John A Terry (Tony)

**** ******** ** ****** **** Fl 32792

407-***-**** ad06go@r.postjobfree.com

Contact Center Professional

Dedicated and results-driven professional qualified with over 20 years of experience within the Retail/Sales, Operations, Customer Service, and Call Center industries. Pursuing a new and challenging role that will utilize my experience

Areas of Strength

Process Improvement Team Building and Motivation Knowledge Development

Standardization/Simplification Exceptional Sales Results Initiative Support

Contact Center Efficiency Employee Engagement Coaching and Development

Personnel Development Communication Vendor Management

Professional Experience

Sun Lovers Pool Side Sales- Orlando, Fl February 2023 - Present

Retail Manager

* Managed 3 different location within Sheridan Resort

* Provided customer service to the guest of the resort in regards to poolside items

* Interviewed and Hired new employees

* Provided coaching on how to improve Sales

* Create weekly schedules

* Handle Payroll

* Order Inventory for each location

Asurion – Orlando, FL October 2017 - September 2022

PSS Supervisor

• Assisted OMs with site directives to increase engagement and sales performance

• Coaching and guiding my team to ensure professional growth and attainment of maximum potential

• Creating and delivering accountability and action plans for continued improvement and progression

• Partnered with Training to improve speed to proficiency in regards to sales for new hires

• Appointed Lead for all documentation in our Org for BPTP and Helix approval

• On-Boarded new Coaches and Partnered with underperforming Coaches to increase their team performance

• 1 of 5 Captains in the site responsible for partnering with OMs to help run the Org

JP Morgan Chase– Lake Mary, FL September 2002 - August 2017

Payment Reserch / Customer Care Unit

Research and resolve misapplied and misposted payments

Handle overflow calls from other departments

Assist card members with payment escalation questions, issues or concerns Took escalated supervisor calls from advisors to resolve card members issues or concerns

Handled account maintenance and research for Team Managers

Helped advisors with escalated card member issues

Took escalated supervisor calls from advisors to resolve high level cardmember issues or concerns l Provided excellent customer satisfaction and focused on retention

Elite Client Services

Assisted High Net Worth clients with their everyday needs by providing superior service

Took escalated supervisor calls from advisors to resolve cardmembers issues or concerns

Handled account maintenance and research for Team Managers

Helped advisors with escalated card member issues

Relief Trainer

Provided new hire training on policy, procedures, customer service, credit card rules and regulations l Helped with reoccurring training for tender advisor on new products, re-pricing, and adverse actions

Worked closely with new or existing advisors that needed assistance with lowering average handle time, selling products, and providing one call resolution

Sales Coach

Monitored Advisors on sales evaluations, techniques, and rebuttals

Organized side by sides with advisors to coach them on lead-ins, buying signals, and proper rebuttals

Held weekly and monthly contests

Set team goals based on run rates

Handled team huddles

Trained advisors on new products and scripting

Customer Service Advisor

JPMorgan Chase & Co, September 2002-February 2004

Handled incoming calls in a fast paced environment for cardmember requests, questions or concerns

Helped cardmembers with complex services and transaction requests

Successfully sold various products including Home Equity, Privacy Guard, Chase Payment Protector, Fraud Detector, and Hotline

Bank of America Seattle Wa February 1999- July 2002

Collector ll/Credit Risk Operations Team Lead

Monitored representative calls for quality and coaching purposes

Trained new hires on effective collecting practices and promise to pay techniques

Took escalated calls from representatives within the bank to resolve customer issues

Responsible for resolving delinquent consumer loans

Provided everyday banking sales solutions for basic deposits products and consumer loan products l Ensured satisfactory completion of referral through timely follow ups

Recognition

Top 5 in the Enterprise for Top Sales multiple times in 2019 and 2020

• Sales Coach of the Year (2019)

• Sales Coach of the Quarter (2nd 2020, 4th 2020 and 2nd 2021)

• Annual #ONETEAM Award (2020)

• 2020 Superhero Award

• Yellow Belt Certified

• Excels rating each month for over a year

• Consistently receive the highest ratings on annual reviews

* Bank Of America CELA Quarterly Award 2002 &Yearly Award 2002

Contact this candidate