Terrell Butler
Haltom City,TX
Summary
Goal-oriented team manager commended for first-rate leadership, communication and multitasking abilities. Well-versed in implementing team objectives and goals and mediating interpersonal issues. Offering several years of hands-on experience overseeing daily operations and guiding team members toward achieving goals.
Overview
19
19
years of professional experience
Work History
Team Manager
Bank of America
Fort Worth, USA
01.2025 - Current
- Led team in daily operations and service excellence initiatives.
- Ran day-to-day operations of the team. Equipped agents with necessary tools to assist clients for positive resolutions.
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
- Motivated team members to consistently achieve or exceed performance expectations.
- Monitored team performance, tracked progress toward goals, identified areas of improvement and provided feedback to employees.
- Responsible for reviewing calls with agents to show both areas of growth and to celebrate success.
- Making sure that agents are aware of their statistics to help maintain success within the line of business.
- Coached the team for success by using corrective action processes.
- Facilitated scheduled meetings and training to ensure agents understood updated processes for compliance with government regulations.
- Trained staff on banking procedures and customer service standards.
- Evaluated potential candidates through interviews to ensure alignment with company values and performance expectations. to ensure that they meet the standards required for continued success of Bank of America and its culture.
- Implemented process improvements to enhance operational efficiency and client satisfaction.
- Oversaw compliance with regulatory standards in all banking activities.
- Developed training materials for onboarding new team members effectively.
- Handled escalations from dissatisfied clients to maintain healthy relationships and provide executive presence when necessary.
- Resolved customer inquiries and issues with professionalism and empathy.
- Evaluated employee performance to implement recognition or corrective actions based on work results.
- Set goals for performance and deadlines to comply with company plans and vision.
- Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
Deposit Customer Service Specialist
Bank of America
Fort Worth, USA
07.2015 - Current
- Proficiency at resolving customer account related issues regarding their Deposit Accounts via incoming phone calls.
- Proficiency in resolving customer account related issues regarding their Deposit Accounts via incoming phone calls.
- Proficient at completing multiple tasks while meeting required performance goals and deadlines.
- Tracked complaints and diffused customer escalations using critical thinking to enhance customer satisfaction.
- Expert in the proper tools and systems.
- Utilized Bolt, Synergy, Interact, and related systems for daily operations.
- Provided ‘Voice of The Associate’ feedback to improve the Debit Card Process for representatives.
Senior Client Associate
Bank of America
Fort Worth, USA
01.2021 - 07.2025
- Maintained Team Chat on a daily basis, assisted agents with troubleshooting and problem solving of complex questions and situations, and facilitated de-escalations of escalated client calls.
- Monitored EMP Alerts and delivered coaching to agents when necessary.
- Also entrusted to the Provided coaching and development to enhance agent performance in a team environment. of agents regarding improving Statistics as well as implementing new skill sets.
Senior Level Customer Level Service Representative
Bank of America
Fort Worth, USA
01.2015 - 07.2015
- Responsible for assisting customers with checking and savings accounts, processing balance transfers between accounts, advising interest rates and annual percentage yields, closing out Lost/Stolen Debit Cards and issuing replacement debit cards.
- Fulfilled performance targets to enhance customer satisfaction and service efficiency.
- Achieved an overall evaluation of Strong Performer at the most recent evaluation period.
Senior Level Customer Service Rep, Manager on Duty
Capital One
Irving, USA
06.2014 - 05.2015
- Provided accurate support to front line representatives, enhancing their ability to achieve performance goals.
- Utilized problem-solving skills to identify and resolve issues, exercising ethical and professional judgment.
- Communicated updates to management regarding performance metrics to drive improvement. regarding the level of performance of Front-Line Representatives.
- Proficient use of problem-solving skills to identify and resolve problems that might arise using ethical and professional judgment.
- Member of the MOD Team that decreased incoming calls from CSR’s to MOD and Advocacy through education and coaching on call handling.
- Member of GCS Team with the Top 10% from the Months of August 2014-January 2015.
Mobile Broadband Technical Support Specialist
Sprint Nextel Corporation
Ft. Worth, USA
12.2007 - 04.2014
- Activated wireless devices by effectively resolving customer issues.
- Resolved issues regarding activation of wireless devices.
- Built strong customer relationships by leveraging expertise in Sprint products and policies.
- Assisted Frontline Representatives with complex technical support issues to enhance customer service.
- Consistently met all goals setting up customers’ Sprint Femto cells.
- Maintained a CSAT level of 90% during Sprint tenure.
- Met all required AHT and Sales Goals during tenure at Sprint.
- Participated in the Sprint Solution Management Team (SMT Program).
Work-Force Management Trainee
Sprint Nextel Corporation
Oklahoma City, USA
10.2009 - 06.2011
- Monitored and managed service levels in the Call Center for all lines of business services.
- Assisted Team Leads and Managers with scheduling coaching sessions and meetings.
- Monitored service levels and occupancy rates to align staffing with operational needs.
- Maintained appropriate service levels and occupancy based on staffing needs.
- Collaborated with general management center to support operational initiatives. to maintain forecasts for call volumes and agent availability.
Education
Some College (No Degree) - Business Administration
University of Central Oklahoma
Edmond, OKSkills
- Regulatory compliance
- Operational efficiency
- Performance analysis
- Customer relationship management
- Customer escalation management
- Performance coaching
- Performance appraisal
- Team leadership
- Goal setting
- Employee engagement
- Conflict resolution
- Effective communication
- Problem solving
- Customer focus
Timeline
Team Manager
Bank of America
01.2025 - Current
Senior Client Associate
Bank of America
01.2021 - 07.2025
Deposit Customer Service Specialist
Bank of America
07.2015 - Current
Senior Level Customer Level Service Representative
Bank of America
01.2015 - 07.2015
Senior Level Customer Service Rep, Manager on Duty
Capital One
06.2014 - 05.2015
Work-Force Management Trainee
Sprint Nextel Corporation
10.2009 - 06.2011
Mobile Broadband Technical Support Specialist
Sprint Nextel Corporation
12.2007 - 04.2014
Some College (No Degree) - Business Administration
University of Central Oklahoma