Terrie Parks

Responsible for managing 62% of 51 million contacts a year and performance of 4,500 agents across the two largest BPO’s in two countries, 7 site locations and multiple contact channels.

• Manage membership retention, increasing the year-over year save rate by 15%.
• Launched membership growth pilot program, resulting in 3% membership growth within the first 3 months of the pilot.
• Supported world-wide COVID vaccination initiative by standing up a 3,500-agent support center within 21 days.
• Managed 1st virtual onboarding of new BPO site within 5 weeks during COVID Pandemic.
• Instrumental in moving from an hourly billable rate model to cost per contact model resulting in an annualized saving of $30M.
• Proposed change in service levels goals; decreasing monthly billable rate by $2.5M.
• Direct accountability for building high performing outsourced operations teams that deliver transformation impact on service excellence, client experience and efficiency in large scale operations environments across multiple sites/vendors.
• Responsible for scaling operational processes to ensure rapid response to new strategic initiatives.
• Skilled at fostering alignment and advocating for infrastructure investments across various functions, thereby enhancing the support infrastructure provided to vendors to ensure the success of their frontline staff.
• Partner across a wide set of functions to transform operations to best in class service.
• Projected managed 231% headcount increase to support holiday volume.
• Project managed onboarding of 2 new BPOs and site expansion of 4 BPOs.
• Responsible for introduction of a quality management program for ecommerce grocery business.
• Partned with L&D to build curriculum and processes to support the launch of a new online shopping experience.
• Built and launched first ever BPO partner facing dashboards to measure performance at center, site and agent level.
• Instrumental in building dashboards that measure contact volume, service levels, customer satisfaction and handle time.
• Analyzed trends as basis for advocation an increase of 15second in AHT, which resulted in a year over year customer satisfaction increase of 4.88%
• ADD BULLETS FOR DUAL CONCURRENCY IN NEW HIRE NESTING THAT INCLUDES REDUCTION IN AHT, CSAT AND SPEED TO PROFICIENCY IN EARLY TENURE
• ADD BULLET FOR DEFEAT REPEAT INITIAITVE THAT DROVE REDUCTION OF xxxx IN REPEAT CONTACTS.

• Company Overview: Global consumer electronics manufacturing and marketing company
• Collaborated with business leaders to proactively identify, facilitate, and manage initiatives aimed at streamlining and optimizing processes.
• Redesigned processes, leading to a 23% boost in customer satisfaction.
• Introduced a reward program that boosted morale by 53% and ensured continuous feedback.
• Collaborated on a transition project to migrate from the incumbent third-party call center and fulfillment provider to a new one. The transition, encompassing system setup and training, was successfully completed within 90 days.
• Created and launched an onboarding and training program for new employees and customer partners.
• Cut recruiting time from 80 days to 28 days between interview and offer.
• Global consumer electronics manufacturing and marketing company

• Led change initiatives and strategy shifts for a 24/7 Network Operations Division serving 8.8M customers in 6 regions. Implemented Divisional and Corporate standards supporting next-generation networks. Fostered a culture of ethics, process, and value, resulting in a 14-point increase in recognition satisfaction, 85% leadership support satisfaction, and 93% diversity inclusion satisfaction.
• Enhanced work stream for seamless transitions, broader leadership support, and transparent disaster recovery.
• Achieved a $29M expense reduction and $15M year-to-date through training, establishing standards, and focusing on first call resolution.
• Led a division team in developing and implementing the inaugural individual contributor scorecard, ensuring consistent recognition, identifying systematic process inefficiencies, addressing training gaps, and clearly distinguishing performance levels.
• Improved the operations team's efficiency by fostering teamwork and developing strong relationships that encourage trust and cross-departmental cooperation.
• Improved proactive work by 30% and reduced customer downtime by 6% with a maintenance program focused on reducing cycle times and enhancing network reliability.
• Directed an initiative to enhance Commercial customer and employee experience, achieving an initial annual savings of $150,000.
• Responsible for defining business requirements, providing feedback on end-user experience, developing communication and training strategies, and implementing a corporate-wide prioritization and capacity-based workflow engine that resulted in over 6% reduction in year-to-year service calls and improved service integrity by more than 9%.

• Led the Executive Escalations Team to achieve quality experience. Improved operational efficiencies by 10% through constructing repeatable processes and deliverables that maximized customer experience outcome.
• Developed and implemented a scorecard to measure performance to goal, and for use as a tool to provide consistent coaching and accountability.
• Created and implemented a call quality program for the Regional Escalations team.
• Led a cross-departmental initiative reducing discretionary credits by 11%, boosting revenue by $600K.
• Led the California Region's strategy to reduce employee leave, introducing new vendor management, better communication, and achieving a 22% reduction in leaves of absence.
• Created and taught a curriculum focused on data integrity and customer conflict resolution, transforming the Executive Escalations team into proactive customer advocates aiming for success.
• Represented the company in litigation, resulting in 56% of cases dismissed and saving $169K annually through preparation and negotiation.

• Recruited to effectively manage a $13 million operating budget and oversee the daily operations of a department consisting of 3 Managers, 13 Supervisors, and 136 collection representatives.
• Responsible for governing credit risk, managing collection dispute activities, and continuously improving internal and cross-functional credit and collections processes.
• Provided coaching to collection managers on leadership principles and strategies to foster optimal behaviors for achieving results.
• Received recognition for attaining the third highest regional employee satisfaction survey results during the transition of the regional operations center to a division center-led model.
• Reduced the year-to-year non-pay percentage of disconnects by 5.5% by introducing a training curriculum designed to recognize customer needs and utilize effective appeal responses for securing payment.
• Implemented incentives, strategies, and promise-to-pay plans that improved save rate performance by 8 percentage points and reduced year-to-year customer loss by 29,000.
• Developed an automated tool for field collection and asset management, improving vendor performance, reducing capital costs by $2.7M, and increasing monetary recovery by 3.3%.
• Developed an outbound collection strategy that boosted calls by 24% and reduced never pay customer churn by 3.7%.
• Improved procedures, resulting in a $3M favourable bad debt budget year-over-year.

• Oversaw a customer escalation support desk with 10 tier II advocates and 1 Supervisor, plus a technical repair team of 7 Supervisors and over 100 frontline staff.
• Developed strategic plans aligned with business goals.
• Collaborated on key corporate and regional projects.
• Recognized for leadership in quality service delivery. Circle of Success nominee for inspiring and motivational leadership.
• Cultivated a self-directed, laser focused team that consistently delivered 99.02% work accuracy, and 92.65% success in dispute resolution.
• Contributed significantly to a regional task force that devised and executed a strategy to optimise processes focused on customers and employees.
• Ensured critical operations and engineering projects were scoped and aligned to enhance customer and employee satisfaction.
• Led the creation and launch of an online supervisor coaching tool, integrating a behavioral coaching model linked directly to business outcomes.

• Responsible for overseeing marketing activities to achieve the business unit's subscriber and revenue objectives.
• Managed subscriber acquisition and upgrade programs for Comcast Video, Comcast High-Speed Internet, and Comcast Digital Voice in cable operations covering 585K homes passed.
• Increased subscribers across all business lines in a competitive market. (Video 603, CHSI 1,147, CDV 1,392).
• Implemented programs that resulted in a 15% reduction in churn year over year.
• Developed a competitive playbook for anticipated activity in East Bay.
• Launched 23 new channels, partnered on 40 events, and developed a call quality program for Regional Escalations.