Terrence R. Brand

• Exceeded customer expectations and received "I make a difference award" for positivity and engagement.
• Maintained clean and safe work environment, adhering to food safety regulations with 100% pass rate.
• Provided top notch service daily to staff, students, faculty, and vendors.
• Implemented friendly greeting initiative, boosting student satisfaction by 38% based on student surveys from the previous semester.

• Promoted positive work environment through effective communication with colleagues and supervisors.

• Technical Support specialist with focus on creating amazing customer experience that leaves lasting positive impression on customers.
• Create and execute on project plans to drive adoption and retention, leading to improved collaboration and visibility into customer relationships.
• Work cross-functionally to provide sales, product and developers with quantitative and qualitative feedback on product features, resulting in increased sales, adoption rates, and reducing churn.
• Recognize growth opportunities within client accounts, identify and qualify key decision makers, and provide training and condensed EBRs to SMB accounts.
• Use usage patterns to gain insights, provide guidance and increase customer happiness scores. Assisted with interviewing and training of new colleagues.
• Drove increase in customer adoption, retention, and product satisfaction up 20%, improved customer collaboration and visibility into customer relationships by 20%, identified and qualified key decision makers by 18%, and provided training to SMB accounts with increased efficiency of 2.7X.
• Reduced customer churn as team by 30%, identified and closed up-sell opportunities by 30%, and improved customer happiness scores up 20%.

• Streamlined enrollment process for prospective students, leading to 20% surge in enrollment (from 138 to 166students) within one semester
• Conducted over 100 phone interviews with potential applicants, utilizing strong active listening and interpersonal skills to assess suitability and gather required information, resulting in 30% increase in applicant pool
• Guided students in crafting effective resumes and enhancing their social media profiles for professional branding, empowering them during their job search efforts
• Mentored students by providing personalized guidance on professional development and career goals, fostering their success in workforce.

• Established partnerships with 150 local businesses and organizations in order to provide 200 job opportunities for clients
• Called potential partner companies and contacted via email to secure partnerships
• Assisted business owners in setting up their businesses by conducting interviews to determine their needs, and based on feedback, set up their businesses and trained their staff on new system
• Organized and facilitated hiring events, prescreened candidates and identified top talent for Employer Pool.
• Maintained knowledge/professional understanding of vast array of occupations/career paths for effective placement/processing and assessment of customers
• Collaborated with clients on barriers to employment using professional goal setting and planning.