Summary
Overview
Work History
Skills
Websites
Expertise
Timeline
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Terri Burke

Leader & Innovator
Seguin,TX

Summary

Dynamic call center leader with 20+ years of experience driving customer satisfaction, operational efficiency, and team engagement. Proven track record of aligning KPIs with cost-effective solutions, resulting in consistent performance gains. Skilled in active listening and ethical leadership, fostering high-performing teams across diverse environments. Technically adept in MS Suite as well as Project and SQL, with a self-directed learning style and rapid adaptability to new systems. Expert in de-escalation and conflict resolution, successfully navigating complex customer interactions to preserve relationships and brand integrity.

Overview

24
24
years of professional experience

Work History

SR. ADVISOR, LEARNING & DEVELOPMENT

Dell Corporation
06.2019 - 06.2025
  • Facilitated seamless coordination among competing priorities and diverse perspectives.
  • Expanded expertise in Excel, mastering pivot tables and complex formulas, while also developing proficiency in SABA, DOMO, and proprietary in-house systems.
  • Mentored and onboarded advisors, fostering professional development, and enhancing overall team performance.
  • Established strong partnerships with key stakeholders through consistent communication and collaboration efforts, promoting mutual success.
  • Mentored peer advisors, fostering professional development, and enhancing overall team performance.

BCBS TEAM SUPERVISOR

Harte-Hanks
11.2018 - 06.2019
  • Maintained high-performance metrics for call quality, customer satisfaction, and SLA adherence.
  • Collaborated with upper management to establish performance goals for the team and develop strategies for achieving them.
  • Provided on-site leadership and escalation support during federal employee enrollment and steady state.
  • Identified key drivers of customer dissatisfaction, resulting in targeted vitality training, and a measurable improvement in service score.
  • Resolved conflicts between team members diplomatically, maintaining a healthy working environment conducive to productivity.
  • Evaluated team member performance regularly, providing guidance for professional growth and development.
  • Facilitated strong relationships between our team and other departments leading to improved cross-functional collaboration.

ON-SITE COORDINATOR

VOLT @ APPLE
03.2016 - 09.2018
  • Identified fraud patterns, drove compliance, and training efforts.
  • Oversaw risk operations, people management, and escalation support.
  • Led fraud investigations and team performance initiatives.
  • Recruited, interviewed, and hired employees to ensure accurate staffing.

GM, TRUCK SERVICES

TA-PETRO
02.2014 - 02.2016
  • Recruited diesel mechanics and service advisors for a 24/7 shop handling full-spectrum truck maintenance.
  • Developed retention programs and hiring solutions for skilled trades, with an 85% retention rate of top mechanics.
  • Utilized SAP and Oracle for monthly reporting, focusing on sales goals, inventory, warranty, and loss prevention.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
  • Cultivated strong relationships with customers, vendors, and partners to ensure long-term success and loyalty.

Various Roles

Dell | EMC
01.2001 - 02.2014
  • Project Consultant duties included supporting the Sr. Director as an Executive Assistant (5/11 - 2/14).
  • Technical Support Manager for newly acquired companies. Remotely managed over 20 employees (11/9 - 5/11).
  • Technical Support Manager for top-tier server support, working 24/7 (10/06 - 11/09).
  • The Technical Account Manager role included heavy coordination and escalation management (1/04 - 10/06).
  • Metric Analyst created SQL queries and manipulated data to provide accurate reporting (2002 - 2003).
  • Administrative support for multiple leaders, which included scheduling travel, calendaring, preparing presentations, and facilitating onsite meetings and strategy sessions. Heavy reporting and data analysis (01/01 - 2002).
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.

Skills

  • Effective and diverse Leadership
  • Administrative Skills and C-Level Support
  • Relationship building and management
  • Event planning
  • Payroll and Scheduling
  • Teamwork and collaboration
  • Employee engagement and retention
  • Motivational skills
  • Sales expertise

Expertise

Ethical and Results-Oriented Leadership; Diverse Team Management & Employee Retention; Strategic Thinking & Initiative Execution; Emotional Agility & Collaboration Across Global Teams; Recruiting, Hiring & Talent Development; Payroll, Scheduling & Workforce Planning; SAP, Oracle & DOMO Reporting Tools; C-Level Executive Support & Operational Excellence; Advanced-Level Excel: Pivot Tables, VLOOKUP, Formulas; Proficiency in MS Office Suite; Fundamentals of AI & Data-Driven Decision Making; Relationship Management & Stakeholder Engagement; Conflict Resolution

Timeline

SR. ADVISOR, LEARNING & DEVELOPMENT

Dell Corporation
06.2019 - 06.2025

BCBS TEAM SUPERVISOR

Harte-Hanks
11.2018 - 06.2019

ON-SITE COORDINATOR

VOLT @ APPLE
03.2016 - 09.2018

GM, TRUCK SERVICES

TA-PETRO
02.2014 - 02.2016

Various Roles

Dell | EMC
01.2001 - 02.2014

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Terri BurkeLeader & Innovator