Terri Cook Email & Phone Number

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.

Listed skills include Call Centers, Telecommunications, Process Improvement, Customer Experience, and 30 others.

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  Saint Michael'S College

  Strategy And Planning