Terence Edwards

• Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
• Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
• Attended regular training sessions on updates and changes within the industry or organization.
• Performed outbound calling campaigns to follow up on end of term leases.
• Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
• Answered, screened and processed high volume of calls daily with call management system and web-based communications.
• Updated customer accounts, addresses and contact information within call management databases.

• Updated customer accounts, addresses and contact information within call management databases.
• Engaged actively with callers, confirming or clarifying information and diffusing anger.
• Provide comprehensive support to SANDAG customers by addressing inquiries, resolving issues, and facilitating access to regional transportation services, ensuring a high level of customer satisfaction
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• Managed customer expectations by clarifying needs, identifying options, and recommending products and services.

• Developed and maintained relationships with vendors, carriers and customers to ensure efficient shipping of goods.
• Coordinated daily transportation activities including scheduling, routing, tracking and documentation.
• Created reports on freight costs, delivery timelines, invoices and other related information.
• • Directed the less-than-container-load (LCL) shipping operations, guaranteeing timely cargo delivery and upholding strict service quality standards
• Monitored compliance with safety regulations and quality standards during transport operations.

• Answered incoming calls promptly and in a courteous manner, addressing customer inquiries with accurate information.
• Managed delinquency cases and provided foreclosure prevention options to clients, maintaining empathy and composure during challenging customer interactions.

Communicated effectively via phone and email to document and elevate critical incidents, ensuring thorough follow-up and resolution.

• Processed billing and payments with meticulous attention to detail, implementing monitoring systems to guarantee transactional accuracy.

• Conducted financial management and reporting for Adult Protection Services, ensuring compliance with operational standards and efficient database oversight.
• Reviewed financial documents and records to assess accuracy and compliance with applicable laws, regulations, and standards.
• Prepared monthly balance sheets, income statements, cash flows statements, budgets.