Terri McGowen
Texas
Summary
Expertise in managing complex databases, resolving escalated issues with precision, and implementing innovative solutions to drive business growth and operational excellence. Demonstrated ability to collaborate effectively with cross-functional teams, providing insightful analysis and fostering strong relationships to support business objectives. Skilled in delivering exceptional service and support, ensuring timely and accurate resolution of inquiries and concerns.
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative III
Texas Department of Insurance
Waco, Texas
06.2024 - Current
- Performs highly complex (senior-level) customer service work to workers’ compensation system participants
- Receiving customer inquiries and providing information and education about the workers’ compensation system including benefits, laws and rules, policies and procedures
- Assists and educates customers on a high-volume call line and in-person, research various Division systems for documents and information, verifies, updates and corrects claim information; and documents all claim-related contacts and activities in the Division’s systems
- Facilitates communication between parties to assist in the resolution of claim issues, coordinates assistance with other agency staff and makes referrals to social services or other state agencies as necessary
- Identifies potential non-compliance with workers’ compensation laws and rules, reaches out to system participants to obtain compliance, and makes internal violation referrals or referrals to regulatory entities as appropriate
- Performs claims and office support functions including coordinating incoming and outgoing correspondence; greeting visitors and notifying appropriate staff of visitor’s arrival, sending forms electronically to staff for processing
Federal Digital Transformation - Sr Analyst
Dell Technologies
Round Rock, Texas
01.2021 - 02.2024
- Reconcile invoices, ensuring financial transactions are accurately recorded and completed
- Proactively reconcile customer reports with contractual service level agreements, extracting order details from multiple sources, identifying risks, and devising solutions through cross-functional team engagement
- Ensure accurate pricing and discounts in alignment with purchase orders, quotes, and contractual agreements
- Co-lead monthly team sessions on best practices and process improvement training
- Communicate root causes for missed SLAs and articulate corrective action plans
- Deliver quarterly reports on KPIs, metrics, process improvements, and future initiatives to managers and directors
- Initiated and led the automation of processes for KPIs and metrics reporting using Excel and data management tools
- Elevated productivity and enhanced quality, supporting future expansion and revenue growth; achieved a 47% increase by optimizing business processes through innovative technology adoption
- Standardized audit processes to confirm accounts are supported in compliance with contracts and contractual changes
- Acted as a lead, offering support across the organization and managing escalated concerns
- Developed and implemented a Clean Order Submission program for Inside Sales operations, achieving an 80% improvement over two quarters
Global Operations – PM
Dell Technologies
Round Rock, Texas
01.2019 - 01.2021
- Managed global customers at risk, ensuring proactive engagement and resolution of issues
- Collaborated with sales representatives to identify and rectify systemic errors, enhancing overall operational efficiency
- Led project meetings, delivering updates on account status to both internal and external stakeholders
- Generated detailed reports pinpointing discrepancies such as missing units, unmet SLAs, unresolved invoices, and issues with shipments
- Developed and executed project plans and schedules, outlined project requirements, maintained communication, and reported on project progress, maintaining a consistent sense of urgency
- Forged partnerships with cross-functional business units, setting and managing expectations while fostering collaborative relationships
- Served as a trusted advisor to account teams, maintaining engagement and proactively delivering updates
- Managed escalated units valued over $5M during the Covid-19 pandemic, ensuring swift resolution and customer satisfaction
- Conducted training for new employees, imparting knowledge on departmental processes and contributing to team readiness
- Expedited the management and routing of over 5M purchase orders during the pandemic, ensuring accurate and timely delivery to customers
Operations Support, Analyst
Dell Technologies
Round Rock, Texas
01.2014 - 01.2019
- Collaborated with Inside Sales, building trust and maintaining strong relationships with clients by addressing concerns, ensuring availability, and providing timely updates
- Analyzed accounts comprehensively and recommended strategies for risk mitigation, enhancing client confidence and operational stability
- Formulated and executed strategies to re-engage dormant clients, significantly boosting revenue
- Leveraged data analysis to uncover trends and opportunities, optimizing efforts and driving strategic decisions
- Designed and implemented new processes to enhance operational efficiency and client satisfaction, streamlining workflow and reducing bottlenecks
- Achieved a 30% retention rate for at-risk customer accounts through strategic engagement and targeted support
- Closed over 1M in long-standing invoices, effectively resolving financial discrepancies and improving fiscal health
Operations Support, Specialist
Dell Technologies
Round Rock, Texas
01.2010 - 01.2014
- Facilitated cross-functional team collaboration to expedite resolution of operational issues
- Delivered exceptional service and support, addressing and resolving inquiries and concerns with promptness and precision
- Managed databases diligently, maintaining accurate and current information for client accounts, ensuring data integrity and accessibility
- Processed purchase order details meticulously, contributing to the efficiency and accuracy of order fulfillment
- Addressed and resolved escalated issues with a sense of urgency and precision, ensuring client satisfaction and operational continuity
- Implemented process improvement initiatives, identifying, and executing strategies to enhance operational efficiency and service quality
Education
Certificate in Business Office Administration -
Central Texas Commercial College
Brownwood, TXSkills
- Business Operations Analysis
- Data-Driven Decision Making
- Cross-Functional Collaboration
- Client Relationship Management
- Project Management
- Issue Resolution
- Escalation Management
- Que Management
- Contracts Review
- Document Review
- Microsoft Excel
- Microsoft Office
- Microsoft Power Point
- CRM
Certification
- Yellow Belt
- 5S
- Lean
- Kaizen Certified
Awards
- Gold Award - Volunteer Ambassador
- Bronze Award - Customer Success
- Bronze Award – Process Improvement
Timeline
Customer Service Representative III
Texas Department of Insurance
06.2024 - Current
Federal Digital Transformation - Sr Analyst
Dell Technologies
01.2021 - 02.2024
Global Operations – PM
Dell Technologies
01.2019 - 01.2021
Operations Support, Analyst
Dell Technologies
01.2014 - 01.2019
Operations Support, Specialist
Dell Technologies
01.2010 - 01.2014
- Yellow Belt
- 5S
- Lean
- Kaizen Certified
Certificate in Business Office Administration -
Central Texas Commercial College
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