Terrell Peterson Email & Phone Number

Las Vegas, Nevada Area

Operations SupervisorHire, develop, and guide agents into leadership roles.Present vital information on my team’s success and overall metrics to the client.Provided the agents with all the essential tools necessary to do their job in an efficient manner.Coach agents to improve performance KPI’s. Creating incentives and programs to help them be successful.Hold one on one’s with agents to keep open communications lines and accountability.Fostered a team atmosphere by having interactive team activities such as potlucks.Partnered with workforce management to ensure my agents were accountable to their schedules.Deliver weekly reports showing the success of my teams to operation managers/client.Tracked my team’s metrics and delivered end of day reports.Troubleshoot agent 3rd party vendor software on my agents desktop (Citrix, Workday, RTA, CMS, etc)Troubleshoot agent hardware issues (Mouse and Keyboard issues, Monitor issues, CPU issues, NIC issues, etc)Troubleshoot agent non-vendor software issues (Windows 10, Microsoft Office, Edge, Chrome, etc)Troubleshoot agent Avaya phones for connection issues and distributed and handled all phone extensions for the floor.Customer Service Representative Professionally handle high volume incoming inquiries from customers, clients, products and services. Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customer where applicable regarding products and services listed above. Resolve customer issues via one call resolution guidelines and/or escalated process. Meet or exceed company and client performance metrics.Maintain a balance between company policy and customer benefit in decision making.Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers.

Pleasant Grove, Ut

• Pack and fill shipping orders. • Scan product inventory. • Lift up to 60 pounds including continuous bending. • Able to read instructions and comprehend specifications.• Basic Computer Skills.• Attention to Detail.

Dixon, Ca

• Report directly to the Team Supervisor and support the CC Assistant Supervisor and the CC Specialist.• Provide support to the entire Customer Service team.• Take on additional functions and projects as required based upon operating necessity. • Handle high volume incoming customer calls while providing excellent customer service. • Duties include providing support to our customers and resolution to any issues they may have. • Perform general order research/processing and data entry.

Orem, Ut

• Cashier duties including handling incoming phone orders, online orders, walk in orders and garnishing plates to be served to customers. • Stocked front area and soda machine area hourly. • Busing tables by wiping down tables, chairs and vacuuming floors on downtime.

Pleasant Grove, Ut

• Handled orders, cancellations, returns, refunds and UPS\USPS delivery issues via inbound phone calls, emails and online live chats.• Answer tech support and customer service questions from Ebay, Amazon, Newegg, and buy.com. • Work directly with warehouse personal to keep stock status up to date and special requests for items and deliveries.

Salt Lake City, Ut

• Unload crates of student artwork from UPS.• Verify barcodes on each piece of artwork. • Use of forklifts to move the crates.• Use of box cutters to open each crate and box.• Use of UPC scanners to track each piece of artwork.

Lindon, Ut

• Stocked and refilled detail trailer with chemicals, towels, and other supplies before each job. • Wash, wax, and meticulously clean and recondition the interiors of exotic autos and multimillion- dollar aircraft's. • Complete customer invoices, handle cash, checks, credit cards and gift certificates.

Henderson, Nv

• Provided demographic surveillance of neighborhoods for potential sales territories. • Dispatch sales teams to neighborhoods for door-to-door sales. • Maintained a rapport with existing customers for quality assurance.

Lindon, Ut

• Technical troubleshooting for Helio cell phones and other devices sold at the retail stores.• Resolve common issues of repair and refer escalated issues to the appropriate tier. • Maintain a relationship with existing customers for quality assurance.

Provo, Ut

• Oversee and manage floor staff doing technical support, sales, data entry and dispatch. • Examined and resolved common issues to repair and/or dispatch technician support.• Follow-up with existing costumers regarding quality assurance issues.• Handled in-house collection calls and escalated to 3rd party collections when appropriate. • Complete daily data entry for dispatch and sales.

Computer Systems Networking And Telecommunications

Computer Systems Networking And Telecommunications