Terry Bowling Email & Phone Number

Brentwood, Tennessee, United States

Nashville, Tennessee, United States

Directed the strategy for inbound & outbound call center operations in a start-up environment. Managed a 20K Sq Ft call center, had two direct reports, and oversight of an 87 person team. Ultimately responsible for facilities, engagement, attendance, business performance, and site technology. Reported directly to the Vice President of the organization and met weekly to give business updates. Managed all aspects of corrective actions and performance management. Partnered with HR on end of year process, writing and delivering performance reviews for all team members. • Oversaw a two day move from 40 seats to a 20K Sq Ft facility with 200 seats. Worked closely with IT to minimize downtime during transition. • Reduced new hire class attrition from 25% to 12%, saving the company thousands of dollars by working with L&D to transform the training materials and developing training that drove higher comprehension.• Delivered Medicare and Medicaid on screen patient care 18% above industry norms.• Worked in a startup environment, while scaling the business to twice its capacity in less than six months. • Managed a $2M annual operating budget and partnered with finance on cost effectiveness.• Reduced center attrition from 80% to less than 30% in less than six months. • Developed a robust rewards & recognition and diversity, equity, and inclusion program that drove retention. Conceptualized and executed the center’s $56K annual engagement budget. • Partnered with Marketing to build a bonus tracking system that appeared in agent’s dashboards to help front line engagement. • Met with Product, Analytics, HR & L&D weekly to drive continued front line and engagement and business growth.• Delivered an ADP extension that transitioned payroll from manual to automated, saving time, and reducing payroll errors.

Nashville Metropolitan Area

Directed the strategy and daily operations for the verification, collections, and legal functions for a financial services organization. Managed 13 direct reports with responsibility for a 148 person organization. Gained an in-depth knowledge of consumer lending, credit underwriting, Federal & CFPB regulatory compliance (Z/TILA, FCRA, FDCPA), and debt collection. Conducted periodic audits to assess documentation accuracy, assess organizational risk, root cause issues, and developed remediation strategies to improve accuracy. Assisted store and regional managers in supporting 110 stores nationwide and exceeding the organizational goal of achieving $80M+ in revenues per year. Worked cross functionally.● Named Volunteer of the Year in 2019 & 2022. The team contributed over 700 hours in 2022 alone. ● Improved Gallup internal employee satisfaction score to 4.6 from 3.1, a 41.5% improvement in one year. ● Achieved the lowest employee turnover at 36% versus an average of 100%.● Developed the organization “loan by phone” strategy delivering $4M in net new revenue per year and consistently exceeding a 36% conversion rate versus online performance of 16%. ● Redesigned Quality Assurance processes and tools, which resulted in a 26% jump in quality performance. ● Project Managed the development and implementation of a new chat queue and team in Puerto Rico. ● Ramped chat agents to handle 4 chats in the same amount of time as one average phone call resulting in a 36% reduction in operation costs. ● Improved site abandonment rates from over 30% to 21% through multiple strategies. ● Developed P&L from inception.● Conducted audits to identify potential risk and ensure regulatory compliance. ● Developed productivity metric in response to the Covid 19 pandemic and remote work. ● Consistently exceeded 10+ key performance indicators.● Recruited, interviewed, hired, and onboarded 14 new team members.

Nashville Metropolitan Area

Managed 13 direct reports and had responsibility for a 150+ person organization in a technical support/insurance call center environment. The team handled complex Verizon technical support, billing, and customer service inquiries. Drove key performance indicators such as first call resolution, Net Promoter Scores, quality assurance, average handle time, and call efficiency. Analyzed data, trends, and listened to calls to root cause gaps in performance. Developed monthly/quarterly strategies that included data analysis, team meeting content development, formulating training plans, identifying custom coaching plans, building effective outlier management strategies, and working cross-functionally to leverage resources to improve team performance. Ensured team complied with all Verizon policies, procedures, and contractual obligations. ● Had a 96% average employee engagement/satisfaction rating during tenure. ● Exceeded sales quota by over 80%, delivering top 5% team national results.● Completed the organizations advanced “Yellow Belt” Leadership training program, a yearlong program that provided training, on the job learning, root cause analysis, and effective coaching development techniques. ● Won a prestigious award from Verizon for annual performance, an award given to less than 5% of leaders. ● Served on the sites culture committee; developed multiple site contests, employee engagement events, and retention strategies. ● Assisted with ramping up a brand new technical call center that received calls on behalf of Verizon, Sprint, AT&T. Conducted extensive interviews, hiring, training, and onboarding new team members.

Nashville Metropolitan Area

Managed a high volume retail store which included building strategies to exceed sales goals, fostering a competitive yet customer focused culture, team management, inventory control, store merchandising, and all aspects of store operations. Analyzed historical data and trends to anticipate staffing needs and to develop strong sales strategies. Recruited, interviewed, hired, coached, and developed all team members. Trained team on consultative, solution selling, and educated them on Verizon product, services, cellular products, and the associate peripherals/accessories. .● Managed a store that produced $1.5M+ in annual revenue and a team of 30 store members. ● Exceeded annual sales quota by 80% for two consecutive years through development of employees. ● Maintained $500,000 plus store inventory and controlled inventory shrinkage to 4% month to month against the goal of 15%.● Analyzed scheduling and overhead costs to identify ways to maximize store profitability.

Bs | Bachelor Of Science, Business Administration (Ant. 2024)

Business Administration