Terri Cook Email & Phone Number

Greater Milwaukee Area

Oversee customer service and collection operations in a company specializing in providing a full line of services to municipalities and toll providers across the nation.

* Leadership of a large, multi-regional inbound contact center operation with 400+ employees and call volume of more than 3M calls per year.* Responsible for functional areas of Operations, Human Resources, Quality, Work Force Management, Information Technology, Facilities, and Reporting* Maintain and mentor a highly effective leadership team consisting of 7 managers and 25 supervisors with ultimate responsibility for recruiting, hiring, training, and coaching frontline staff of up to 250 retention agents and 100 sales agents* Delivered consistent performance and continuous improvements in key metrics/measures of Service Level, Average Handle Time, First Call Resolution, Revenue per Call, Net Promoter Score, Disconnect Rate, Retained Revenue, Adherence, Compliance, Shrinkage, Closing Ratios and other elements critical to effective and efficient call handling and profitable growth

Direct all operations for Rockford location of this privately held outsourced call center. Recruit, train and develop employees, and manage all HR and facility functions. Established and opened fully functional, top-performing location in under four months. Manage staff of 200.Highlights:* Designed recruiting/onboarding process, improving employee quality. The Connection needed 250 agents for temporary project with the IRS and did not have process in place. Created process including pre-screen and written assessment enabling company to hire quality temps and hit time and scheduling goals within two days. * Developed performance management system, boosting sales. Agents were responsible for selling more than 50 products, and most were not meeting goals. Researched situation and worked with marketing to determine most desired products. Created program, targeting top three products and increasing sales 50% within three months.* Customized program, saving call time. New application designed to cut call time was not working in remote offices causing time and customer dissatisfaction. Discovered that a few tasks using specific programs were causing all problems. Worked with IT to create new program, resolving all issues and saving 27 seconds per call.

Developed strategies to increase quality, customer service/productivity in the repair division of this $5B telecomm company. Led team of 400 servicing 870,000 phone and 325,000 data customers across 30 states. Controlled $12M budget.Highlights:* Created process to track/route client issues. TDS did not have ability to determine product issues or time spent trouble shooting by product. Changed use of wrap field in call-handling application, enabling company to tie issue to ticket and create detailed report for targeted improvement plans. Reduced total issues 10% month-over-month.* Initiated improvement plans, enhancing customer service. Improved data collection at TDS provided details around number, type and time to resolve each issue as well as most commonly elevated issues. Created improvement plans, reducing total call-to-resolution time from 26.3 to 15.53 hours.* Established profile process, enriching customer experience. Key TDS customers were dissatisfied with trouble resolution and larger customers wanted single point of contact, not possible in 24/7 coverage environment. Created electronic format to store customer information and developed database to create follow-up tasks. Trained agents on new tools and coded priority customers. Reduced escalation calls from three per week to one per month.