TERRENCE MAJOR
PENFED
San Antonio,Texas
22
years of professional experience
Motivated job seeker looking to obtain new, challenging position. Works well under pressure, adaptable, and ready to be strong team player. Willing to take on any task to support team and help business succeed. Offers strong work ethic and years of committed performance
Work History
MSR
4 Years 9 Months- Documented, researched and resolved customer service issues.
- Handled customer inquiries, payments and service requests.
- Met personal, team and company goals in customer service environment.
- Collaborated with colleagues and co-workers to deliver quality customer experience.
- Anticipated needs and resolved problems to keep customers happy.
- Delivered fast and friendly service to handle questions and service complaints.
- Answered inbound calls to handle various concerns, set appointments and close sales.
- Managed customer calls efficiently in fast-paced call center environment.
- Collaborated across departments to resolve customer-related issues.
- Completed loan support 1 b training
- Completed application follow up training
- Completed addition skill call deescalation
ACCOUNT MANAGER / RECOVERY TEAM LEAD
14 Years 1 Month- Team lead who led a Team of 8 in day to day operations collecting on past due loans and ensuring work flow and productivity was completed.
- Conducted 1 on 1s with teammates to go over numbers and provide and coaching or feedback
- Conducted interviews of potential new hires to the team
- Conducted coaching and corrective action measures with teammates.
- Conducted meeting with teammates quarterly to discuss any policy or company changes that have taken place
- Managed team recordkeeping and tracked daily production and inventory use for senior management.
- Contributed to successful quality control initiatives and implemented new strategies to improve employee work.
- Resolved client billing problems by collecting direct payments and setting up payment plans.
- Rescued accounts receivable delinquency with good customer relations skills and expert knowledge of available payment options.
- Investigated and resolved balances through proactive communication with external and internal customers.
- Prevented returns to delinquency through strong follow-up strategies for different types of accounts.
- Educated customers about balances and delinquency issues with detailed documentation of identified problems.
- Made long-lasting impact on issues impacting recurrent account delinquency by giving management regular feedback on front-line collections trends.
- Handled outbound collection telephone calls with consistent service quality and excellent success rate.
- Prevented balances from exceeding limits with knowledgeable recommendations on needed increases to customers' limits.
- Convinced customers to make immediate payments using persuasive techniques and in-depth knowledge of [Type] rules.
- Educated customers about the terms of contracts and payment requirements.
- Helped customers get back on top of payment demands by setting up accommodating plans.
- Contacted insurance companies to check on status of claims payments and write appeal letters for denial on claims.
- Handled administrative tasks expertly, including updating accounts and producing professional business correspondence.
- Handled stressful situations professionally and multitasked with ease.
- Answered customers' questions about products, prices, and availability.
- Accomplished multiple tasks in a fast-paced environment.
- Prepared schedules and assignments to meet short- and long-term business demands.
- Monitored employee work to assess performance and identify knowledge gaps.
- Cross-trained staff in secondary roles to expand operational diversity.
CREDIT AND COLLECTIONS MANAGER
2 Years 1 Month- Lead a team of four account managers in day to day operations in regards to selling and collecting on accounts.
- Conducted 1 on 1s and coaching’s with team members
- Trained teammates on new protocols set from management
- Maintained customer satisfaction using relationship-driven approaches and strong conflict mediation skills.
- Enhanced team performance by recruiting, hiring and training qualified staff members.
- Controlled risk with effective approval and rejection processes.
- Established rapport with individual or business customers to provide individualized assistance and maintain loyalty.
- Secured assets, records and securities using clear custody and control procedure
- Oversaw day to workflow in rent to own company similar to rent a center and Aarons , responsible for sales ,collections , delivery and repossessing of mechandise
SECURITY GUARD SUPERVISOR
3 Years 8 Months- Visited site locations to assess security team performance and articulate improvement strategies.
- Coordinated employee schedules to maintain proper coverage for facility security needs.
- Analyzed and corrected daily operations issues to increase quality of security service delivery.
- Verified correct resources allocation, assessed customer security needs, and coordinated manpower to meet demand.
- Monitored building security and team activities using CCTV and foot patrols.
- Oversaw work of on-site security staff to maintain optimal guest security standards.
- Prepared thorough reports detailing equipment or property damage, theft, presence of unauthorized persons, or unusual occurrences.
- Increased employee morale with successful coaching, training, and relationship management of direct reports.
- Worked professionally with first responders and law enforcement during emergencies.
- Detected, apprehended, and removed unauthorized persons from premises.
- Kept team members operating at same level and in compliance with standards by continuously monitoring performance.
- Identified tampering, vandalism, and criminal activities and implemented proper corrective actions.
- Monitored entire premises daily via direct patrols and CCTV.
- Developed and updated procedures for security team.
Assistant Store Manager
2 Years 5 Months- Scheduled and delegated assignments to maximize coverage.
- Maintained optimal inventory levels to control costs and meet store demands.
- Coordinated solutions to resolve escalated customer service issues.
- Completed cycle counts and implemented loss prevention strategies to manage inventory.
- Liaised with store manager to meet revenue goals.
- Ran promotions and in-store events to increase sales.
- Delivered products of consistent quality to customers by working directly with vendors on delivery and production issues.
- Eliminated waste at various levels, regularly reviewing team activities and records to spot and resolve problems.
TELEMARKETING SPECIALIST
2 Years- Answered warm inbound calls from potential customers answering advertising solicitations.
- Managed productive calls by maintaining control and using scripts to overcome objections.
- Kept callers focused on products and benefits with skilled call management.
- Opened and updated customer accounts with personal information, payment methods and order details.
- Fielded wide-ranging questions and consistently encouraged customers' interests in products.
- Persuaded potential customers to purchase [Product or Service] with prepared sales talks.
- Moved customers swiftly through sales process by scheduling appointments for presentations and personal meetings.
- Fixed problems with equipment using troubleshooting and repair abilities.
Education
Associates - business
Skills
Efficient work planning supported consistent task completion and deadline control.
Thorough issue research strengthened problem understanding and informed action.
Accurate recordkeeping improved documentation quality and access to information.
Strong social perceptiveness supported effective communication and team interaction.
Careful planning kept priorities organized and work moving smoothly.
Clear communication improved coordination with teams and stakeholders.
Project planning contributed to organized execution and steady progress.
Well-written communication supported updates
documentation
and follow-up.
Quality assurance protected consistency and compliance across deliverables.
Critical thinking improved decision-making across complex situations.
Complex problem-solving resolved issues through structured analysis.
Coordination kept tasks
people
and timelines aligned.
Google Drive use supported organized file sharing and collaboration.
Multitasking kept multiple priorities progressing at once.
Timeline
MSR
PENFED
2022.02 - CurrentRead More
ACCOUNT MANAGER / RECOVERY TEAM LEAD
CNAC BYRIDER
2012.10 - 2022Read More
CREDIT AND COLLECTIONS MANAGER
PREMIER RENTAL PURCHASE
2010.09 - 2012.10Read More
SECURITY GUARD SUPERVISOR
SECURITAS
2009.01 - 2012.09Read More
Assistant Store Manager
TIMEWISE SHELL GAS STATION
2007.01 - 2009.06Read More
TELEMARKETING SPECIALIST
WEST TELEMARKETING
2005.01 - 2007.01Read More
Hallmark university
Associates from business
Read More