Terry Raper

Experience

• 

  Brunswick County

  Jan 2011 - Aug 2013

  Public Safety Telecommunicator

   Answered 911 calls from the community while simultaneously dispatching law, EMS or Fire units as needed. Maintained my certification in Emergency Medical Dispatch, allowing me to provide basic life support measures until help could arrive. Frequently had to balance multiple tasks in a stressful environment and did this with great success.

• 

  Enterprise Holdings

  Oct 2013 - Apr 2020

   Coached a team of 20-25 agents to achieve top notch success in the areas of sales and customer service. Routinely trained each employee on new policies and procedures.  Chaired a Supervisor Crossover Program which supplied on-the-job training to improve each supervisor’s management skills. *Promoted to Reservations Supervisor with the same company* Coordinated the day-to-day activities of my branch, renting cars to customers while maintaining solid customer service and sales numbers. Maintained an 83% Customer Service score, ranking one of the highest in the Southeast division.

  • Reservations Supervisor

    Mar 2015 - Apr 2020

  • Assistant Manager

    Oct 2013 - Mar 2015
• 

  Pizza Hut

  Aug 2021 - Dec 2021

  Assistant Manager

   Developed best practices for improving overall timeliness and readiness for the production floor. Trained new employees on techniques focusing on quality improvements and increased performance.

• 

  Amazon

  Oct 2021 - Jun 2022

  Delivery Driver

   Drove an Amazon-branded vehicle delivering 200 or more packages in a typical 8-10hr workday.  Maintained first-class customer service with Amazon customers.

• 

  Cengage Group

  Jun 2022 - now

  In collaboration with the Leadership Team and Human Reseources, providing leadership and representation for over 300 members across 11 national and international offices to promote a positive employee culture, support diverse employee and student experiences, and enable an inclusive workspace. Generate student enrollment by calling on prospective students, advising them on how the school can meet their educational and career needs and guides qualified applicants through the admissions and enrollment process. 98% 12 month QA score. Member of the Pride ERG planning committee Consistently outperforming my peers in relation to ticket handling and average call time, all while keeping a quality assurance score above the 95% target.

  • Senior Enrollment Representative

    Apr 2025 - now

  • Co-Chair, Cengage PRIDE Employee Resource Group

    Jun 2024 - now

  • Enrollment Representative

    Aug 2023 - Apr 2025

  • Technical Support Specialist

    Jun 2022 - Aug 2023