrieve information from computer, confirm pertinent information including number of guests, method of payment and length of stay, select guest room based upon guest needs/request, nonverbal confirmation of room number and rate, provide key folder containing guest room key (and club key if applicable), certificate and coupons as appropriate
- Close out guest accounts at time of check out
- Properly file and retrieve registration cards.
Customer Service Representative (Verizon Wireless)
Conduent
09.2017 - 10.2018
- Receive, verify and key into our software various document types from shareholders, custodians, broker-dealers and reps (subscription, transfer of ownership, address, broker, and distribution change documents) ensuring compliance with the document requirements lists which are established by the SEC, the clients and our business
- Proof reading, accuracy, ability to analyze, and ask questions are a must
- Utilize your excellent verbal and written communication skills daily with team members, customers, shareholders, broker-dealers, reps and the client
- Prepare and mail welcome letters or other documents as needed
- Scan documents into the in-house software system, make copies, send fax transmissions, and maintain document filing system.
Team lead
Chick fil a
01.2015 - 09.2017
- Participating operationally in day to day activities in high-volume fast-paced restaurant
- Offer the Team encouragement to stay true to 2nd Mile Service goals
- Offer immediate/respectful response to Guest's needs
- Assist in training of new hires, set the tone for a shift, act as a role model for our team
- Be a friendly encouraging team player
- Open and/or close, lead shifts, key holder
- Count Drawers and Finalizing Day
- Excellent Communication Skills both written and spoken.
Education
Houston Community College
Houston, TX12.2023
High School Diploma -
Garner Magnet High School
Garner, NC06.2018
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Building rapport
- Eligibility guidelines
- Loan Processing
- Verification processes
- Payment plans
- Microsoft Office
- Data Entry
- Goal-Oriented
- Call center experience
Additional Information
Good Customer Service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.
Timeline
Patient Service Representative
Conifer Healthcare Solutions
05.2024 - 05.2026
Customer Service Representative
HS Financial Group
01.2022 - 04.2024
Customer Service Representative ( Front Desk)
Embassy Suites by Hilton
10.2018 - 12.2019
Customer Service Representative (Verizon Wireless)
Conduent
09.2017 - 10.2018
Team lead
Chick fil a
01.2015 - 09.2017
High School Diploma -
Garner Magnet High School
Houston Community College