Terry O'Briant has over 25 years of experience managing call centers and providing exceptional customer service. She is currently seeking a Call Center Director position where she can utilize her expertise in developing processes to increase efficiency and performance, as well as hiring, training, motivating and mentoring staff. Her background includes roles as a Senior Team Lead and Supervisor at Blue Cross Blue Shield of North Carolina, where she oversaw call center operations and implemented changes to promote effectiveness.

1. Terry S. O’Briant
504 Dink Ashley Road  Timberlake, NC 27583
919-225-2677  tso9341@aol.com
Call Center Director
Comprehensive experience in managing call centers and providing exceptional, award winning customer
service. Adept in developing processes that increase service levels, efficiency, and performance. Capable in
hiring, training, scheduling, mentoring, and motivating staff. Able to multi-task, develop and meet deadlines,
establish and exceed goals, and to offer technical and administrative direction to various departments.
CORE COMPETENCIES
Call Centers  Business Processes  Customer Relationship  Project Management
Team Management  Solutions Advice  Training  Leadership  MS Office
Performance Metrics  Crisis Intervention  Scheduling  Communication  Research and Analysis
EXPERIENCES AND ACHIEVEMENTS
ASBURY AUTOMOTIVE GROUP, Durham, NC 2014 – 2015
Internet & Sales Leasing Representative
Contacted leads to assess automotive needs using Crown Selling process. Developed relationships with
clients in order to establish a client base. Presented clients with product information, pricing, and incentives,
answering questions clients may have. Met and exceeded sales weekly and monthly sales goals.
BLUE CROSS AND BLUE SHIELD OF NORTH CAROLINA, Durham, NC 1987 – 2014
Senior Team Lead, Care Management Operations  1998 – 2014
Managed the Care Management Operations Call Center, which included training, scheduling, evaluating, and
motivating staff. Oversaw the creation and implementation of new processes to promote efficacy. Served as
the Business Unit Coordinator for the call center and created and authorized all system/application access
requests within the department. Supervised Medical Director determinations, administrative support within
Utilization Management, referrals to the Medical Directors, cases transferred to external consultants,
expenses and reimbursement for external consultants, and departmental ANSIR inquiries and specified
turnaround times. Coordinated day-to-day operations of Utilization Management Coordinators and ensured
that NCDOI and NCQA requirements were met. Served on Member Rights and Responsibilities Committee for
Medical Resource Management, and acted as a liaison between Medical Directors and the Utilization
Management Staff.
Accomplishments
 Successfully standardized system access requests with corporate security guidelines.
Supervisor, Benefit Research and Analysis  1997-1998
Managed the Benefit Specialists department. Examined grievances and appeals, researched and analyzed
applicable certificate benefit information, identified and corrected system errors, reviewed and evaluated
Customer Service tapes for alleged mis-verifications, maintained the tracking log to assure timely response,
appropriated status communication and file preparation. Upheld or reversed claims denials through first level
grievance review based upon system review, benefits analysis, and where medical review was not required.
Accomplishments
 Created and implemented developmental changes with the Access Database.
Dedicated Service Representative  1993-1997
Analyzed problems and determined whatever action was required to resolve customer problems of the
highest priority. Performed all needed administration, servicing, and reporting duties assigned.
Customer Service Representative  1991-1993
Received incoming phone calls from subscribers, account management, providers, attorneys, other carriers,
and prospective enrollees. Addressed complaints and problems and guided clients to appropriate
departments.

2. TERRY O’BRIANT Resume, Page 2
EDUCATION
Professional Development
Leadership Skills for Nurses and Healthcare Professionals, University of South Carolina
Certificates
Foundations of Leadership Training
Situational Leadership
Effective Dialog
Interaction Management Essentials
Influential Leadership
Greenbelt Training
Coaching and Performance Management
Performance Metrics Training
Targeted Selection Interviewer Training
Motivational Interviewing Training
Crisis Intervention Training
Change Leadership Workshop
AWARDS
2002 President’s CEO Award – Health Care Services Division
Champions of Excellence Award
Presidents Service Award
Employee Suggestion Award
Blue All Star Award
Fraud Certificate of Appreciation
Spot Award