Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative
Terrence Adams

Terrence Adams

Tallahassee,FL

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

21
21
years of professional experience

Work History

Assistant Baseball Coach

Godby High School
01.2025 - Current
  • Collaborated with coaching staff to recruit talented athletes, building a competitive roster.
  • Managed equipment inventory and maintenance, ensuring players had access to necessary tools for success on the field.
  • Facilitated communication between players, parents, and coaching staff regarding team expectations and schedule updates.
  • Provided guidance on athletic scholarships and college recruitment processes, supporting athlete's goals beyond high school baseball.
  • Developed plans for trips to play opposing teams.
  • Cultivated strong player-coach relationships, fostering a supportive and motivated team environment.
  • Organized and managed practice sessions, ensuring efficient use of time and resources for optimal skill development.
  • Served as a positive role model through consistent professionalism and adherence to ethical coaching standards.
  • Instructed athletes in performance principles and game strategies and rules to achieve desired results.
  • Promoted a culture of good sportsmanship among athletes by modeling respectful behavior towards opponents and officials at all times.

Customer Service Representative

Publix
11.2017 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

Ramp Supervisor

American Airlines
06.2014 - 05.2017
  • Implemented best practices in ramp supervision to minimize delays and maintain high levels of productivity among staff members.
  • Managed inventory of necessary equipment and supplies for daily ramp operations, ensuring availability when needed.
  • Coordinated closely with maintenance teams to address any equipment issues promptly, reducing downtime impact on flight schedules.
  • Collaborated with airline representatives to resolve any operational issues and improve overall service quality.
  • Kept crew in line with airport, OSHA, TSA, FAA, and other applicable regulations.
  • Maintained documentation, completed shift paperwork, and submitted information for team payroll.
  • Achieved timely flight departures through effective management of ground handling services, including baggage handling, fueling, and cabin cleaning.
  • Maintain accurate records of all ramp activities for reporting purposes.
  • Developed comprehensive training programs for new hires to ensure consistent performance across the team.
  • Built strong relationships with key stakeholders, such as airport authorities, customs, immigration officials, and other service providers to facilitate smooth operations.
  • Spearheaded incident investigations to identify root causes and implement corrective actions that prevent future occurrences.
  • Evaluated performance, set schedules and coached ramp agents on work areas.
  • Created load plans and performed calculations to prepare for assigned flights.
  • Reduced aircraft turnaround time with meticulous planning, coordination, and communication among the team members.

Ramp Supervisor

GAT
09.2008 - 04.2014
  • Promoted a positive work environment by fostering open communication lines between team members and encouraging professional growth opportunities.
  • Improved ramp safety by conducting regular inspections and implementing updated safety protocols.
  • Led continuous improvement initiatives for ramp processes, identifying opportunities for cost savings and improved efficiency.
  • Evaluated employee performance regularly through periodic reviews that provided constructive feedback aimed at improving skills.
  • Streamlined operations for increased efficiency by optimizing employee schedules and delegating tasks effectively.
  • Ensured compliance with all regulatory requirements for airport operations by staying current on industry standards and guidelines.
  • Guided aircraft into and out of parking positions using hand signals.
  • Loaded and unloaded luggage and freight and assisted crew and travelers with bags for over 4-6 daily flights.
  • Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
  • Tracked flight schedules to promote on-time landings and avoid loading delays.
  • Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
  • Connected electrical power unit and hoses to aircraft.
  • Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
  • Completed cargo manifests and flight paperwork for proper luggage and flight tracking.
  • Trained new employees in areas such as safety procedures or equipment operation.
  • Kept crew in line with airport, OSHA, TSA, FAA, and other applicable regulations.

Ramp Agent

ASIG
01.2008 - 09.2008
  • Minimized damage to luggage and cargo by adhering to proper handling procedures at all times.
  • Reduced flight delays by consistently maintaining punctual baggage handling and cargo loading processes.
  • Upheld strict adherence to FAA regulations and safety protocols during all aspects of ramp agent duties.
  • Facilitated on-time departures with quick and efficient turnaround times for incoming flights.
  • Demonstrated flexibility in adapting to various types of aircrafts, supporting diverse airline clients'' needs efficiently.
  • Positioned and towed aircraft from remote locations of airport to designated areas for operation.
  • Ensured proper weight distribution in aircraft by diligently following load plans and adjusting as necessary.
  • Reduced risk of accidents or incidents on the tarmac through vigilance in monitoring surroundings while working around active aircrafts.
  • Managed unforeseen circumstances such as equipment malfunctions or weather disruptions, executing contingency plans to minimize operational delays.

Store Manager

Hibbett Sports
10.2006 - 01.2008
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Assisted with hiring, training and mentoring new staff members.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Rotated merchandise and displays to feature new products and promotions.
  • Maximized sales by creating innovative visual merchandising displays and store layouts.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Approved regular payroll submissions for employees.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.

Warehouse Worker

UniFirst
06.2004 - 10.2006
  • Loaded, unloaded, and moved material to and from storage and production areas.
  • Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
  • Contributed to achieving team goals with consistent punctuality, reliability, and adherence to established performance standards.
  • Helped maintain an organized stockroom by labeling shelves clearly, designating specific areas for different products, and rotating stock regularly as required.
  • Operated various types of warehouse machinery safely, adhering to all relevant guidelines and protocols.
  • Ensured accurate order fulfillment by diligently cross-checking pick lists against packed items for consistency.
  • Improved workplace safety by conducting regular inspections and addressing potential hazards promptly.
  • Enhanced warehouse efficiency by implementing effective inventory management and organization systems.
  • Streamlined receiving process to minimize idle time, carefully inspecting and sorting incoming shipments.
  • Increased customer satisfaction by ensuring accurate and timely dispatch of orders.
  • Enhanced warehouse efficiency by organizing inventory in logical manner, facilitating quicker retrieval times.
  • Facilitated smooth operation of loading dock, coordinating efficient loading and unloading of trucks.
  • Optimized storage space, rearranging items to better utilize available square footage.

Education

Bachelor - Computer Science

Claflin University
Orangeburg, SC
05.2004

High School Diploma -

Walterboro High School
Walterboro, SC
06.2000

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Relationship building
  • Complaint handling
  • Payment processing
  • Professional telephone demeanor
  • Scheduling
  • Administrative support
  • Prioritization
  • Staff training
  • Building rapport
  • Customer education
  • Coordination

Timeline

Assistant Baseball Coach

Godby High School
01.2025 - Current

Customer Service Representative

Publix
11.2017 - Current

Ramp Supervisor

American Airlines
06.2014 - 05.2017

Ramp Supervisor

GAT
09.2008 - 04.2014

Ramp Agent

ASIG
01.2008 - 09.2008

Store Manager

Hibbett Sports
10.2006 - 01.2008

Warehouse Worker

UniFirst
06.2004 - 10.2006

Bachelor - Computer Science

Claflin University

High School Diploma -

Walterboro High School

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