Terrence Jones Jr
Chatsworth
Summary
Dynamic sales leader with strong customer service skills and a proven track record at AT&T.
I'm proud to have inhibited a loyalty and longevity factor where i have been with the two organizations,brand names, albeit in different capacities, for 24 years with At&t and for 10 years with public storage respectively.
I am a Sales professional with a robust background in retail and customer service management. Known for driving operational efficiency and fostering a collaborative team environment to achieve sales targets and customer service efficiency at a high level. i have been a valued team member due to my penchant for adaptability, reliability, and effective problem-solving skills.
Every vocation is predicated by the effectiveness of the team dynamic...without success in that arena, more than likely efficiency and profitability will suffer...
My aIm Is to seamlessly Ingratiate myself within the company dynamic and maintain or enhance the customer service acumen that already exists or at the least assist my team members in raising the bar to new heights....my ability to adapt to my work responsibilities is a trait that i will depend on in order to be the best i can be with respect to your organization. i look forward to the opportunity
Overview
2
2
Languages
34
34
years of professional experience
Work History
Sales Floor Supervisor
AT&T Call Center
Van Nuys, CA
01.2005 - 12.2022
- Supervised daily operations, ensuring adherence to company policies and procedures.
- Trained and mentored new staff on sales techniques and customer service protocols.
- Analyzed sales floor performance, identifying areas for improvement and implementing strategies.
- retention center environment...objective was to assist call center reps to save customers without compromising company adjectives
- taking over calls to completion whenever a manager was requested by the customer or calls which were deemed excessive behavioral types where a standard rep was not able to handle all in all maintaining exemplary customer service ideals...these situations were handled via computer/phone and was not limited to our own office...calls from nationwide would be transferred for us to handle
- Resolved customer issues promptly, maintaining high levels of service quality and retention.
- Resolved escalated customer complaints professionally while maintaining company reputation.
- Implemented loss prevention measures to minimize shrinkage, contributing to improved profitability margins.
- assisted managers in all aspects of company business operations
- Motivated sales team to exceed sales quotas through friendly competition and other incentive programs.
- Developed strong and lasting rapport to improve customer service and retain valued clients.
- Overcame objections and closed sales while following company policies and legal requirements.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages...for example during covid protocol
Sales Team Manager
AT&T
Van Nuys, CA
01.2004 - 01.2005
- Led sales team to exceed quarterly targets through strategic planning and performance monitoring.
- Developed training programs to enhance team skills and improve sales techniques.
- Implemented CRM systems for streamlined customer management and tracking sales performance.
- Analyzed market trends to identify growth opportunities and adjust sales strategies accordingly.
- Conducted regular performance evaluations to drive accountability and professional development among staff.
- Attended sales training camp and brought best practices leadership back to company.
- .Mentored junior team members, sharing industry knowledge, best practices, and proven techniques for successful selling.
Customer Service Representative
AT&T
Van Nuys, CA
10.1998 - 01.2004
- Resolved customer inquiries and complaints efficiently through multiple communication channels.
- Provided accurate product information and troubleshooting assistance to enhance customer satisfaction.
- Trained new representatives on procedures and systems to improve team performance.
- Managed high call volumes while maintaining quality service standards and response times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts...these traits led to eventual promotion
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business....and more importantly no additional callbacks...had a knack for resolving issues the first time where a call back would not be necessary...initiated followups to ensure happy with resolution
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Participated in training programs to enhance product knowledge and customer service skills.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service managers.
Property Manager
Public Storage
Brooklyn, NY
12.1988 - 06.1998
- Oversaw daily operations of multiple storage facilities to ensure compliance with company policies.
- Developed and implemented marketing strategies to increase occupancy rates across properties.
- Trained and mentored junior staff on best practices in property management and customer service.
- Conducted regular property inspections to identify maintenance needs and enhance operational efficiency.
- complete maintenance of the facility...which included office efficiency...elevator operation and cleanliness...daily cleanse of the entire property interior...and street side as well especially during the winter snow/ice months
- standpipe and osha certified
- Managed tenant relations, resolving issues promptly to maintain high satisfaction levels.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
- Followed up on delinquent tenants and coordinated collection procedures up to and including auction process if necessary.
- maintained a cordial and business like relationship with the monthly vendors that frequented the auctions
Education
No Degree - Business Management
C W Post University
Greenvale, NYHigh School Diploma -
Cardinal Spellman High School
The Bronx, NY06-1984
Skills
- Sales strategies,cash handling,strong customer service skills
- Strong leadership qualities
- Willingness to learn, active listening
- team playerstrong team work and collaboration skills
- problem solver,Multitasker
- self reliant no need for constant micro management
- prompt, on time ,huge attention to detail
- Excellent and effective communication skills
- Customer satisfaction
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Sales Floor Supervisor
AT&T Call Center
01.2005 - 12.2022
Sales Team Manager
AT&T
01.2004 - 01.2005
Customer Service Representative
AT&T
10.1998 - 01.2004
Property Manager
Public Storage
12.1988 - 06.1998
No Degree - Business Management
C W Post University
High School Diploma -
Cardinal Spellman High School