Hollis Terrell
Kennesaw,GA
Summary
Proven leader and adept communicator, I excelled at Bank of America by enhancing customer satisfaction and streamlining compliance processes. With a blend of managerial acumen and a 65.5 WPM typing speed, I consistently surpassed performance benchmarks. My approach not only solved complex problems but also fostered a collaborative team environment, driving significant improvements in service delivery and operational efficiency. Experienced Credit Specialist offering well-developed skills in managing teams, record updates, and financial statement reviews. Pursuing a position in a busy organization where a qualified individual with an understanding of collections is highly sought and opportunity for growth doing something new I can add to my experience.
Overview
11
11
years of professional experience
Work History
Consumer & Small Business Credit Assistance Specia
Bank of America
Kennesaw, GA
11.2024 - Current
- Receiving inbound and outbound calls, providing excellent service through active listening, attention to detail, and patience with customers who are experiencing hardship through phone conversations.
- Assess the overall situation of the client associated with a borrower's current financial situation to provide a beneficial solution for the client, as well as the bank, to minimize risk.
- Evaluating compliance by reviewing reports and data to understand trends.
- Offer repayment plans to customers who have delinquent loan accounts in default status, achieving top metrics, and maintaining accounts accurately.
- Engage in continuous learning to stay updated on best practices for my line of business.
- Investigate discrepancies between actual payments received versus expected payments due.
- Submit complaints regarding grievances that customers may have with the bank to improve the customer experience in the future.
- Provide mentorship, training, support, and guidance to colleagues to maintain a collaborative work environment.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Recognized by management for providing exceptional customer service, as well as team inclusion, supporting others, and fully participating in and orchestrating team events and volunteering.
- Manage time effectively to ensure tasks were completed on schedule and deadlines were met.
- Utilize advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Customer Service Specialist
State Farm
Dunwoody, GA
02.2020 - Current
- Resolved average inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Recommended improvements to products and services to mitigate complaints.
- Reviewed account and service histories to identify trends and issues.
- Answered customers' questions and addressed problems and complaints via phone.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Documented conversations with customers to track requests, problems and solutions.
Assistant Manager
Quiktrip
Jonesboro, GA
05.2014 - Current
- Oversee clerk while making sure that the store appearance is 100%.
- Display expeditious service as far as greeting and serving customers.
- Communicate effectively and maintain professional relationships with customers and associates.
- Instructed newer employees and updated older employees by teaching them the correct procedures to maintain an immaculate store appearance and shift upkeep.
- Motivate and encourage my team members to do their best and support each other to the best of their ability throughout the entire shift.
Manager Associate I
Hertz
Peachtree City, GA
07.2017 - 09.2019
- Conducting managerial duties as required by first and foremost making sure the customer and their experience is the top priority.
- Communicating with patience and respect whether it is involving customers or co-workers.
- Prioritizing tasks to be completed throughout the day for a smooth and effective work day.
- Working towards keeping a goal oriented environment and achieving those goals daily through rentals, sales, as well as back office work.
- Maintaining monthly sales goals by working towards improving productivity initiatives, managing budgets and accounts, and coordinating scheduling and reservations.
- Displaying time management by preparing vehicles and having them ready upon arrival of the customer.
- Checking alerts which includes calling customers with updates on their contracts.
- Contacting upcoming reservations to see when and if they need rentals.
- Striving for 100% inside and outside car cleanliness as well as logging cars that are cleaned daily on the clean car log.
- Writing out POs for oil changes and making sure maintenance is up to date on vehicles so customers are safe.
- Communicating with body shops to pick up customers as well as retrieving dropped off vehicles to get them immediately closed out.
- Staying on top of body damage reports and getting those vehicles to the proper location so they can be processed.
- Moving vehicles with holds to the proper location for required maintenance for hold updates.
- Updating customer satisfaction logs to make sure the customer is satisfied and if they were not see how we could have made the experience better.
Education
Bachelor of Arts - Speech Communication
Georgia State University
Atlanta Ga4 2018
Master of Business Administration -
The University of Arizona Global Campus
11-2025
Skills
- Managerial
- WPM: 655
- Organizational
- Customer Satisfaction
- Instructing
- Logging
- Office
- Sales
- Scheduling
- Adaptive Team Player
- Time management
- Call Centers
- Problem Resolution
Timeline
Consumer & Small Business Credit Assistance Specia
Bank of America
11.2024 - Current
Customer Service Specialist
State Farm
02.2020 - Current
Manager Associate I
Hertz
07.2017 - 09.2019
Assistant Manager
Quiktrip
05.2014 - Current
Bachelor of Arts - Speech Communication
Georgia State University
Master of Business Administration -
The University of Arizona Global Campus
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