Terri Cook Email and Phone Number
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Over the course of my career I have been at the helm of strategies, operations, programs, systems, and teams that have produced strong outcomes for companies, including those in the toll and parking industry. After earning promotions at TDS Telecom, I have since progressed in high-level operating roles with particular emphasis on call centers at The Connection, Charter Communications, Inc., and currently Duncan Solutions. I specialize in implementing processes, procedures, metrics, and training, quality, incentive, and workforce planning and development programs and systems to help employees be productive, and excited and involved in their work. I am energized by motivating and inspiring people to overcome obstacles and perform at their fullest potential, particularly when it comes to improving first call resolution rate, reducing escalated calls and complaints, and increasing customer satisfaction. We have achieved exemplary results at Duncan Solutions over the past 4 years as evidenced by our BBB rating skyrocketing to A+. Previously, I led an escalation team that reduced average handle time from 9:30 to 8:10 while improving first call resolution from 85% to 87% and customer satisfaction from 88% to 90%. Additionally, I opened and operated a new call center for for an outsource vendor that become its top performing center within 180 days in key metrics (quality, average handle time/call) in side-by-side comparisons by client among 3 existing centers in the U.S. I am interested in networking with people who have a passion for the dynamics of the challenging call center industry and expanding the scope, level, and caliber of customer service. Please feel free to connect with me on LinkedIn.
Fagan Consulting
View- Employees:
- 314
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Sr. Operations ConsultantFagan Consulting Feb 2024 - PresentGreater Milwaukee AreaOversee customer service and collection operations in a company specializing in providing a full line of services to municipalities and toll providers across the nation.
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Director - Customer CareCharter Communications Oct 2011 - Jun 2014* 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 -
Call Center ManagerThe Connection Jul 2010 - Oct 2011Direct 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. -
Director Technical Customer OperationsTds Apr 1992 - Jul 2009Developed 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.
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Blackhawk Technical CollegeInstructor And Consultant 2001 - 2004
Terri Cook Skills
Terri Cook Education Details
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Strategy And Planning
Frequently Asked Questions about Terri Cook
What company does Terri Cook work for?
Terri Cook works for Fagan Consulting
What is Terri Cook's role at the current company?
Terri Cook's current role is Senior Operating & Leadership Executive - Tolling / Parking / Customer Service / Collections / Call Centers.
What is Terri Cook's email address?
Terri Cook's email address is rb****@****bal.net
What is Terri Cook's direct phone number?
Terri Cook's direct phone number is (888) 993*****
What schools did Terri Cook attend?
Terri Cook attended Saint Michael's College.
What are some of Terri Cook's interests?
Terri Cook has interest in Hiking, Exercising, Reading.
What skills is Terri Cook known for?
Terri Cook has skills like Call Centers, Telecommunications, Process Improvement, Customer Experience, Leadership, Call Center, Workforce Management, Contact Centers, Customer Service, Performance Management, Customer Retention, Customer Satisfaction.
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Terri Cook
Boulder, Co1gmail.com -
Terri Cook
Human Resources L Leadership L Training L Employee Engagement L Process Improvement L Facilitation Skills L Strategic Planning L ResourcefulShelbyville, Ky -
1aramark.com -
2everde.com, villagenurseries.com3 +171427XXXXX
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