Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

TERRIA UPSHAW

ATLANTA,United States

Summary

Personable and dedicated Customer Service Representative with over over 15 years of experience in various roles including Communication, Office Administration worked as a Mortgage Loan Officer, worked as a contractor for the U.S.Department of Education and other projects. Highly familiar with customer conflict resolution and customer escalations I am passionate about building relationships, solving problems and learning new things. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with customers and clients while actively listening and expressing empathy when needed. Motivated to maintain customer satisfaction and contribute to company success.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Remote Customer Service

Omni Interactions
ATLANTA, Georgia
11.2021 - Current
  • Followed all scripts, policies and procedures to meet client expectations
  • Answered inbound calls from state consumers on the Covid-19 virus
  • Registered consumer for the vaccination and schedule appointments in the state provided system
  • Provided consumers with additional resources and other help lines
  • Record information in the online, secure client management system
  • Exceptional active listening skills
  • Ability to demonstrate empathy for those affected by Covid-19
  • Maintain daily communication with supervisor/lead on activities state provided system
  • Willingness to ask questions, troubleshoot problems and escalate issues when necessary
  • Ability to work Remote and Excellent computer and internet navigation skills

Remote Customer Service Agent

Liveops
Atlanta, GA
05.2021 - 10.2021
  • Provided excellent customer service by responding to request, assisting with product selection and handling ordering functions
  • Answered over 70 inbound calls to address customer questions
  • De-escalated problematic customer concerns maintaining calm, friendly demeanor while active listening to give best answer to resolve solution
  • Informed customers about billing procedures and services to increase sales and provided payment options setup assistance
  • Assisted customers with various types of issues via email, live chat and telephone
  • Excellent communication skills and ability to prioritize work in high volume call center

Customer Service Specialist/Supervisor

Immediate Credit Recovery
Atlanta, GA
03.2013 - 03.2020
  • Supervisor of Administrative Resolutions Department Managed over 10 employees
  • Communicated effectively with customers on their accounts, resolve inquiries regarding account balances , setting up and posting payments
  • Handled over 60+ calls daily which duties include signing up for Student Loan Rehabilitation Program, work file as needed
  • Informed customers about billing procedures and services
  • Entered customer data set up creation of 500+ accounts monthly to initiate wage garnishment process via data entry on excel spreadsheet
  • Document accounts with full and complete information staying in compliance with all required verbiage for agency and US Department of Education

Customer Service Agent

CBE Group
Atlanta, GA
05.2009 - 12.2012
  • Communicated with customers on payment options and arranged installment agreements while providing excellent customer service
  • Handled on 100 inbound and outbound calls daily
  • Knowledgeable of FDCPA
  • Experience with 3rd party Collections Bank Card & Auto Charge off
  • Used skip tracing resources to locate debtors
  • Exceeding Monthly Goals

Mortgage Loan Officer

Advantage One Mortgage
Virginia Beach, VA
02.2006 - 09.2008
  • Call 50+ Leads on Daily basis
  • Communicated with borrowers, active listening to their needs and helping them evaluate best option
  • Established Pipeline and priced loans through various lenders to determine best product for consumer (FHA, VA Prime, Sub Prime)
  • Review credit, Income, property, title , asset information
  • Pre-qualify clients based on lenders regulations
  • Understanding of mortgage regulatory guidelines, Manage pipeline of both Purchase and Refinance

Healthcare Customer Service Representative

Blue Cross Blue Shield of Florida
Jacksonville , FL
11.1999 - 05.2004
  • Educate customers and dental professionals on eligibility and dental benefits, claims payments and authorizations
  • Accurately respond to inbound phone calls answer over 60+ calls daily and processing inquires
  • Excellent communication skills and ability to prioritize work in high volume call center
  • Respond to customer inquiries in courteous and professional manner regarding benefits and eligibility
  • Document all customer interactions thoroughly and completely staying in compliance with policies and procedures
  • Provide facilities, doctors and members with routine health care information effective date of coverage, claims history, deductible and coinsurance amounts, and medical benefits

Education

Bachelor of Science - Human Resources Management

Southern New Hampshire University
Hooksett, NH
09.2003

Skills

  • Excellent Customer Service
  • Active Listening Patient and Empathetic
  • Upbeat and Positive Personality
  • Discipline
  • Self Motivated and Problem Solving
  • Independent Fast Learner
  • Microsoft Office Teams
  • Microsoft Word Excel
  • Typing 50 wpm Data Entry
  • Zoom Slack Chat Email

Certification

Liveops
  • Covid-19 Professional Certificate

Timeline

Remote Customer Service

Omni Interactions
11.2021 - Current

Remote Customer Service Agent

Liveops
05.2021 - 10.2021

Customer Service Specialist/Supervisor

Immediate Credit Recovery
03.2013 - 03.2020

Customer Service Agent

CBE Group
05.2009 - 12.2012

Mortgage Loan Officer

Advantage One Mortgage
02.2006 - 09.2008

Healthcare Customer Service Representative

Blue Cross Blue Shield of Florida
11.1999 - 05.2004

Bachelor of Science - Human Resources Management

Southern New Hampshire University

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TERRIA UPSHAW