Terrence Harmon
Maitland
Summary
Dynamic Technical Support Representative with a proven track record at Allstar Mechanical Group, excelling in technical troubleshooting and customer service. Recognized for enhancing efficiency through process improvements and delivering exceptional remote support. Adept at analyzing issues and fostering customer success with a friendly, patient approach.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
17
17
years of professional experience
Work History
Technical Support Representative
Allstar Mechanical Group
12.2019 - 11.2025
- Assisted customers with product inquiries and service requests via phone and email.
- Documented customer interactions in support ticketing system for future reference.
- Conducted follow-ups to ensure resolution of customer concerns and issues.
- Identified recurring issues, recommending process improvements for enhanced efficiency.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Collaborated with product teams to improve software based on customer feedback.
- Played key role in project that significantly reduced system downtime for major clients.
- Generated reports to track performance and analyze trends.
- Managed high levels of call flow and responded to technical support needs.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Customer Service Representative
Auto Zone Distribution Center
04.2018 - 11.2021
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in training programs to enhance product knowledge and customer service skills.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer requests for products, services, and company information.
- Assisted customers with inquiries regarding products and services, ensuring a positive experience.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Supervisor
Hilton’s Call Center
06.2013 - 10.2017
- Educated customers on service features and promotions, increasing product awareness.
- Implemented feedback mechanisms to gather insights for service improvement initiatives.
- Trained new representatives on best practices for handling customer inquiries effectively.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers with inquiries regarding products and services, ensuring a positive experience.
Customer Service Representative
AT&T Call Center
03.2009 - 05.2013
- Resolved billing issues and account discrepancies efficiently to enhance customer satisfaction.
- Utilized CRM software to track customer interactions and provide timely follow-ups.
- Managed high call volumes while maintaining quality standards in customer interactions.
- Collaborated with team members to improve service delivery processes and response times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed timely and effective replacement of damaged or missing products.
Education
Bachelor of Science -
Valencia Community College
Orlando FlHigh School Diploma -
Edgewater High School
Orlando, FL05.1996
Skills
- Technical troubleshooting
- Technical support
- Product troubleshooting
- Remote support
- Customer service expert
- Customer service
- Issue troubleshooting
- Active listening
- Microsoft outlook
- Network diagnostics
- Customer success management
- User support
- Data recovery
- Technical issues analysis
- Account management
- Ticket management
- Hardware diagnostics
- Technical documents comprehension
- Verbal and written communication
- Product knowledge
- Remote technical support
- Friendly and patient
- Organizational skills
- Problem-solving
- Attention to detail
- Help desk support
Timeline
Technical Support Representative
Allstar Mechanical Group
12.2019 - 11.2025
Customer Service Representative
Auto Zone Distribution Center
04.2018 - 11.2021
Customer Service Supervisor
Hilton’s Call Center
06.2013 - 10.2017
Customer Service Representative
AT&T Call Center
03.2009 - 05.2013
Bachelor of Science -
Valencia Community College
High School Diploma -
Edgewater High School