Customer service professional with extensive experience at Alorica, specializing in complex issue resolution and first-call resolution. Proficient in Salesforce CRM and de-escalation techniques, consistently delivering high-quality support in fast-paced environments while ensuring HIPAA compliance.
Open To Work
Hi, I’m
Terri Brown
Customer Service Representative
Houston,TX
Summary
Overview
27
years of professional experience
Work History
Alorica
Customer Service Agent
03.2025 - Current
Job overview
- Assisted 50–70 customers daily with CollegeBoard account access, test score reports, and resolution of complex technical issues to enhance user experience
- Resolved escalated account concerns while upholding quality assurance and productivity standards to ensure customer satisfaction
- Documented all interactions accurately in CRM systems to facilitate first-call resolution and improve service continuity
- Navigate multiple systems simultaneously in a fast-paced remote environment
Willis Towers Watson
Customer Care Representative / Pre-Enrollment Specialist
08.2023 - 02.2025
Job overview
- Supported participants through Medicare Annual Enrollment (Parts A, B, C)
- Guided participants in selecting retirement plans and benefits options for informed decision-making
- Scheduled appointments and provided clear enrollment instructions to facilitate smooth participant onboarding
- Updated demographics, providers, medications, and pharmacy details
- Processed and reconciled Medicare payments with accuracy to ensure timely service delivery
- Maintained strict HIPAA compliance handling sensitive data
Uber
Delivery Driver
12.2022 - 05.2024
Job overview
- Navigated city routes efficiently to ensure timely deliveries.
- Updated customers on delivery status and expectations to improve satisfaction.
- Coordinated schedules, navigation, and customer interactions via mobile platform to enhance service reliability.
- Ensured vehicle cleanliness and conducted routine safety inspections to maintain operational standards.
ABM Aviation Inc
Baggage Handler
02.2019 - 03.2020
Job overview
- Loaded and unloaded baggage from aircraft and transport vehicles.
- Operated baggage handling equipment and vehicles safely and efficiently.
- Inspected baggage for damage and reported issues to supervisors.
- Handled baggage and assisted passenger safety procedures to ensure smooth airport operations
Red River Sanitation
Office Cleaner
11.2018 - 12.2018
Job overview
- Cleaned and maintained office spaces to ensure a hygienic work environment.
- Maintained high sanitation standards across multiple offices in a commercial building.
- Disposed of waste and recyclables following company protocols and safety guidelines.
- Restocked cleaning supplies and equipment for efficient daily operations.
XeroxHouston, TX
Customer Care Representative (CCR)
11.2017 - 03.2018
Job overview
- Educated members on Medicare Part D plans to enhance their understanding and decision-making
- Processed prescription requests at pharmacy to improve service delivery
- Maintained compliance with regulatory and quality standards to ensure operational integrity
Devine Healthcare
Patient Sitter
12.2016 - 04.2017
Job overview
- Monitored patient safety and comfort during healthcare procedures.
- Assisted nursing staff with daily patient care and activities.
- Facilitated meaningful conversations with patients to reduce feelings of loneliness and enhance emotional well-being.
- Assisted elderly and rehabilitating clients by tracking and reporting daily activities to ensure optimal care
JP Morgan Chase BankHouston, TX
Customer Service Representative / Research Specialist
09.1998 - 07.2015
Job overview
- Resolved complex banking inquiries and technical issues, enhancing customer satisfaction
- Supported high-end clients, ensuring confidentiality and accuracy in all communications
- Conducted research and followed up to ensure timely resolution of client concerns
Education
Texas Education AgencyAustin, TX
High School Equivalency Diploma
University Overview
Skills
- Remote customer support
- Phone and chat communication
- Salesforce CRM proficiency
- CRM documentation
- HIPAA compliance
- Medicare support
- Avaya call systems
- Microsoft Office suite
- Microsoft Teams collaboration
- Multitasking abilities
- Time management skills
- De-escalation techniques
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
$35000/yr - $45000/yrTimeline
Customer Service Agent
Alorica
03.2025 - Current
Customer Care Representative / Pre-Enrollment Specialist
Willis Towers Watson
08.2023 - 02.2025
Delivery Driver
Uber
12.2022 - 05.2024
Baggage Handler
ABM Aviation Inc
02.2019 - 03.2020
Office Cleaner
Red River Sanitation
11.2018 - 12.2018
Customer Care Representative (CCR)
Xerox
11.2017 - 03.2018
Patient Sitter
Devine Healthcare
12.2016 - 04.2017
Customer Service Representative / Research Specialist
JP Morgan Chase Bank
09.1998 - 07.2015
Texas Education Agency
High School Equivalency Diploma