Summary
Overview
Work History
Education
Skills
Certification
References
Work Preference
Software
Languages
Work Availability
Timeline
Teri Stryker

Teri Stryker

Lubbock,Tx

Summary

Experienced and goal-oriented Call Center Team Lead with a successful history of managing high-performing teams, enhancing customer satisfaction, and achieving outstanding performance metrics. Skilled in training and developing staff, resolving customer escalations, and implementing process improvements. Ready to contribute exceptional coaching abilities and operational expertise to a forward-thinking company.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Call Center Team Lead

Foundever
09.2020 - Current
  • Lead and mentor a team of 20+ customer service representatives, fostering an environment of continuous improvement and high customer satisfaction. - Monitor key performance indicators (KPIs), including call handle time, customer feedback, and service level agreements (SLAs), ensuring team consistently meets and exceeds targets. - Conduct regular performance evaluations, providing constructive feedback and personalized coaching to team members. - Develop and implement strategies to reduce average call handle time by 15% while improving overall call quality. - Liaise between management and frontline staff to communicate updates on policies, procedures, and product knowledge.

Call Center Agent

Foundever
12.2020 - 09.2021
  • Responded to inbound customer inquiries, providing information, resolving issues, and ensuring a high level of customer satisfaction. - Maintained a high level of product knowledge to effectively address and resolve customer complaints and questions. - Consistently achieved top scores in customer satisfaction surveys and was recognized as Agent of the Month on multiple occasions.

Small Business Co-Owner

Clinton Hall Trucking
06.2015 - 10.2022
  • Co-founded and managed a small trucking company, overseeing office operations. - Managed budgets and handled financial planning. - Implemented cost-saving measures and optimized routes to increase efficiency and profitability.

Medical Transcriptionist

Covenant Medical Center
09.2012 - 06.2013
  • Transcribed medical reports, patient histories, and treatment notes with high accuracy and confidentiality. - Ensured proper use of medical terminology and adherence to industry standards. - Collaborated with healthcare professionals to clarify information and resolve discrepancies. - Maintained comprehensive and organized records for easy retrieval and reference. - Demonstrated exceptional attention to detail and time management skills.

Corrections Officer

Perry Correctional Facility
05.2006 - 10.2009
  • Ensured the safety and security of a facility housing over 300 inmates. - Conducted regular patrols and headcounts to maintain order and prevent escapes. - Wrote reports on inmate conduct and incidents, contributing to facility records and legal compliance. - Facilitated rehabilitation programs aiming to reduce recidivism through education and skill-building activities. - Responded to emergencies, including conflicts between inmates, medical emergencies, and security breaches.

Education

Bachelor of Arts - Criminal Justice Administration

University of Phoenix, Tempe, AZ
06.2027
  • Dean's List 2009
  • 3.8 GPA

Skills

  • Knowledge database understanding
  • Call Center Customer Service
  • Team Management
  • Escalation Handling
  • Team Leadership
  • Time Management
  • Verbal and written communication
  • Complex Problem-Solving
  • Customer Focus
  • Coaching and Mentoring
  • Performance monitoring
  • Performance Improvement
  • Quality Control
  • Employee Evaluation
  • Diversity and Inclusion
  • Complaint resolution
  • Key Performance Indicators
  • Trend tracking
  • Attention to Detail
  • Staff Training
  • Quality Improvement
  • Leading Team Meetings
  • Overseeing Daily Activities
  • Giving Constructive Feedback
  • Documentation And Reporting
  • Team Check-Ins
  • Client Support
  • Call Center Operations
  • SOP Adherence
  • SMART goals
  • Excellent Communication
  • Organizational Skills
  • Written Communication
  • Reliability

Certification

  • Certified Coach, Foundever

References

Available upon request.

Work Preference

Work Type

Full Time

Location Preference

RemoteHybrid

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offPaid sick leave401k matchStock Options / Equity / Profit Sharing

Software

Office 365

Power BI

Tableau

Verint

Webex

Teams

Languages

English
Native or Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Timeline

Call Center Agent - Foundever
12.2020 - 09.2021
Call Center Team Lead - Foundever
09.2020 - Current
Small Business Co-Owner - Clinton Hall Trucking
06.2015 - 10.2022
Medical Transcriptionist - Covenant Medical Center
09.2012 - 06.2013
Corrections Officer - Perry Correctional Facility
05.2006 - 10.2009
University of Phoenix - Bachelor of Arts, Criminal Justice Administration

Similar Profiles

CREATE PROFILE
Teri Stryker