Terrance Whipple
Elgin,SC
Overview
14
14
years of professional experience
Work History
Phone Banker and Customer Service
First Citzens Bank
08.2023 - Current
- Supported customers by managing 30-50+ inbound calls per day efficiently while maintaining professionalism and upbeat tone
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords
- Stayed current on changing products, services, and policies to offer exceptional customer service
- Upheld strict security procedures to verify identities when competing actions for members and giving out private banking information
- Improved customer satisfaction by going above and beyond to answer questions and offer subject matter expert support
- Evaluated visibility of funding sources and destinations to proactively detect fraud
- Responded to customer inquiries with patience and positivity to establish excellent first impression and provide a first call resolution.
Digital Sales and Customer Service Representative
Verizon Wireless
06.2011 - 05.2023
- Answered 50+ inbound calls to respond to callers’ inquiries by asking the right questions to uncover individual needs
- Offered a complete top-down sales solution to provide product insights and solution recommendations
- Built customer loyalty and value through effective account management, identifying and providing offers for appropriate additional products, features, and services, and collecting past due balances
- Responded to emails and chats recording consistent problem areas that customers were experiencing
- Strictly followed company provided scripting to ensure exceptional customer service during call flow
- Created escalation tickets in ticketing systems such as Zendesk for issues that can’t be resolved in the first call
- Asked appropriate questions and listened actively to identify specific questions or issues while documenting required information in customer relationship management systems (CRM)
- Performed clerical and data entry functions between calls
- Made process improvement suggestions to the Call Center Supervisor
- Placed outbound calls to verify information provided in emails and chats to escalate to the appropriate department
- Owned problems through to resolution on behalf of the caller in real time or through comprehensive and timely follow-up
- Closed sales by using phenomenal communication skills to fulfill customer needs with simple and intuitive tech solutions
- Generated sales by using my passion for cutting-edge technology, and exceptional customer service to meet our customers where they are.
Technical Support Representative
Teleperformance
01.2010 - 06.2011
- Processed service tickets and assigned them to appropriate service resources as necessary
- Maintained service ticket ownership throughout the life of the support incident
- Escalated high-profile issues to the Service Desk manager for appropriate handling and routing
- Provided advice and technical guidance to end users and technical resources
- Responsible for the use of the ticketing system to record all problems, incidents, and changes
- Provided technical support for Windows 7/8/10, MAC OS, IOS, Windows Server, Active Directory, and DHCP
- Walked customers through common phone hardware and software configurations to maximize service functionality
- Supported customers with online billing, access, and account issues
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control, and other tools.
Education
High School Diploma -
East Davidson High School
Thomasville, NCSkills
- Customer Service
- Customer Support
- Customer Retention
- Sales
- Services
- Product Knowledge
- Analytics
- Planning and Process Development
- Problem Solving
- Decision Making
- Excellent Written and Verbal Communication
- Technical Support
- Troubleshooting
- Salesforce
- Zendesk
- Customer Relationship Management (CRM)
- Conflict Resolution
- Escalations
- Ticketing Systems
- Quality Assurance
- Time Management
- Negotiation
- Develop Collaborative Business Relationships
- Quality Metrics
- Investigative Experience with an Analytical Mindset and Critical Thinking Skills
Interview Availability
Flexible if given 48-72 hours’ notice
Timeline
Phone Banker and Customer Service
First Citzens Bank
08.2023 - Current
Digital Sales and Customer Service Representative
Verizon Wireless
06.2011 - 05.2023
Technical Support Representative
Teleperformance
01.2010 - 06.2011
High School Diploma -
East Davidson High School