Terry Hervey
Summary
Dynamic Account Manager with a proven track record enhancing customer trust and loyalty through effective problem-solving and retention strategies. Skilled in fraud prevention and consultative sales, customer retention, achieving notable client satisfaction. Excelled in building strong relationships and implementing efficient, detail-oriented processes.
Overview
22
22
years of professional experience
Work History
Member Service Representative
Travis Credit Union
04.2025 - Current
- Delivered exceptional member service by resolving inquiries and issues through effective communication and problem-solving.
- Coordinated account management processes to enhance member satisfaction and retention across diverse service channels.
- Cultivated strong relationships with members by actively listening to their needs and providing tailored solutions.
- Managed complex transactions while adhering to regulatory guidelines, ensuring a seamless experience for members.
Account Manager
Partsssource
07.2022 - 04.2025
- Resolved complex customer issues in a timely manner while maintaining positive relationships with clients.
- Managed a portfolio of accounts by providing timely support and guidance.
- Cultivated strong client relationships through proactive communication and problem-solving.
- Implemented account management processes to ensure delivery of quality service standards.
- Maintained accurate records of all client interactions in CRM system.
Card Investigations Tech
Randstad
10.2020 - 05.2022
- Utilized knowledge of bank products, policies and legal requirements to process work assignments within regulatory guidelines.
- Golden 1 credit union
- Identified customer activity deemed suspicious or potentially fraudulent and prepared reports for committee review.
- Assisted with compliance exams by gathering files, records and other pertinent information for review by compliance examiners.
- Reviewed and filed currency transaction reports submitted by branches within required regulatory-imposed timeframes.
Order Entry Clerk
First Legal
12.2018 - 03.2020
- Assist clients with orders, verifying information and keying information into client specific software system while providing excellent customer service.
- Receive and place calls and e-mails for client orders.
- Maintains a high level of confidentiality with regards to all internal, external matters and other material as deemed necessary.
Member Service Representative
Randstad, California Dental Association
03.2016 - 12.2018
- Provided exceptional customer service and ensuring satisfaction and retention of TDIC/TDIC-IS customers.
- Resolve complex coverage inquiries from policyholders via phone and email. This position also responded to escalated/complex inquiries from internal staff, and clients.
- Worked with Bay Alarm - Handle and bring to resolution, inquires from customers regarding service, billing, dispatch and any facet of account.
- Coordinate incoming calls and scheduling of sales follow up for all branch offices.
Retention Specialist
Education Credit Management Corp
05.2012 - 12.2015
- Ensures borrowers complete the rehabilitation program, made outbound calls to follow up on past due accounts, ensures accurate account billing activity.
- Negotiates and establishes a payment plan with the borrower, processed payments, ensure compliance with federal regulated guideline's, and provided excellent customer service.
- Meet and exceeded Dailey and month goals with 45 % above company average and received 99% positive customer survey results.
Sales Representative
Paintball International
05.2009 - 05.2012
- Promoting sales and prepare displays, made presentations at retail dealers conventions, called on individual merchants to advise on ways and means for increasing sales, provided excellent customer service, controlled inventory, problem solving, exceeding sales expectation, collections, and trained coworkers.
Retention Representative
Sprint
10.2004 - 04.2009
- In a call center setting talked to customers over the phone, and email to resolve there questions or concerns.
- Took ownership of the customers issue used active listening skill to build a repore with the customer find the root cause of the issue and resolve the issue to retain customers business.
- Analyze states to meet and exceed daily and monthly matrix.
- Deescalated call's using first call resolution.
Education
High School Diploma -
Calvine High School
CASkills
- Building Customer Trust and Loyalty
- Efficient and Detail-Oriented
- Customer Retention Strategies
- Fraud Prevention and Detection
- Complex Problem-Solving
- Retention Program Development
- Consultative Sales Strategies
Timeline
Member Service Representative
Travis Credit Union
04.2025 - Current
Account Manager
Partsssource
07.2022 - 04.2025
Card Investigations Tech
Randstad
10.2020 - 05.2022
Order Entry Clerk
First Legal
12.2018 - 03.2020
Member Service Representative
Randstad, California Dental Association
03.2016 - 12.2018
Retention Specialist
Education Credit Management Corp
05.2012 - 12.2015
Sales Representative
Paintball International
05.2009 - 05.2012
Retention Representative
Sprint
10.2004 - 04.2009
High School Diploma -
Calvine High School