Customer Service & Technical Support Leader

ARIANA TERRY

Jacksonville, FL *************@*****.*** 904-***-****

Professional Summary

Customer service and technical support professional with over 8 years of experience in leadership, call center operations, and retail management. Skilled in resolving complex customer issues, process improvement, and providing efficient solutions in fast-paced environments. Known for adaptability, problem-solving, and delivering exceptional client experiences.

Core Skills

Customer Service Excellence Leadership & Team Supervision Technical Troubleshooting Help Desk Support Data Entry & Accuracy Scheduling & Inventory Management CRM Systems Conflict Resolution Communication & Interpersonal Skills

Professional Experience

Customer Service Representative Maximus – Jacksonville, FL Jul 2025 – Present

• Handle inbound calls regarding government services, applications, and eligibility requirements.

• Provide accurate information while maintaining compliance with federal and state regulations.

• Document all interactions in secure systems, ensuring data accuracy and confidentiality.

Assistant Store Manager GPM Investments/Marathon – Jacksonville, FL Jun 2023 – Feb 2024

• Managed daily store operations, staff scheduling, and training of new employees.

• Ensured accurate inventory management, ordering, and compliance with company policies.

• Handled customer escalations and ensured a positive in-store experience.

• Performed financial tasks including invoice checking, cash handling, and daily reports.

Customer Care Specialist Coach – Jacksonville, FL Jan 2023 – Jun 2023

• Resolved customer inquiries regarding online orders, tracking, and refunds in a high-volume call center.

• Assisted customers with navigating the company website and processing payments in CRM systems.

• Delivered exceptional service while maintaining KPIs for quality and efficiency.

Provider Care Representative PaySpan, Inc. – Jacksonville, FL Mar 2022 – Dec 2022

• Educated healthcare providers on payment portals and guided them through ACH+ registration.

• Provided troubleshooting support for provider portal access and payment processes.

• Handled inbound and outbound calls to resolve provider concerns regarding transactions.

Technical Support Representative Concentrix – Jacksonville, FL May 2020 – Feb 2022

• Delivered multi-channel technical support for iOS, MacOS, and Windows systems.

• Logged accurate case details and ensured compliance with company protocols.

• Assisted customers with troubleshooting and guided them through problem resolution.

Education

High School Diploma Americus High School – Americus, GA

In Progress: Bachelor’s in Healthcare Information Technology Purdue Global (Start Oct 2025)

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