Terri Demers
Covington,LA
Summary
Dynamic Regional Manager with a proven track record at Louisiana Blue/BCBS of LA, excelling in operations and staff development. Enhanced customer satisfaction through strategic training and mentoring, while optimizing resource allocation. Recognized for fostering a culture of accountability and achieving high client retention rates through exceptional service delivery.
Overview
24
24
years of professional experience
Work History
Regional Manager
Louisiana Blue/BCBS of LA
01.2020 - 03.2025
- Led current team to enhance service delivery and customer satisfaction.
- Managed budget allocations to optimize resource utilization while maintaining quality standards.
- Collaborated with cross-functional teams to streamline processes and improve operational efficiency.
- Mentored and trained team members, fostering a culture of continuous improvement and accountability.
- Mentored and developed high-potential employees for leadership roles through individualized career development plans and opportunities for growth.
- Optimized inventory management systems for reduced stock discrepancies, minimizing losses due to shrinkage or obsolescence.
Agent Manager
United Healthcare
01.2018 - 01.2020
- Trained and mentored new agents, fostering team development and skill enhancement.
- Conducted regular performance reviews, providing constructive feedback to enhance team effectiveness.
- Resolved escalated customer issues, improving satisfaction and retention rates.
- Established clear channels of communication between management and agents to ensure transparency regarding expectations and concerns from both parties involved.
- Implemented training programs for agent development, resulting in increased productivity and overall performance.
Account Advisor
United Healthcare
11.2004 - 01.2018
- Managed client accounts, ensuring accurate and timely responses to inquiries.
- Developed strong relationships with clients, enhancing overall satisfaction and retention rates.
- Analyzed client needs and provided tailored solutions, improving service delivery efficiency.
- Collaborated with sales teams to strategize account management approaches, driving customer engagement initiatives.
- Regularly exceeded performance targets while maintaining excellent customer satisfaction ratings.
- Achieved high client retention rates through exceptional service delivery and continuous improvement efforts.
- Handled inbound calls to provide callers with product and service information, emphasize product features and benefits and generate quotes.
- Established and built relationships by educating customers about value of company products and services.
- Processed proposals, contracts and pricing for targeted accounts through internal resources.
Front Desk
American Factory Direct Furniture
05.2002 - 10.2004
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Organized and detail-oriented with a strong work ethic.
- Developed and maintained courteous and effective working relationships.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Secretary
AFLAC Regional Office
03.2001 - 10.2002
- Managed calendar scheduling and coordinated meetings for executives..
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Assisted in event planning and execution for company functions such as conferences, workshops, or social gatherings.
- Maintained office supplies inventory, negotiating with vendors for best pricing.
- Answered multi-line phone system and enthusiastically greeted callers.
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
Education
Bachelor of Science - Marketing
Southeastern Louisiana University
Hammond, LA01-1981
Skills
- Operations
- Staff training and development
- Staff management
- Territory management
- Goals and performance
- Vendor management
- Personnel monitoring
- Recordkeeping compliance
- Safety protocol
- Attention to detail
- Decision-making
- Recruiting and hiring
- Customer relations
Timeline
Regional Manager
Louisiana Blue/BCBS of LA
01.2020 - 03.2025
Agent Manager
United Healthcare
01.2018 - 01.2020
Account Advisor
United Healthcare
11.2004 - 01.2018
Front Desk
American Factory Direct Furniture
05.2002 - 10.2004
Secretary
AFLAC Regional Office
03.2001 - 10.2002
Bachelor of Science - Marketing
Southeastern Louisiana University
LA Dept of Insurance license
Acquired the license in 2001 and maintain currently.