Terence Morrison

Background

About Terence Morrison

As a highly motivated individual I have proven I can deliver results along with great conversations. I have successfully shown to myself and my peers that I can cope well under pressure and that I am extremely well organised. I have a clear and concise approach to problem solving whether it be on my own, or as part of a team. I am reliable, hardworking, punctual and determined. I also have a desire to learn and gain as much knowledge and experience as possible in the duties I will expect to undertake in a new role. Present Job - BT Business Online Specialist:> My current role is to fix customers PSTN and Broadband faults as well as fix any provision, billing or order issues that impact their service or billing.> Our main objective, is to make sure the issue is resolved first point of contact whilst identifying potential revenue in getting the customer into a better more cost effective package whilst ensuring the journey is flawless and quick.> In my 5 years with BT Business, I have taken control of Team Meetings, I have been the Site Lead for many targets such as Revenue Generation, Call handling time and Customer Surveys. I have been a member of our on-site Resolution Team, between May 2018 to November 2019, where I was an extension of Management, the point of contact for online advisors and other Resolution Teams in BT, with help offered in handling High Level Complaints.> During my time in BT, I have always put myself forward for CI lead among my peers. In the Resolution team I looked at ways to implement CI ideas that I had coming into the team from an online perspective and from an offline perspective to help improve the way we work and boost morale. Since re-joining my online team, I have been the point of contact for my peers when it comes to complaint issues, to be the point of contact for CI when it comes to PSTN/BB fault journeys and Billing journeys and the Team Lead for Revenue, where I try to engage each of my peers to identify new customers, re-signs of existing services and identify potential service upgrades (Cloud Solutions). I am always eager to better the understanding of each role I undertake and hope to flourish at my next experience.