Terrell Fowler
Glendale,CO
Summary
Dynamic Vice President of Call Center Operations with over 10 years of proven success in leading high-performing teams, optimizing processes, and implementing technology solutions to enhance productivity and profitability. Expert in financial management, with a strong ability to analyze multimillion-dollar budgets and drive strategies that improve performance and maximize profits. Committed to delivering superior customer service and fostering loyalty through exceptional call center operations.
Overview
27
27
years of professional experience
Work History
VICE PRESIDENT, CALL CENTER (350+ SEATS)
Insure Life Direct
01.2015 - Current
- Report directly to the CFO, focusing on profit forecasting, budget management, and scheduling
- Analyze Key Performance Indicators (KPIs) to identify challenges and inefficiencies
- Restructured leadership to reduce employee turnover from70% to30%
- Developed performance management and rewards programs, enhancing attendance and call quality
- Oversaw inbound/outbound calls, ensuring accurate scheduling and adherence to procedures
- Conducted daily meetings with assistant managers to discuss performance statistics and set targets
DIRECTOR OF OPERATIONS (150+ SEATS)
National Benefits Group/Direct | Medial
01.2010 - 01.2014
- Managed multiple inbound/outbound campaigns across various sectors, including insurance and telecommunications
- Developed operational strategies through needs assessments, performance reviews, and cost-benefit analyses
- Implemented advanced call center systems, improving customer interaction and response times
- Maintained financial objectives through budget preparation, variance analysis, and corrective actions
- Oversaw human resource functions, including recruitment, training, and performance monitoring
BUSINESS ANALYST
GEORGE S. MAY INTERNATIONAL
01.2005 - 01.2009
- Collaborated with small to mid-sized businesses to assess operational objectives and improve systems
- Developed workflow charts and project budgets, ensuring efficient project execution
- Recommended controls and monitored project progress, publishing reports for management
REGIONAL MANAGER, FRANCHISE DEVELOPMENT
SIGN-A-RAMA
01.1998 - 01.2004
- Supported new franchise partners in developing and launching SIGN-A-RAMA centers
- Coordinated with vendors to ensure timely delivery and installation of operational equipment
- Created project task plans with timelines, guiding franchise partners through the opening process
- Evaluated recurring store costs, identifying opportunities for value engineering
Education
Bachelor of Science - Finance
University of Phoenix
Skills
- Multi-State Licensed in Health and Life Insurance (10 years Cashflow planning and management)
- KPI Analysis
- Call Center Operations
- Budget Management
- Staff Development and Training
- Strategic Planning
- Performance Management
- Client Relations Building
- Human Resources & Recruiting
- Profit & Loss Management
Timeline
VICE PRESIDENT, CALL CENTER (350+ SEATS)
Insure Life Direct
01.2015 - Current
DIRECTOR OF OPERATIONS (150+ SEATS)
National Benefits Group/Direct | Medial
01.2010 - 01.2014
BUSINESS ANALYST
GEORGE S. MAY INTERNATIONAL
01.2005 - 01.2009
REGIONAL MANAGER, FRANCHISE DEVELOPMENT
SIGN-A-RAMA
01.1998 - 01.2004
Bachelor of Science - Finance
University of Phoenix
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