Luke W. Terry Email & Phone Number

College Station, Texas, United States

Leads the training, coaching and development of all Test & Declare Managers through weekly meetings, 1:1’s, and development plans – strong focus on customer communications, prioritization, and project management. Owns & maintains the process for SOP reviews and updates to ensure all Test & Declare Managers are well-versed in the policies. Oversees the tactical day-to-day operations of the Test & Declare Management team including: event schedules & assignments, rotating on-call schedules, vacation requests, expense report approvals, etc. Defines and tracks Key Performance Indicators (KPIs) throughout the Test & Declare Management team to identify areas of success, improvement, and continued development. Identifies & drives improvement projects in the Testing and Declaration process and work with senior leadership on implementing those improvements. Manages customer escalations in close collaboration with senior leadership and sales leaders to maintain a high customer experience. Works closely with other members of Recovery Services Leadership to identify solutions for any customer facing challenges. Processes reports through Agility’s various software systems to outline activity volume and identify activity trends throughout the year. Create and direct campaigns around proactive customer outreach for testing and recoveries to drive customer utilization. Track and manage customer post-event feedback through survey dashboard to identify Customer NPS and CSAT scores.

Bryan/College Station, Texas Area

• Plans, oversees and documents the coordination of a client’s recovery test and their interactions with Agility’s Operations team and maintains the relationship through the entire test process.• Works with the client to identify their needs and the goals of the test and recommends testing solutions and scopes by reviewing the client’s needs, specifications, and requirements. Conducts pre-test calls; determining specifications, timetables, pricing, and manages their testing experience from pretest to post-test. • Schedules client tests and arranges for applicable resources, including, support staff, facilities and equipment. Works with technical support teams to expedite resolution of issues identified during test. Verifies test configurations with clients to ensure accuracy of hardware and operation system configurations.• On-call through a 24/7 rotating schedule. First call responder and communicator for all activities related to recovering businesses during and after a crisis. Supports Agility’s clients in the event they are having a disaster that is affecting their business. • Plans, oversees and documents the coordination of the client’s recovery by understanding, leading, advising, and coaching as required through a recovery following a disaster. Manages client expectations resulting in high customer satisfaction as well as increased customer retention. • Ensures effective communication and documentation both internal and external resulting in increased client satisfaction. Coordinates internal Agility resources (technical, logistics, network, and mobile groups) to build an effective response to the clients’ disaster situation. Takes ownership of client issues, following problems through to a resolution.

Bryan/College Station, Texas Area

One of three coordinators that oversaw the implementation of Slate CRM software for dozens of stakeholder groups across the University system, including all Colleges, the Corps of Cadets, Prospective Student Centers, National Recruiting, TAMU Galveston, and more. Project Manager over an 8-person Admissions team tasked with a high-priority project to migrate the entire Freshman Holistic Review process from a proprietary TAMU system into Slate between May - August 2019. This change affected about 40,000 applications annually. Cooperated with the Provost I.T. Office (PITO) with regard to project compliance, user/group roles, and the facilitation of student records into the Slate CRM database. Tasked with creating and providing all project documentation, including the Project Charter, Project Timeline and Scope, Risk Analysis, and Record Retention Policy. Responsible for controlling user access in Slate for hundreds of TAMU personnel, creating end-user documentation, building website forms and communication campaigns, and consolidating data collected by Slate. Routinely met and collaborated with the leadership from all stakeholder groups.

Bryan/College Station, Texas Area

Project Manager for all activities related to Business Continuity/Disaster Recovery testing and declarations. Responsible for every aspect of the client event, from start to finish. Reviewed contracts drafted by Inside Sales department to confirm it met clients’ needs. Worked with clients to prepare and execute BC/DR Tests and Declarations. Created debrief reports and submitted recommendations to clients following the event. Responsible for all assets and equipment for events. Created itineraries and managed travel arrangements for all Rentsys personnel involved in the event. Documented all costs post-event, reviewed and approved all personnel expense reports and client invoicing related to the event. Coordinated and was onsite for 14 events in 2018; was the primary manager for 8 of them. All 8 events were completed at or under budget, with all onsite delivery arrivals ahead of schedule, and total client satisfaction. Responded to emergency declarations and worked around the clock with Rentsys teams to deploy Mobile Recovery trailers and equipment to North Carolina and Florida after Hurricanes Florence and Michael, with successful onsite response times of under 24 hours.

Bryan/College Station, Texas Area

Technical writing including updating internal manuals with new information and revising outdated information. These documents are utilized by hundreds of personnel that handle Key Control products across the world and directly impact how they are installed, supported, and troubleshot with 30,000+ customers. Subjects include: Building, Assembly, & Modification; Quality Control & Testing; Product Features & Basic Operations; Policies & Procedures; Internal Training; Troubleshooting; Customer Guides; Bill of Materials. Worked directly with the Manufacturing department to ensure all new products were documented clearly and correctly to avoid errors during the initial production phase. This consistent communication lead to positive revisions of our documentation, along with modifications and enhancements to the physical product. Hardware Evaluation and Software Quality Assurance Testing for Key Control. Hardware testing included desktop PCs, small form factor PCs, servers, and proprietary hardware related to asset control products. Software testing included the Key Control proprietary software and the Microsoft Windows OS images responsible for supporting the software. Submitted over 120 detailed reports and proposals to the Product Backlog to improve our proprietary software. These reports led to 10 new software versions over a period of 4 years that enhanced our software product based on customer needs. Assembled, tested, and prepared all demo units for 2019 National Automobile Dealers Association (NADA) convention. KeyTrak was selected as an AutoSuccess Best of the Best NADA 2019 company at the conference. Worked alongside New Product Development to help integrate an acquired product line with our support group and ensure existing clients experienced no downtime and complete satisfaction. Presided over multiple conference calls with dealership management and NPD to formulate ideas to enhance the product line.

Bryan/College Station, Texas Area

Trained on all 10 products that are supported by Key Product Support. Customer service (both in office and on-call after hours) including over 4400 customer calls handled as of December 2017. Customers include auto dealerships, multifamily apartment complexes, universities, commercial facilities, law enforcement and correctional institutions, and government agencies including the Department of Defense. Consistently tasked with assisting and restoring "down" clients in the most efficient, reliable, and cost-effective way possible. While a customer is down , their assets are exposed and their business activity halts - this involves potentially millions of dollars in property and hundreds of prospective consumers. Volunteered to learn, document, and support new products obtained through acquisitions.Provided management with detailed reports of a customer's history and timelines of possible systemic issues that occurred over an extended period of time, allowing our department to pinpoint and eliminate their reoccurring problems.

Minor In Economics, Economics

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General