Customer Service Information Technology
Resume:
YT
Terrella Payton-Bishop
Professional Summary
Information Technology Management, 15 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 in written and oral communication. Proficient with widely used business operations, procedures, and equipment. RFID, inventory analysis and forecasting, quality control and auditing, loss prevention, 10-key. Federal clearance and fingerprint clearance. Heavy phone and customer contact. Purposeful leader with cheerful outlook and passion for providing high-quality advice and guidance to clients. Proven ability to find customer needs and resolve conflicts while building strong relationships. Possesses excellent problem-solving, communication, and people skills. Meticulous collaborator with strong organizational skills. Ability to manage multiple projects simultaneously with a high degree of accuracy. Looking for a full-time position that offers professional challenges using people skills, excellent time management, and critical thinking skills.
Work History
CVS Caremark pharmacies
10/2023-Current
Engages, consults, and educates members based upon the members’ unique needs, preferences, and understanding of Aetna plans, tools, and resources to help guide the members along a clear path to care. Med D, B, etc., silver scripts. Answer questions and resolve issues based on phone calls from members, providers, and plan sponsors.
Triages resulting in rework to the proper staff.
Documents and tracks contacts with members, providers, and plan sponsors.
Educating members on procedures as well as having knowledge of resources to follow regulatory guidelines.
Processes verbal, e-scripts, and refill requests.
Creates an emotional connection with our members by understanding and engaging members to the fullest to champion for our members' best health concerns and choices.
Taking accountability to fully understand the members’ needs by building a trusting and caring relationship with the members.
Anticipates customer needs.
Provides the customer with related information to answer the unasked questions, e.g., added plan details, benefit plan details, member self-service tools, etc.
Use the customer service threshold framework to make financial decisions to resolve member issues.
Explains member's rights and responsibilities following contract.
Educates providers on our self-service options.
Advocating for the members to take them.
State of Arizona Department of Economic Security - Customer Service
Front Office / Representative CSR Social Services
Phoenix, Arizona
10/2022 – 09/2024
●Transitioned to Benefit Eligibility Specialist 2024. 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.
●Delivered professional front-office support in high-volume environments, handling scheduling, intake, and daily administrative operations with precision and confidentiality.
●Acted as the first point of contact for associates, demonstrating strong interpersonal skills and conflict resolution abilities across healthcare and social service settings.
●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.
●Managed escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Skills
●Strategic Planning
●Training and mentoring
●Compliance requirements
●Teamwork and Collaboration
●Excellent Communication
●Time Management
●Organizational Skills
●Critical Thinking
●Mindfulness
●Multitasking
●Problem-Solving
●Task Prioritization
●Professionalism
●Team building
●Adaptability and Flexibility
●Records Maintenance
Education
Expected in 06/2025
University of Phoenix
Tempe, AZ
Associate of Applied Science: Business
Administration And Management
●University of Phoenix Business Admin
●Harbor Technical Trade School
Nursing 2005
●Harbor Technical Trade School Business Admin 2005
●
Certified Instructor, USPS
2009,2010,2011
●
Refreshed 2019 Harbor Technical Trade
School
●
Arizona State Fingerprint Card Valid until 2027
Cruise Autonomous Vehicles - Senior Remote Assistance Advisor
Scottsdale, Arizona
02/2023 - 01/2024
●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 navigating their surroundings.
●Write up details of scenarios requiring added support for the 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 100% safety and training standards monthly by upper management for 8 months until lay-offs began.
Amazon Fulfillment Warehouse GYR3
Phoenix Arizona
01/2022-11/2024
Worked inside an Amazon warehouse, selecting, packing, and shipping customer orders. Fast-paced physical, loss prevention and trained new hires. Dispatched orders for designated warehouses within the US. Consolidation, tag outs for damaged equipment and merchandise. Safety monitor and COVID sanitation of stations while checking associate compliance. Awarded for attendance with no call offs for the year and work ethic effectiveness. Bring unit productivity up from 78% to 94% in the first, second and third quarters on average for the year.
Maintained accurate records of front office, processed incoming and outgoing correspondence, and ensured timely distribution of critical information.
Served as the primary point of contact for clients, visitors, and vendors, showcasing strong interpersonal communication, problem-solving,
State of Arizona Department of Adult Protective Services-DBME -
Front Office / Customer Service Representative
Phoenix, Arizona
12/2020 - 04/2021
●Engaged in discussions with clients and concerned citizens about vulnerable adults at risk.
●Focusing on de-escalation and resolution
●Intake and resolve reported calls more than 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.
Arizona Upgraders - Property Manager
Phoenix, Arizona
02/2013 - 07/2019
●Inspections, Customer Service, Maintenance invoices
●Leasing, creation of actionable notices
●
●Educated clients to change behavior that led to abuse, neglect, or exploitation.
●Spent a considerable amount of 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 pressure created by 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 case workers as well as following the directions of the courts and the agency.
●Receipt of property income and payroll.
●Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
●Managed tenant complaints promptly and appropriately, calling in technicians 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 start 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 hard copy format for the property management office.
State of California Workers' Compensation - Client Intake & Office
Office Manager / Assistant II
Santa Monica, California
04/2010 - 09/2012
●Front office receptionist, received visitors for judges, attorneys and petitioners.
●Routed calls, verified daily docket, incoming and out going call routing, and mail.
●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 managing incoming mail, phone calls, and visitor inquiries.
●Expedited document processing with correct data entry and prompt filing.
●Prepared and edited documents to produce precise, correct, and professional communication.
●Functioned as a liaison between departments to ease the flow of information leading to improved interdepartmental collaboration.
●Input data into spreadsheets and databases.
●Monitored security to help support equipment, data, and information safety.
United States Postal Service - Automation Clerk
Los Angeles, California
06/1996 - 09/2012
●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 proper documentation had been attached.
●Bundle, label, and route sorted mail to designated areas and destinations 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 find areas for improvement, refine system performance.
●Served as a cashier trainer for high-volume stations and a loss prevention trainer.
Terrella Payton-Bishop
7020 N 75th Ave apt 1
Glendale, Arizona 85303
********@*****.***
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