Customer Service Sales

Janice D. Terry

|**** Mason Woods Court |********@***.*** |Home: 804-***-**** |

|Richmond, VA 23234 | |Cell: 804-***-**** |

Dedicated Team Leader / Customer Service Management with 20+ years of

experience in corporate financial settings. Consistently achieve record-

high customer satisfaction rankings and improvements to the bottom line.

Respected builder and leader of customer-focused teams; instill a shared,

enthusiastic commitment to customer service as a key driver of company goal

attainment. Lead by example and ensure customers receive a professional,

caring and timely resolution to their inquiry.

Areas of Expertise

|Leadership/Management |Customer Satisfaction |Motivator & Leader |

|Complaint Handling & |Enhancement |Teambuilding & |

|Resolution |Quality Assurance |Training |

|Operations Management |Sales & Margin Improvement |Cost-Reduction |

| | |Strategies |

| | |Event Planning |

Professional Experience

|ALLIANZ ASSISTANCE, - Richmond, VA |April 2006 - June |

|Team Leader |2012 |

Ensure each customer receives a professional, caring and timely resolution

to their inquiry.

Consult with team on identifying areas on opportunity to improve customer

service skills.

Accessible to team and serve as a mentor to ensure superior customer

service.

Served as initial "go-to" person for team to discuss customer concerns;

proactively identify solutions to customer issues; and resolve escalated

customer calls and issues.

Develop and motivate team members to demonstrate care and professionalism

with each customer.

Consult with team by providing timely and constructive feedback, identify

and schedule training opportunities, and initiate progressive discipline as

needed.

Audit daily performance.

Identify and recommend enhancements to process improvements.

Record and track timesheets accurately for team.

Develop individual and departmental goals for team members.

Conduct interviews with potential candidates

| | |

|WACHOVIA BANK - Richmond, VA |May 1998 - Oct. |

| |2005 |

Team Leader/Bank Officer,

Promoted to team leader/management position to recruit, train and supervise

23 Sales/Service Associates. Fostered an environment in which customers

enjoy high levels of service and employees are motivated to deliver top

performance.

Provided day-to-day guidance, feedback and direction for associates through

the use of tools such as; coaching, monitoring individuals/team inventory,

capacity, and service levels hourly and daily

Proactively developed, established and maintained the Quality Assurance

standards through Quality Control and Review

Handled all human resource information; payroll and interviewed potential

employees

Train sales service associates; responsible for scheduling the associates,

setting up training rooms and gathering and creating the training materials

used during and after training.

Worked closely with other departments and sites across the footprint to

ensure exceptional quality and service was met on a daily basis -

facilitated quality confer

Created forms to assist the associates in tracking their performance;

created incentive programs to reward the associates who improve their

performance in sales, quality and their overall performance. Several of the

programs were adopted by sales and service department

Team Leader/Bank Officer - Continued

Gathered, analyzed and reported data to upper management on the performance

trends of the team; coached teams to meet and exceed business determined

service levels.

Was accountable for working with Sales Leaders and Financial Specialist to

identify opportunities that helped develop the sales/service and retail

service associate's client relationship building skills

Implemented and facilitated monthly quality sessions with leadership team

to ensure that all teams were consistent and on one accord.

Ensured compliance with State and Federal Regulations; led associates in

the education and review of current company policies, operational

procedures, and changes to product offerings

Team Support Leader, 1999 - 2000

0. Assisted managers with daily team statistics by reviewing the

adherence/compliance and average handle time with associates and ensure

that departmental goals are met; assisted representatives with escalated

calls; also had weekly quality control sessions with the represntatives

Personal Service Representative, 1998 - 1999

0. Assisted customers, branch representatives, merchants and other

financial institutions, via phone and mail, with a variety of inquiries

regarding checking and savings accounts, installment loans, CDs, and

IRAs.

|CAPITAL ONE SERVICE/AMERICA ONE CORP. - Richmond, VA |Aug. 1994 - Oct. |

| |1998 |

Customer Service Senior Associate

Rotating Floor Representative/Help Desk; handled and resolved escalated

calls and more complex inquiries and problems forwarded by Customer Service

Associates.

Assisted managers with daily team statistics by reviewing the adherence,

compliance and average handle time with associates and ensure that

departmental goals are met, organize filing system, updated attendance

information, assist manager with special projects and reviewed company

policies and procedures with associates.

Supported management by conducting weekly team meetings with

representatives.

Provided information to customers regarding their various credit card and

cellular service accounts, made arrangement with clients to payoff

delinquent accounts help retain accounts and assisted customers with

consolidating credit accounts.

|RESPONSE MARKETING GROUP, - Richmond, VA |Jun. 1991 - Mar. |

| |1995 |

Telemarketing Supervisor

Helped create scripts to market new product.

Supervised up to 35 Telemarketing Representatives.

Trained staff on how to offer and close on products offered

Monitored staff to ensure that the proper policies and procedures were

being followed.

Organized and distributed daily work assignments.

|WORLD ACCESS SERVICE CORPORATION, - Richmond, VA |1987 - 1993 |

Bank Card Claims/Admin Supervisor

Created an environment where a group of 13-18 Claims Adjusters/5-6

Administrative Associates were equipped and well trained to provide a high

level of quality service and handle customer inquiries/claims efficiently

and accurately.

Completed and delivered monthly and annual performance evaluations.

Assisted company with transition from New York to Virginia. Helped trained

Virginia employees on company policies and procedures.

Conducted interviews and made job offers to potential employees.

Education and Training

|ADELPHI BUSINESS INSTITUTE - Brooklyn, NY |1984 |

ASSOCIATES DEGREE - BUSINESS MANAGEMENT/COMPUTER PROGRAMMING

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