Regina Terry

919-***-**** ad18b5@r.postjobfree.com Fuquay Varina, NC 27526

SUMMARY

Resourceful and client-focused Customer Service Manager with over 15 years of experience

leading teams in exceeding goals and customer expectations. Meticulous and results-oriented with

expertise educating employees on all stages of order cycle while recommending best options to

meet short- and long-term needs. Personable relationship builder with polished communications

skills. Boost customer service team productivity while maximizing customer satisfaction with

strategic call management and process improvement strategies. Skilled leader with excellent

relationship-building and administrative expertise. Accomplished in mentoring established

associates to drive continuous improvement.

SKILLS

Project management abilities Courteous demeanor

Quality assurance controls Staff development

Report generation Customer service

Problem-solving abilities Communication

Adaptive team player Friendly, positive attitude

EXPERIENCE

Workforce Management Specialist, Skybridgeamericas, September 2019-Current

Greenfield, MN

Handled all schedule-related requests, including PTO, shift swaps and overtime.

Determined appropriate schedules and made proactive adjustments to meet coverage and

service objectives.

Adhered to guidelines and enabled compatibility through effective analysis and

troubleshooting.

Oversaw daily calls, offline work and training to enhance business operations.

Customer Service Representative, skybridgeamericas, August 2017-September 2019

Greenfield, MN

Informed customers about billing procedures, processed payments and provided payment

option setup assistance.

Asked probing questions to determine service needs and accurately input information into

electronic systems.

Documented conversations with customers to track requests, problems and solutions.

Fielded customer complaints and queries, fast-tracking them for problem resolution.

Workforce Analyst, Xerox, October 2014-July 2016

Raleigh, NC

Collaborated with senior and department leaders to develop and implement workforce plans.

Created workforce planning and development models for quarterly scheduling and

processes.

Created and updated different documents, reports and spreadsheets with software such as

Excel.

Determined appropriate schedules and made proactive adjustments to meet coverage and

service objectives.

Developed new-hire training materials regarding all attendance and schedule matters.

Handled all schedule-related requests, including PTO, shift swaps and overtime.

Manager, Verizon, August 2003-July 2013

Cary, NC

Evaluated operational trends and made proactive strategy adjustments to maintain alignment

between performance and objectives.

Collaborated with staff to maximize customer satisfaction, streamline procedures and improve

bottom-line profitability.

Assigned tasks to associates to fit skill levels and maximize team performance.

Trained employees on additional job positions to maintain coverage of roles at all times.

Recruited and hired qualified candidates to fill open positions.

Remained calm and professional in stressful circumstances and when dealing with unhappy

customers, effectively diffusing situations.

Forecasted trends in expected business levels and adjusted labor and inventory to match

expectations.

EDUCATION AND TRAINING

Bachelor of Science

Political Science / Pre- Law, North Carolina Central University, Durham NC May 1988

Contact this candidate