Summary
Overview
Work History
Education
Skills
Timeline
Generic

Terence E. Brown

Norfolk

Summary

Skilled and enthusiastic Customer Service Assistant with excellent time management and communication skills. Proficient in partnering with clients to understand their business and related needs. Recommend and implement solutions to clients while incorporating new processes, tools and approaches. Handle customer inquiries and concerns, while resolving billing questions and payment extension/service requests. Locate resources for resolution and design best-option solutions.

Overview

28
28
years of professional experience

Work History

Benefits Administration Services Associate II

Conduent
07.2023 - Current
  • Worked varied hours to meet seasonal and business needs.
  • Assist with active and retired Verizon employees with enrolling in healthcare plans
  • Identified customer needs and wants to enhance customer experiences
  • Listened to customer needs and desires to identify and recommend optimal solutions
  • Conference with healthcare plan providers to provide carrier updates

Retirement Coordinator (Boeing)

Conduent
12.2021 - 07.2022
  • Client based support for active and former Boeing employees
  • Assisted with retirement paperwork and provided pension information to current and former employees (401-k rollover, lump sum, monthly annuity, survivor benefits)

Customer Care Representative

Anthem Inc
11.2020 - 08.2021
  • Assist members with their Anthem prescription drug plan
  • Provide support and answer questions for members on Medicaid and Medicare
  • Processed monthly premium payments for members
  • Answered questions about members plan (formularies, Evidence of Coverage, Annual Enrollment, Disenrollment)
  • Provide assistance to prescription drug vendor IngenioRX when needed
  • Help Schedule appointments with members PCP, Ride Sharing Program, Personal Home Assistant and/or other programs the member has available to them through their insurance.

Customer Care Senior Assistant

Conduent
05.2013 - 01.2018
  • Client based support Lockheed Martin/Boeing/Chevron
  • Processed pension paperwork and provided pension information to current and former employees (401-k rollover, lump sum, monthly annuity, survivor benefits)
  • Assisted peers with escalated questions or concerns
  • Assisted current and former Chevron, Lockheed Martin, and Boeing employees with annual open enrollment benefits for health and welfare (i.e. dental, vision, medical plans)

Technical Support Representative

Verizon Wireless
07.2009 - 07.2011
  • Provided call center support for wireless devices (i.e
  • Smart Phones, and Air Cards)
  • Aided field technicians with pinpointing malfunctioning cellphone towers
  • Responsible for upselling of wireless equipment and retention

Field Service Technician

Electronic Systems Inc
01.2003 - 06.2008
  • Responsible for providing service and support for Canon, Panasonic and Hewlett-Packard (faxes, printers, copiers and multifunction machines.)
  • Provided training and mentoring for both new and current employees

Product Support Representative

Canon ITS
04.1996 - 12.2002
  • Provided call center support for Canon computers and peripherals (laser/bubblejet printers, multifunction machines, faxes, and scanners.)
  • Assisted customers with Canon software installation (printer/scanner drivers and photo editing software)
  • Accessory sales including ink, paper and cables for a variety of peripheral devices
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.

Education

Associate of Applied Science Degree - Computer Electronics Technology

ECPI College of Technology
Virginia Beach, VA

Skills

  • Technical Troubleshooting
  • Customer Training
  • Equipment Inspection
  • System Installation
  • Tool Management
  • Customer Service
  • Issue Escalation
  • Problem-Solving

Timeline

Benefits Administration Services Associate II

Conduent
07.2023 - Current

Retirement Coordinator (Boeing)

Conduent
12.2021 - 07.2022

Customer Care Representative

Anthem Inc
11.2020 - 08.2021

Customer Care Senior Assistant

Conduent
05.2013 - 01.2018

Technical Support Representative

Verizon Wireless
07.2009 - 07.2011

Field Service Technician

Electronic Systems Inc
01.2003 - 06.2008

Product Support Representative

Canon ITS
04.1996 - 12.2002

Associate of Applied Science Degree - Computer Electronics Technology

ECPI College of Technology

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Terence E. Brown