Customer Service Technical Support

Terry Grant

Specialized Technical Support

IQOR/T-Mobile

Management professional attuned to the ever-changing needs of business. Accomplished and integrity driven professional offering over 3 decades of business success in exceeding KPI targets/goals with a robust concentration and enormous success in customer service management. A proven track record of effective leadership, team development and change management. A visionary and critical thinker that is passionate about improving processes and developing people. E X P E R I E N C E

Specialized Technical Support

IQOR, Richardson TX August 2019- Present

• Assist peers with daily questions while maintaining and exceeding service level objectives.

• Consistently promotes use of tools and resources by my team and newly hired

• Lead team huddles to increase team knowledge and skillsets while maintaining a positive team culture

• Trusted to lead team in decision making with proactive one touch handling

• Investigate, Evaluate, & Resolve a large volume of technical issues Monthly

• Active Participant in additional roles of Continuous Improvement and Employee Engagement to strengthen the work environment.

• Assist peers with use/learn online resources and share best practices for success

• Mentor and trusted advisor to my peers and new hires who did not have previous technical experience

• Demonstrates the following competencies at a high level: o Adaptability/Change Management

o Problem Solving/Process Improvement

o Customer Focus

o Decision Making & Judgment

o Teamwork/Collaboration

Sales Agent

Mercedes Benz, Dallas, TX September 2017 – August 2019

• Assisted with AAA

• Responsible for managing setting up setting up Emergency security features throughout the vehicle, also assisted customer with setting up Concierge, and Wi-Fi

• Maintained a minimum of 15,000 in sales monthly

TERRY GRANT

EDUCATION

TEXAS COLLEGE – Tyler, TX.

• B.S Business Management

LICENSES & CERTIFICATIONS

• Cornerstone LMS

Technical Support

PROFESSIONAL AWARDS

Multiple Remarkable awards from

leadership for demonstrating

Initiative on my team and within my

demand pool.

Top Tech Award

PROFESSIONAL AFFILIATIONS

Completed “Top Team Technical

Support” program

Completed Leadership programs:

• Supervisory Management

• Time Management

• Personal Leadership

• Effective Communication

• Served as business liaison between new/existing clients and employee/contractors by handling question, tracking and monitor renewals.

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