Aujae Orr
@aujaeorr
Customer experience specialist delivering empathetic, KPI-driven support.
United StatesWhat I'm looking for
I am a dedicated Customer Experience Specialist with broad experience across telecommunications, insurance, healthcare, and government environments, focused on chat, email, and phone support. I consistently resolve billing, claims, technical, and collections issues while maintaining high customer satisfaction.
My background includes roles at AT&T, Progressive Insurance, Charter Communications, and other service organizations where I managed high-volume interactions, de-escalated stressful situations, and improved first-contact resolution. I document interactions in CRM and ticketing systems and collaborate with cross-functional teams to drive process improvements.
I bring strong communication, problem-solving, and data-aware skills—identifying trends, recommending help center updates, and negotiating offers when recruiting. I thrive in fast-paced, KPI-driven roles and aim to deliver measurable improvements in customer experience and operational efficiency.
Experience
Work history, roles, and key accomplishments
Customer Experience Specialist
Independent / Remote
Jan 2024 - Present (2 years)
Provide high-quality chat and email customer support resolving account, billing, and technical issues while documenting interactions in CRM and driving help-center improvements.
ATBilling and Collections Consultant
Provide customer service for billing inquiries and collections, reconcile delinquent balances, process service orders, and analyze data to identify trends and improvement opportunities.
Healthcare Recruiter
Loyal Source Government Services
Oct 2023 - Jul 2024 (9 months)
Sourced, pre-screened, and interviewed clinical candidates, maintained candidate databases, managed time-sensitive pipelines, and negotiated compensation and offers.
PICustomer Service Representative
Progressive Insurance
Apr 2019 - Oct 2023 (4 years 6 months)
Managed new and existing claims, de-escalated difficult interactions, gathered claim information, and applied updated procedures to support mitigation processes.
CCVideo Repair / Customer Care Rep
Charter Communications
Nov 2018 - Apr 2019 (5 months)
Troubleshot video and equipment issues, achieved first-call resolution when possible, and educated customers on products and self-service options.
EHCustomer Care Representative
Enterprise Holdings
Jan 2018 - Sep 2018 (8 months)
Managed reservations, rental extensions, payment inquiries, and maintained accurate customer interaction records using systems like RFS and Call Logger.
HIAssisted guests with reservations, pricing, and accommodations, maintained booking data, and handled complaints professionally while offering alternatives.
NIResolved billing and service issues, processed orders, updated accounts, and documented customer interactions and claim details.
Personal Assistant
Private
Aug 2007 - Aug 2012 (5 years)
Managed correspondence, reports, calendars, meetings, and travel logistics to support executive-level scheduling and operations.
Customer Care Manager
Blessings Unlimited
Aug 2007 - Aug 2011 (4 years)
Managed inbound customer inquiries and orders, maintained documentation and invoices, and supported marketing and event operations.
Education
Degrees, certifications, and relevant coursework
UPUniversity of Phoenix
Bachelor of Science, Health Administration
Grade: 3.75
Bachelor of Science in Health Administration completed with a 3.75 GPA, focusing on health services management and administration.
Orange High School
High School Diploma, High School Coursework
Grade: 3.5
Completed high school coursework with a 3.5 GPA.
Availability
Location
United StatesAuthorized to work in
Job categories
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