Terri Turner Murray

Experience

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  Security Benefit

  Jan 2001 - Jan 2009

  Vice President Call Center & Inside Sales

  Vice President of Customer Service:Managed a multi-product call center of 40+ employees including 7 direct reports. Budget responsibility for $3M+.•Reduced call center turnover by 75% in a 2 year period.•Implemented a new hire training program that was adapted corporate wide.•Partnered with Information Technology division to provide multiple system enhancements that improved productivity and information accessibility for employees and clients.•Created career-pathing through expansive roles and promotional opportunities.•Provided clear accountability metrics for production, performance, and attendance that improved morale and raised the bar for achievement.•Improved call handling efficiency by more than 20% resulting in a 15% staff reduction.Vice President of Inside Sales: Promoted to oversee Inside Sales Team. Manage a team that contributes to over $2B in annual sales and provides support to all product lines within Security Benefit. •Spearheaded a successful comprehensive sales desk training program that incorporated product, sales, and behavioral skills.•Recruited top performing sales professionals and grew sales desk by 33%.•Implemented Sales metrics that improved accountability and increased outbound sales calls by 50%.•Provided Career-pathing and improved employee retention through the creation of hybrid wholesaler and sales specialist positions. •Rolled out an improved Marketing Campaigning process that enhanced the partnership between the sales and marketing organizations and advanced the effectiveness of marketing and sales efforts. Show less

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  Grantham University

  Jan 2009 - Jan 2010

  Quality Assurance and Operation Admission Manager

  Provided temporary leadership to the Admissions department through transition to new University Leadership team. . Brought aboard to establish a Quality Program for the admissions call center, provide experienced leadership, and mentor new management team members. •Presented a comprehensive quality program to University President for implementation.•Established best practices for admission phone calls•Provided individual coaching to all admissions department representatives regarding University call standards.•Assisted with tracking, reporting, and analyzing University call metrics.•Performed call observations to ensure timely follow-up with student requests.•Gave input to University senior leadership team regarding program rollout, implementation, and effectiveness.•Reduced student resolution time by 25%. Show less

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  Local Resume Writers/Murray Career Partners

  Jan 2010 - Jan 2013

  VP of Customer Service

  Understand the specific needs of each client and provide solutions for each account. Provide resume and professional career services to clients.- 75% of business from referrals- Worked with each client to ensure complete satisfaction with end product.- Helped to market clients and paper and assist with job search information- Customized resumes to client skill and work experience- Partnered with clients to provide direction and job search strategy for employment search- Created and implemented all marketing associated with the business. Show less

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  Independent Broker & Select Quote Senior

  Jan 2013 - Jan 2016

  Licensed Insurance Agent

  Licensed in 19 states and appointed with multiple insurance carriers with major focus in the Medicare space. Helped hundreds of clients find Medicare Supplement, Medicare Advantage, and Medicare Prescription Drug , Dental, Vision, Hearing, and Life Insurance Plans.

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  Turning Point Solutions

  Jan 2016 - now

  VP of Customer Service & Sales Operations

  Turning Point Solutions Kansas City, MO• Manage customer service operation for clients experiencing changes in insurance coverage (Life & Health License in over 20 states), career transitions, and new Healthcare IT implementations. Including: client support for Customer Service , Inside Sales, and Project Implementation.• Medicare Broker also providing dental, vision, hearing, indemnity plans. Appointed with 20+ Healthcare Providers. • Plan and manage service changes efficiently and effectively by explaining transitional process and setting the correct customer expectations for services and outcomes.• Responsible for building and executing business plans designed to bring in new clients, build on existing relationships, and grow the bottom line.• Identify new sales opportunities through market knowledge geography, economic environment, and current regulations.• Project Implementation on site for client Healthcare solutions including Banner Health Hospitals (Tucson), Boston Children’s Hospital, Boca Raton Regional Hospital, WI Dept. of Corrections.o Attend mandatory training and maintain working knowledge of medical and plan of care terms commonly utilized by doctors and nurses and other medical staff.o Maintain familiarity with psychiatric and mental health services for charting and care plans for patient assignment.o Understand the special needs of medical staff and patients to better assist and meet client needso Partner with various members of care team including doctors, nurses, outreach services, social services, and technicians for guidance in individualized software needs.o Make recommendations to help client maximize usage of software and resolve issues during the implementation process. Show less

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  Se2/Security Benefit

  Jan 2016 - Jan 2016

  Call Center Manager II (Temporary Assignment)

  Provided senior management bench strength during client transitional period. •Lowered attrition from over 30% to under 3% in first month of leading team by leveraging a personal power management style.•Dramatically elevated call center service levels from 30% to over 70% in 2 1/2 months. •Reduced staffing through natural attrition and working collaboratively with other internal teams to transition internal talent and avoid immediate downsizing. Reduced staffing by over 29% in 3 months while maintaining services levels in the 90 percentile.•Improved the efficiency of call handling time from over 7 minutes per call to over 4 minutes per call. This resulted in tremendous improvements in customer hold times and noticeable improvements in overall customer satisfaction. •Trimmed unnecessary calls to internal use resource line by over 20% in one month. This enabled resource team to answer calls more quickly and effectively. • Made enhancements to internal training that increased CSR comfort level on phones, improved the accuracy of information communicated, and yielded over a 500% increase in customer compliments.•Created a Customer Service Improvement Campaign for the entire operations department. Developed marketing campaign, kickoff, total team inclusion, rewards & recognition, roll-out and continuous process improvement plans.•Wrote Policies & Procedures for client as directed that defined how business was performed. •Went from team that had never met any performance goals in a single month to the only service operations team in the organization to meet all client Service Level Agreement goals. Show less