Summary
Overview
Work History
Education
Skills
Timeline
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Terry L. Dunlap

DeSoto,TX

Summary

Results-oriented Training Specialist with a significant impact on performance through the development and execution of training programs to improve organizational objectives and goals. Proven success in designing, developing, and delivering adept training programs using educational theories and practices. Excellent at organizing and facilitating team-building training programs and activities.

Overview

20
20
years of professional experience

Work History

Training and Support Analyst

Colorado PERA
08.2021 - Current
  • Analyze existing content and business needs and provide recommendations for implementing appropriate curriculum and training materials using knowledge of adult learning and curriculum development principles.
  • Plan, coordinate, structure, and carry out training activities in order to support division performance standards and service delivery.
  • Provided coaching and mentoring to employees.
  • Responsible for developing and training employees to convey and explain to members and retirees retirement plan benefits and account alternatives, healthcare programs, and other benefits.
  • Work with supervisors and managers to coordinate training schedules across sites in order to improve training initiatives and work-flow management in response to legislation, policy, and content changes.

Sr. Customer Service Representative

Colorado PERA
02.2016 - 08.2021
  • Developed and presented training content, led other facilitators, and coordinated daily training activities.
  • Handled escalated and operational leadership concerns as needed or assigned by manager.
  • Provided subject matter expertise in all aspects of PERA benefits.
  • Researched problem areas, identified needs, and resolved problems and concerns for retirees, active members, and other callers or visitors.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.

Customer Service Representative II

Colorado PERA
04.2008 - 02.2016
  • Actively listened to customers, handled concerns quickly and escalated major issues to the supervisor.
  • Established a track record of generating work that was exceptionally accurate and detailed.
  • Participated in projects and operations to suit business needs, such as training new representatives.
  • Provided verbal and written information and services on a wide range of topics to members, retirees, and others who contacted the Customer Service Center.
  • Served as an on-the-job trainer for new hires and an ongoing experienced resource for all representatives.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Customer Service Specialist

TIAA-CREF
10.2007 - 03.2008
  • Handled a significant volume of inbound calls from 529 College Savings Plan members.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided outstanding customer service and support for operational execution improvements to guarantee service requirements were met and exceeded.
  • Supported clients by carefully analyzing applications and conveying program features and benefits to them.

Life Insurance Examiner

Jackson National Life Insurance Company
01.2005 - 03.2007
  • Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
  • Earned positive feedback and recognition for generating great results: elevated the branch's regional ranking from the least productive to the most productive in the district.
  • Examined claims forms and other records to determine insurance coverage.
  • Monitored and evaluated agent quality, including technical accuracy and adherence to corporate regulations; offered coaching and performance feedback as needed.
  • Provided communication-related subject matter knowledge to assist internal and external communications and their standards.

Quality Assurance Analyst

CenturyLink, Qwest Communications
03.2004 - 01.2005
  • Assisted teammates in developing skills necessary to grasp application concepts and tool suite.
  • Conducted remote observations to examine best practices, policies, and processes for call quality and software quality assurance.
  • Developed reports and materials for key stakeholders related to quality goals, progress and challenges.
  • Mentored and coached team members on QA topics and strategies.
  • Used quality control techniques to increase compliance performance by observing, tracking, and analyzing trends.

Education

High School Diploma -

New Tech High School
Dallas, TX

Implied Associates of Arts - Accounting And Business Management

Mountain View College
Dallas, TX

Skills

  • Account Reconciliation Processes
  • Business Systems Management
  • Call Controlling
  • Customer Service Optimization
  • Instructional Design
  • Metrics Improvement
  • Relational Databases
  • Standard Operating Procedures

Timeline

Training and Support Analyst

Colorado PERA
08.2021 - Current

Sr. Customer Service Representative

Colorado PERA
02.2016 - 08.2021

Customer Service Representative II

Colorado PERA
04.2008 - 02.2016

Customer Service Specialist

TIAA-CREF
10.2007 - 03.2008

Life Insurance Examiner

Jackson National Life Insurance Company
01.2005 - 03.2007

Quality Assurance Analyst

CenturyLink, Qwest Communications
03.2004 - 01.2005

High School Diploma -

New Tech High School

Implied Associates of Arts - Accounting And Business Management

Mountain View College

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Terry L. Dunlap