Teri Cagle
Richmond,VA
Summary
Dedicated and communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Senior Account Expert
TMobile, Inc.
12.2017 - 12.2024
- Delivered exceptional account service to strengthen customer loyalty.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Listened to customer needs to identify and recommend best products and services.
- Identified customer needs by asking questions and advising on best solutions.
- Greeted and assisted customers to foster a trusting and caring relationship.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
Therapeutic Behavioral Specialist
UMFS
04.2008 - 12.2017
- Worked directly with students and discussed behavioral goals and implementation of behavior intervention programs.
- Collected data via direct student observation and consultation with classroom teachers regarding student behaviors.
- Presented student behavioral data during IEP meetings to determine plan changes and progress.
- Wrote goal-oriented programs and evaluated and documented progress and participation in weekly interdisciplinary treatment team conferences.
- Devised and implemented individualized professional learning resources, systems and coursework to boost teaching aptitudes.
- Wrote comprehensive goals and patient treatment plans.
- Talked with family members during period when patients could not self-advocate.
- Consulted with other professionals, agencies and universities to discuss therapies, treatments, counseling resources and techniques.
Front End Customer Service Manager
KFC Restaurant
01.2002 - 09.2013
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Assigned work and monitored performance of project personnel.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
- Monitored food storage, handling, preparation and delivery to maintain health and safety standards.
- Created and adjusted department schedules and individual shift assignments.
- Purchased food and supplies according to department needs.
Correctional Officer
Beaumont Juvenile Correctional Center
01.2004 - 04.2008
- Inspected cells and conducted random searches of common areas.
- Monitored daily activities to identify and manage suspicious behavior, improper conduct and signs of conflict.
- Employed de-escalation techniques, verbal commands and physical and mechanical restraints to address unruly inmates.
- Observed inmate behavior to prevent crime, escape attempts and other dangerous activities.
- Detected potential threats and quickly defused conflicts.
- Maintained clear and open communications with facility areas to support safe operations.
- Supervised residents during meal distribution and intake, recreation time and work-site performance.
- Applied non-violent response tools and physical restraint during problematic situations.
- Maintained inmate logs and entered information into electronic offender record systems for regulatory monitoring.
- Transported inmates to and from medical and dental appointments, funerals, work details and court hearings.
- Informed inmates and visitors of rules, safety and security procedures and responsibilities.
- Enforced resident behavior management protocols and drafted incident reports for infractions.
- Received property from incoming inmates, provided receipts and inspected items for contraband.
- Processed inmate intake and re-assignment by completing paperwork, conducting searches and recording fingerprints.
Education
Bachelor of Science - Psychology
University of Phoenix
Tempe, AZ05.2011
High School Diploma -
Goochland High School
Goochland, VA06.2001
Skills
- Effective Customer Upselling
- Staff Training and Motivation
- Food Safety and Sanitation
- Stock Management
- Processing Payments
- Team Member Motivation
- Account Servicing
- Customer Service
- Analytical
- Organizational Skills
- Team Building
- Data Collection
- Microsoft PowerPoint
- Call Center Operations
- Data Evaluation
- Customer Relations
- Microsoft Outlook
- Multi-Task Management
- Critical Thinking
- Problem Resolution
- Project Management Abilities
- Conflict Mediation
- Creative Problem Solving
- Adaptive Team Player
- Microsoft Office Expertise
- Call Management
- Typing Proficiency
- Computer Proficiency
- Medical Terminology Knowledge
- Customer Relationship Management (CRM)
- Appointment Scheduling
- Inbound and Outbound Calling
- Revenue growth
- Data-driven insights
- Bank reconciliation
- Payroll processing
- Internal controls
- Financial statement preparation
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent communication
- Customer satisfaction
- Organizational skills
- Team leadership
- Active listening
- Effective communication
- Adaptability and flexibility
- Decision-making
- Customer engagement
- Relationship building
- Task prioritization
- Self motivation
- Product knowledge
- Interpersonal skills
- Analytical thinking
- Conflict resolution
- Interpersonal communication
- Strategic planning
- Opening and closing procedures
- Time management abilities
- Continuous improvement
- Inventory management
- Adaptability
- Written communication
- Sales reporting
- Customer retention
- Client acquisition
- Networking skills
- Processing payments
- Professional demeanor
- Problem-solving aptitude
- Order processing
- Market research
- Product demonstration
- Account management
- Account servicing
- Persuasive communication
- Business development
- Point of sale operation
- Team member motivation
Certification
- Certified by the Pharmacy Technician Certification Board (PTCB)
Education and Training
other,other
Timeline
Senior Account Expert
TMobile, Inc.
12.2017 - 12.2024
Therapeutic Behavioral Specialist
UMFS
04.2008 - 12.2017
Correctional Officer
Beaumont Juvenile Correctional Center
01.2004 - 04.2008
Front End Customer Service Manager
KFC Restaurant
01.2002 - 09.2013
Bachelor of Science - Psychology
University of Phoenix
High School Diploma -
Goochland High School