Terence Gray
Granger
Summary
Results-driven customer service professional with a proven track record of providing exceptional support. Utilizes strong communication and problem-solving skills to address customer issues effectively. Demonstrates a history of exceeding productivity and quality targets in high-volume environments. Builds and maintains long-lasting customer relationships through excellent service.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Learning Manager
Amazon
Bristol
04.2024 - Current
- Drove site performance and network-wide learning initiatives as an active member of the FC Leadership Team by partnering with operations, ACES, and PE Field Teams to align training with core business goals.
- Enhanced key business metrics, including safety, quality, and productivity, by utilizing data-driven strategic plans and Continuous Improvement (CI) methodologies to optimize learning organization workflows.
- Guided the operational strategy and financial learning inputs for the Fulfillment Center by constructing executable plans from complex data sets to ensure 100% preparedness for process changes and implementations.
- Maximized overall productivity and professional development of a team of training specialists by establishing and auditing department Benchmark standards and implementing corrective actions to sustain high performance.
- Streamlined communication across Finance, Operations, and external Business Partners by setting clear objectives and identifying appropriate forums to ensure cross-functional alignment on site goals.
- Exceeded targeted safety and compliance metrics by overseeing the day-to-day operations of the learning organization, including mandatory associate and manager onboarding, and training.
- Ensured 100% adherence to site policies and standards by conducting regular audits of learning organization performance and simplifying complex regulatory information into actionable training module
AREA MANAGER
Amazon
Detroit
07.2021 - 04.2024
- Taking corrective action when necessary, maintaining a high level of performance and adherence to guidelines.
- Designing, managing, and supporting recognition programs to motivate and appreciate team members.
- Prioritizing and supporting safety programs, and ensuring compliance with OSHA regulations, to create a secure work environment.
- Overseeing building security and implementing measures to prevent product loss.
Call Center Representative
Proctor Financial Inc.
Daytona Beach
07.2020 - 07.2021
- Managed a high volume of inbound calls, ensuring timely and effective resolution of customer inquiries.
- Consistently met call-time and quality standards by adhering to company policies and scripts.
- Pursued training opportunities to enhance customer relationship management skills and boost satisfaction scores.
Education
B.S - Criminal Justice, Psychology
Bethune Cookman University
Daytona Beach, FLSkills
- Microsoft Office Suite
- CRM Systems
- Data Entry and Analysis
- Documentation and Reporting
- Effective Communication
- Employee training
- Learning development
- Compliance auditing
- Performance management
Certification
Juvenile Justice Reform Certificate
Timeline
Learning Manager
Amazon
04.2024 - Current
AREA MANAGER
Amazon
07.2021 - 04.2024
Call Center Representative
Proctor Financial Inc.
07.2020 - 07.2021
B.S - Criminal Justice, Psychology
Bethune Cookman University