Terrella Payton-Bishop
Glendale,AZ
Summary
Information Technology Management, 5 years as a customer service representative, 3 years Marketing: Adept with general office operations, including electronic correspondence, filing, typing reports and distributing mail. Fraud investigations. Proficient communication written and oral. Proficient with widely used business operations, procedures, and equipment. RFID, inventory analysis and forecasting, quality control and auditing, and loss prevention, 10-key. Federal clearance and fingerprint cleared. Heavy phone and customer contact. Results-driven leader with positive attitude and passion for providing high-quality advice and guidance to clients. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
28
28
years of professional experience
Work History
Customer Service Representative CSR Social Services
State of Arizona Department of Economic Security
2017.10 - Current
- Performed senior level or leading customer service activities
- Troubleshooting state and federal regulatory requirements for participants
- Process eligibility and financial award amount and types
- Reporting fraud and documentation.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Senior Remote Assistance Advisor
Cruise Autonomous Vehicles
2021.11 - 2024.01
- Responsibilities included but were not limited: Troubleshoot technical issues faced by autonomous vehicles and passengers
- Maintain helpful and calm composure in simple or demanding situations alike, while always providing first-rate customer support
- Recognize patterns and properly categorize support issues
- Aid agency’s fleet of driverless vehicles in navigating their surroundings
- Write up details of scenarios requiring additional support engineering team
- Quickly exercise a high degree of good judgment and independence
- React quickly and be able to manage situations which may not have been specifically trained to address
- Complete ad hoc projects as needed
- I was also recognized and awarded for %one hundred safety and training standards monthly by upper management
Customer Service Representative
State of Arizona Department of Adult Protective Services-DBME
2020.12 - 2021.04
- Engaged in discussions with clients and concerned citizens about vulnerable adults at risk
- Focusing on de-escalation and resolution
- Intake and resolve reported calls in excess of 75+ calls per day while populating detailed documentation using 9 different required databases within the State of Arizona’s resource network
- Responded quickly to a crisis involving vulnerable adults in an abusive/neglectful situation
- Interacted objectively with people who had abused adults in their care
- Educated clients to change behavior that led to abuse, neglect, or exploitation
- Spent a significant time documenting casework activity
- Appropriately dealt with verbal abuse from clients who may not have understood or accepted the purpose of APS
- Worked under constant time pressure created by the nature and volume of the cases, prioritized tasks, and flexible work hours
- Maintained a balance of objectivity and empathy while dealing with families living in stressful or crisis situations
- Working as part of a team, supporting other caseworkers as well as following the directions of the courts and agency.
Property Manager
Arizona Upgraders
2013.02 - 2019.07
- Inspections, Customer Service, Maintenance invoices
- Leasing, creation of actionable notices
- Receipt of property income and payroll.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
Client Intake & Office Assistant II
State of California Worker's Compensation
2010.04 - 2012.09
- Correspondence, petitions, creates judge’s briefs, motions, depositions, and various legal notices
- Daily contact with citizens in court proceedings and filings
- Data entry, scheduling, and registrations.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Expedited document processing with accurate data entry and timely filing.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Acted as a liaison between departments to facilitate the flow of information leading to improved interdepartmental collaboration.
- Input data into spreadsheets and databases.
- Monitored security to help maintain equipment, data and information safety.
Automation Clerk
United States Postal Service
1996.06 - 2012.09
- Sorting and distribution of incoming mail
- Sort odd-sized mail by hand
- Check items to ensure that addresses were legible and correct, and sufficient postage had been paid or appropriate documentation had been attached
- Bundle, label, and route sorted mail to designated areas, destinations and according to established procedures and deadlines
- Trained new workers in Governmental requirements to process mail and loss prevention.
- Conducted regular audits of automated processes to identify areas for improvement, optimizing system performance.
- Served as cashier trainer for high volume station and loss prevention trainer.
Education
Associate of Applied Science - Business Administration And Management
University of Phoenix
Tempe, AZ06.2025
Skills
- Strategic Planning
- Training and mentoring
- Compliance requirements
- Teamwork and Collaboration
- Excellent Communication
- Time Management
- Organizational Skills
- Critical Thinking
- Attention to Detail
- Multitasking
- Problem-Solving
- Task Prioritization
- Professionalism
- Team building
- Adaptability and Flexibility
- Records Maintenance
Timeline
Senior Remote Assistance Advisor
Cruise Autonomous Vehicles
2021.11 - 2024.01
Customer Service Representative
State of Arizona Department of Adult Protective Services-DBME
2020.12 - 2021.04
Customer Service Representative CSR Social Services
State of Arizona Department of Economic Security
2017.10 - Current
Property Manager
Arizona Upgraders
2013.02 - 2019.07
Client Intake & Office Assistant II
State of California Worker's Compensation
2010.04 - 2012.09
Automation Clerk
United States Postal Service
1996.06 - 2012.09
Associate of Applied Science - Business Administration And Management
University of Phoenix
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