TERRI L WILKINS

Columbia, SC *****

803-***-**** - ad4eew@r.postjobfree.com

Professional Summary

Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.

Skills

Team Leadership

Staff Management

Training Coordination

Timekeeping Abilities

Performance Appraisals

Call Volume Analysis

Quality Management

Troubleshooting Technical Issues

New Hire Orientation

Employee Coaching

Work History

11/2020 to Current

Operations Supervisor

Maximus – US

Motivated and trained employees to maximize team productivity.

Assisted in focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.

Supervised over 20 employees on multiple shifts, overseeing efficiency of call handling and project implementation.

Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Eased team transitions and new employee orientation through effective training and development.

Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.

Created clear and effective policies governing all aspects of employee work and interaction with customers.

12/2019 to 11/2020

Trainer II

Maximus – Blythewood, SC

Facilitated virtual instructor led training (VILT) classes.

Recorded and edited videos for use in later courses or by remote learners

Developed engaging presentations to maintain employee attention and improve impact of training.

Developed effective training manuals, modules and teaching aids.

Identified performance issues and suggested corrective action and/or termination for CSRs not meeting performance criteria.

Collaborated with management and Quality Assurance to actively develop a strong working relationship with all contact center personnel.

Held online conference call training sessions to accommodate off- site employees.

01/2018 to 12/2019

Senior Customer Service Representative

DXC TECHNOLOGY CO – Blythewood, SC

Offered policy guidance and management to promote asset protection.

Explained insurance policy options to clients based on their needs and goals.

Processed applications, payments, corrections, endorsements and cancellations.

Resolved issues quickly through meticulous research and quick decision making.

Followed up with potential producers regarding online information requests.

Assisted producers and hierarchy with contracting and commission inquires.

01/2017 to 08/2017

Intake Specialist

Life HME – Columbia, SC

Communicated directly with individuals and families to provide information about eligibility requirements, application details, payment methods and applicants' legal rights during intake assessment.

Interacted kindly with insurance providers via phone, email and written correspondence to obtain necessary documents to complete registration.

Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.

02/2012 to 05/2015

Customer Service Specialist II

AFLAC – Columbia, SC

Provided accurate and appropriate information in response to customer inquiries.

Interacted with multiple online systems while assisting customers.

Formulated and enforce Service Center policies, procedures and quality assurance measures.

Built search strategies based on customer requests for information services.

Assisted with development of call center operations, quality and training processes.

Cross trained in both Premium Processing and New Business applications verifying that information in company system was up-to-date and accurate.

Education

2012

Associate of Science: Nursing

Midlands Technical College - West, SC

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