Terry Harris
Howard City,MI
Summary
Excelled in enhancing customer satisfaction and retention at Charter Communications, adept in conflict resolution and effective communication. At Walmart, I leveraged problem-solving abilities to boost customer satisfaction and foster a positive, collaborative work environment. Excelled in administration and management at Walmart as the personnel/training coordinator, achieving significant improvements in team performance and customer service standards. Always friendly, respectful, and happiest when I have made a positive impact on someone’s day.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Fifth Third Bank
12.2024 - Current
- Assisted customers with inquiries, providing accurate product information and resolving issues promptly. Utilizing adaptive problem solving skills to provide the best solutions to concerns.
- Processed transactions efficiently while adhering to company policies and regulations. Staying current with new policies and new situations which could affect customers.
- Learned various banking and office management systems to provide service and communicate with teams, as well as maintain numerous performance metrics.
Volunteer
Michigan United Action
07.2024 - 11.2024
- Used strong interpersonal communication skills to convey information to others, particularly information regarding voting rights.
- Represented organization positively and professionally while providing community with awareness.
- Mentored and recruited new volunteers, fostering a supportive and inclusive team environment.
- Gathered opinions and support from grass-roots supporters to solidify group position.
Retention Specialist
Charter Spectrum
10.2023 - 06.2024
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
- Increased customer retention rates by developing and implementing effective loyalty strategies.
People Lead
Walmart
09.2019 - 10.2024
- Oversaw employee retention strategies aimed at reducing turnover rates while maintaining a motivated workforce.
- Delivered high-quality customer service by addressing concerns promptly and effectively resolving issues.
- Facilitated conflict resolution between team members, fostering an atmosphere of trust and collaboration among colleagues.
- Mentored junior staff members to enhance their professional growth and improve overall team performance.
- Led change management efforts during organizational transitions, mitigating disruptions and maintaining morale among team members.
- Established clear expectations for employees, fostering a culture of accountability and high-performance standards.
- Implemented data-driven strategies for continuous improvement in team performance metrics.
- Championed diversity initiatives within the workplace, promoting inclusivity and equal opportunities for all employees.
- Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
- Devised hiring and recruitment policies for Number-employee company.
Customer Service Manager
Walmart
07.2013 - 09.2019
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Improved team morale by establishing recognition program for exceptional customer service.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Customer Service Representative
Walmart
10.2010 - 07.2013
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Cross-trained and backed up other customer service managers.
Residential Life Assistant
Ferris State University
09.2004 - 11.2009
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Greeted guests in with friendliness and professionalism.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Education
Bachelor Of Arts - History
Ferris State University
Big Rapids, MI05.2008
Skills
- Administration and management
- Interpersonal Skills
- Conflict Resolution
- Problem-solving abilities
- Effective Communication
Timeline
Customer Service Representative
Fifth Third Bank
12.2024 - Current
Volunteer
Michigan United Action
07.2024 - 11.2024
Retention Specialist
Charter Spectrum
10.2023 - 06.2024
People Lead
Walmart
09.2019 - 10.2024
Customer Service Manager
Walmart
07.2013 - 09.2019
Customer Service Representative
Walmart
10.2010 - 07.2013
Residential Life Assistant
Ferris State University
09.2004 - 11.2009
Bachelor Of Arts - History
Ferris State University
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