Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Brock Terrano

Tacoma

Summary

Dedicated and customer-focused professional with over 10 years of experience in customer service, call handling, and administrative support. Skilled in de-escalation, problem-solving, and accurate documentation. Known for a poised and professional demeanor with strong communication and interpersonal skills. Seeking to contribute value in a high-volume call center environment.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Customer Success Representative

Chuckals Office Products
10.2023 - 01.2025
  • - Maintained and grew client accounts, handling frequent customer inquiries and resolving service issues with professionalism.
  • - Used CRM tools to manage service documentation and scheduling-related follow-ups.
  • - Ensured all client concerns were addressed promptly and effectively, often via phone or email.

Supervisor

Pawn 1 Inc.
02.2020 - 11.2021
  • - Supervised store operations, including opening/closing, employee scheduling, inventory audits, and cash handling.
  • - Handled high-pressure situations with angry or distressed clients, applying discretion and empathy to resolve conflicts.
  • - Trained staff on customer engagement and documentation protocols.

SLA

Pawn 1 Inc.
05.2019 - 11.2021
  • - Assessed customer needs and processed loans, requiring accuracy and attention to detail.
  • - Tested and verified merchandise functionality to support transactions.

Debt Collector

Alliance One
09.2018 - 05.2019
  • - Managed high-volume outbound calls to resolve account delinquencies.
  • - Used active listening and de-escalation techniques to help patients and clients manage financial obligations.
  • - Maintained clear and accurate documentation in company systems.

Quality Assurance Software Test Engineer

Topia Technology
11.2011 - 10.2015
  • - Executed detailed test plans and documented results to ensure software quality.
  • - Maintained focus and precision under deadlines—skills transferable to data entry and call documentation.

Sales Rep / Manager

Vector Marketing
01.2010 - 01.2011
  • - Managed lead generation, phone outreach, and team coaching.
  • - Conducted weekly training sessions to build communication and presentation skills across the team.

Education

High School Graduate -

Life Christian School
Tacoma, WA
01.2010

Skills

  • Customer service expertise
  • Multi-line Phone Handling
  • Effective conflict resolution
  • Appointment Scheduling (CRM/ERP Experience)
  • Attention to Detail & Documentation
  • Communication & Interpersonal Skills
  • Leadership & Team Training

Certification

  • Blackbelt in Shito-Ryu
  • 3rd Place – The Comedy Voice, Tacoma Comedy Club

Languages

English

Timeline

Customer Success Representative

Chuckals Office Products
10.2023 - 01.2025

Supervisor

Pawn 1 Inc.
02.2020 - 11.2021

SLA

Pawn 1 Inc.
05.2019 - 11.2021

Debt Collector

Alliance One
09.2018 - 05.2019

Quality Assurance Software Test Engineer

Topia Technology
11.2011 - 10.2015

Sales Rep / Manager

Vector Marketing
01.2010 - 01.2011

High School Graduate -

Life Christian School

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