Passionate advocate for diversity, equity, inclusion, and belonging, deeply committed to creating positive change in the world by fostering environments where everyone feels valued and included. Demonstrates consistent leadership through career progression and volunteer contributions to various organizations and causes, while maintaining a strategic mindset and dedication to empowering others.
Hi, I’m
Holly Terrill
Wichita,KS
Summary
Overview
16
years of professional experience
6
Certifications
Quote
The way to get started is to quit talking and begin doing.
Work History
GLSENWichita, KS
State Policy Fellow (Stipend Recipient)
06.2023 - Current
Job overview
- Advance GLSEN’s policy agenda in Kansas by mapping out policymakers and coalition partners with whom relationships could be built.
- Influence state and local officials to adopt inclusive and equitable public policy (school board members, state legislators, state and local education agency officials, chief state school officers, and Governors).
- Identify and mobilize additional volunteers who will increase our capacity to achieve public policy victories in the state.
- Prove successful working within tight deadlines and fast-paced atmosphere.
- Amplify the voices of communities in Kansas and in national campaigns to influence decisions made by the federal government.
Meritrust Credit Union
Director of Contact Center Operations
04.2020 - 02.2023
Job overview
- Oversaw diverse team of over 40 employees in providing exceptional service to members while placing strong emphasis on intersectional diversity, equity, inclusion, and belonging. Hired, managed, trained and developed staff, established and monitored goals, and conducted performance reviews.
- Motivated, engaged, and developed high-performing leaders, creating desirable working environment. Communicated and implemented processes, applications, and systems to promote optimal efficiency and increased productivity.
- Researched new technology in industry, implemented and communicated those processes, applications, and systems that would generate optimal efficiencies while coordinating with Project Management and vendors to make enhancements, resulting in 20% increased productivity.
- Managed department financial resources, assisted in development of annual budget, monitored and controlled expenditures against approved budget greater than $1 million. Kept institution financially sound by tracking expenses and maintaining detailed records.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills. Created reports, presentations and other materials for executive staff detailing department activities.
Meritrust Credit Union
Contact Center Manager
04.2013 - 04.2020
Job overview
- Recruited, trained and onboarded new agents, maintaining exceptional service standards. Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Maintained and trended over 30 direct reports’ performance and developed action plans to support professional and performance growth while keeping in line with organization strategic initiatives. Promoted over 50% of staff during tenure.
- Balanced department financial resources, assisted in development of annual budget, monitored and controlled expenditures against approved budget greater than $500,000.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction and employee engagement ratings.
Meritrust Credit Union
Branch Manager
10.2007 - 04.2013
Job overview
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
- Assessed employee performance and developed improvement plans to ensure minimum of 50% of employees were promotion ready.
- Engaged employees in business processes with positive motivational techniques.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies
Education
Wichita State UniversityWichita, KS
Bachelor of Arts from Anthropology
05.2007
University Overview
Skills
- Active Listening
- Adaptability
- Creativity
- Critical Thinking
- Collaboration
- Communication
- Customer Service
- Emotional Intelligence
- Goal-Oriented
- Innovative
- Visionary
- Performance Reviews
- System Monitoring
- Annual Budgets
- Assignment Delegation
- Problem Resolution
- Microsoft Office
- Train and Onboard Staff
- Department Leadership
- Update Policies
Certification
- Human Rights Education Training Certificate, US Institute of Diplomacy and Human Rights (USIDHR) - 2023
- Equitable Community Change Certificate, eCornell University - 2023
- Diversity and Inclusion Certificate, eCornell University - 2022
- Six Sigma Green Belt Certified (SSGBC), Aveta Business Institute - 2021
- Professional Leadership Certificate, Wichita State University Center for Management Development - 2018
- Professional Management Certificate, Wichita State University Center for Management Development - 2016
Volunteer Experience
Volunteer Experience
- Board Member & Policy Coordinator | GLSEN Kansas | 2022 to Present
- Precinct (615) Committee Person, Elected Official | Sedgwick County Democratic Party | 2022 to Present
- Featured Contributor, Leadership Content Writer | International Customer Management Institute (ICMI) | 2020 to Present
- President-Elect of Board of Directors | Sedgwick County Democratic Women | 2022 to 2022
- Chairperson for the Committee on Ministry | First Unitarian Universalist Church of Wichita | 2021 to 2022
- Candidate for USD 259 Board of Education District 6 | Unified School District 259 | 2021 to 2021
- Member of Toastmasters Club | Toastmasters International | 2018 to 2020
- President-Elect of Board of Directors | First Unitarian Universalist Church | 2016 to 2018
- English as a Second Language (ESL) Volunteer Educator | Pleasant Valley United Methodist Church | 2012 to 2013
- Big/Mentor | Big Brothers Big Sisters of Kansas | 2009 to 2012
Availability
See my work availability
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Available
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