Terri Elrod
Dillsboro,IN
Summary
Professional with substantial experience in contact center operations, poised to drive team performance and enhance customer satisfaction. Expertise in managing teams, optimizing workflows, and implementing strategic initiatives to improve efficiency. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic environments. Skilled in conflict resolution, performance monitoring, and process improvement to consistently achieve targets and elevate service standards.
Overview
14
14
years of professional experience
Work History
Contact Center Supervisor
LYP Health Management
Knoxville, TN
04.2018 - 03.2026
- Supervised daily operations of contact center, ensuring adherence to service standards and protocols.
- Trained and mentored staff on effective communication techniques and customer service best practices.
- Monitored call metrics and generated reports to identify areas for performance improvement.
- Implemented quality assurance processes to enhance customer satisfaction and operational efficiency.
- Resolved escalated customer inquiries by employing conflict resolution strategies to enhance retention.
- Collaborated with management to develop training programs tailored to team needs and goals.
- Analyzed performance data to drive strategic decisions and improve overall team productivity.
- Led initiatives to streamline workflows, resulting in improved response times and service delivery consistency.
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Directed, guided, coached and mentored team of 45+ agents and surpassed individual and corporate goals.
Team Leader
Humana
Cincinnati
02.2012 - 06.2016
- Oversaw daily operations, ensuring team adherence to safety and quality standards.
- Implemented process improvements, increasing operational efficiency across workflows.
- Monitored team performance, providing constructive feedback to drive individual development.
- Fostered a collaborative environment, enhancing communication among team members and departments.
- Led cross-functional initiatives to streamline processes and improve overall productivity.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Assisted in recruitment to build team of top performers.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
Education
High School Diploma -
Princeton High School
Cincinnati, OH05.1991
Skills
- Call monitoring
- Strong leadership
- Employee engagement
- Training coordination
- Coaching and mentoring
- Document management
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Organizational skills
- Active listening
- Effective communication
- Adaptability and flexibility
- Decision-making
- Product knowledge
- Conflict resolution
- Goal setting
- Professionalism
- Public speaking
- Complaint resolution
- Adaptability
- Written communication
- Data analysis
- Professional demeanor
- Performance management
- Performance evaluations
- Performance metrics
Timeline
Contact Center Supervisor
LYP Health Management
04.2018 - 03.2026
Team Leader
Humana
02.2012 - 06.2016
High School Diploma -
Princeton High School