Teri Reddick-Barnes has over 20 years of experience in customer service leadership roles. She has a strong background in technical support operations, customer service, relationship management, and process optimization. Her most recent role is as a Member Care Representative for SHRM, where she answers member inquiries, ensures customer satisfaction, and identifies opportunities to recommend additional products and services.

1. Teri Reddick-Barnes
4135 Milburn Place ♦ Indian Head, MD 20640 ♦ (301) 706-6269 ♦ reddick40@yahoo.com
Customer Service Leadership
20+ years of work experience developing and implementing supervisory skills in customer relations and
customers support. Dedicated and motivated professional with a strong background and solid reputation for
ensuring the highest level of customer satisfaction. Contribute to the success and improvements of the
working environment. High-developed organizational and leadership skills, accustomed to maintaining high
productivity levels with heavy word loads. Commended for organizational, perseverance, efficiency, and
priority management skills.
AREAS OF EXPERTISE
♦ Technical Support Operations
♦ Customer Service Operations
♦ Scheduling
♦ Relationship Management
♦ Data Analysis & Reporting
♦ Inventory Management
♦ Quality Assurance
♦ Member Relations
♦ Process Optimization
PROFESSIONAL EXPERIENCE & ACCOMPLISHMENTS
SHRM (Society of Human Resource Management) Alexandria, VA June 2016-Present
Member Care Representative
Answers member inquiries by clarifying desired information; researching and exploring answers and
alternative solutions to questions and problems, locating and providing information, and escalating
unresolved problems.
• Ensures that members understand product information, and provides additional and clarifying
materials and explanations to members.
• Listens attentively to member needs and concerns and demonstrates empathy for their concerns and
problems.
• Process membership dues and invoices, managing timely and accurate member records and providing
exemplary member service.
• Updates product and organizational knowledge by participating in on-gong training and educational
opportunities provided by management.
• Identifies cross-sell opportunities and services to members. Reaches out to members by phone, email,
and written correspondence to analyze their needs and recommend products and services
• Process orders received by phone and online and update account status.
• Collaborates with Department management to identify and implement procedures and best practices
to enhance the member experience.
• Chapter Liaision for the Nothern California SHRM local chapter
• Assist and provide technical support related requests.
• Performs specific and delegated duties as assigned by Management
American Redcross- Washington, DC March 2014-December-2015
Customer Service Associate II-Fundraising Unit
Served as an advocate for financial donors by handling requests from external and internal customers.
Processed electronic requests related to financial donor requests that were sensitive and confidential in
nature (i.e. donor’s credit card and banking information etc.). Collaborated closely with sister Red Cross
chapters and fundraisers nationwide to address questions and provide information needed to handle donor
requests in Sales Force.
• Completed cases from financial donors and Red Cross chapters (e.g., processed refunds for financial
donor, issued tax receipts, updated monthly donation settings) and ensured customer needs were
met/exceeded in accordance to procedural policies (SLA’s) .

2. • Maintained accurate documentation of case and resolution details in management system
(Salesforce). Navigated multiple donation systems/databases to research and address customer
requests.
• Established procedural policies to capture the details of each request for current trends.
• Collaborated with colleagues and other business units to resolve cases, ensuring donor satisfaction
and retention.
Hobson’s– Arlington, VA November-2013- March-2014
End User Support Specialist (CAO)-Sparks Personnel
Managed the implementation of new customers in addition to performing a variety of technical tasks. Work
on documentation and provide feedback on web-based products to help improve the system for future years.
Working with colleague of graduate school applicants and their advocates (e.g., teachers, recommenders,
parents and guidance counselors.)
• Assess and respond to incoming technical support requests via email, telephone and web applications,
troubleshoot complex technical support requests.
• Participate in the development of new resources to help drive an efficient and current end users
support model.
• Assist with the implementation of new customers in Salesforce applications.
West Communications IP – Washington, DC March -2011-November-
2012
Support Desk Supervisor (Contract)
Responsible for technical and managerial leadership for customer service teams across multiple locations.
Coordinated daily help desk operations in support of 700+ internal and external end users.
• Trained, mentored, and supervised ten (10) staff members tasked with supporting SBA staff while
adhering to company policies and procedures.
• Provides queue management support for incidents and service requests referred by the SBA Support.
• Tracks incident and service tickets using ServiceNow and ensure completion of incident and service
requests within SLA’s.
• Ensures proper tracking procedures are followed by the Desktop Support staff including accurately
triaging, specifying custom categorization and prioritization, and updating each ticket in a timely
fashion.
• Makes daily team schedule adjustments based on early/late arrivals, call-outs, and leave requests.
• Represents Desktop Support at necessary meetings.
ASIS International, Inc. – Alexandria, VA September-1998-October-2009
Call Center & Member Services Supervisor
Supervised a team of (10) customer-service agents in a multi-faceted call center environment Managed the
day-to-day activities of the membership team and maintained accurate member records of (35,000+) both
domestically and internationally. Led and motivated staff to achieve high levels of productivity and customer
service, including reporting metrics, resolving problems, monitoring call quality, and training staff. Managed
employee attendance, scheduling, coaching and performed performance reviews.
• Served as Chapter Liaison for (200+) Chapter members.
• Increased sales revenue five straight years from $3.28 million in 2005 to $3.52 million in 2009, cutting
costs by 30% in membership through customer surveys, sales and recruiting and customer feedback.
• Exceeded performance in quality control, quality assurance and inventory purchasing.
• Servicing (33,000) members with 1500+ calls daily with a 3% abandonment rate.
• 98% percent call turnaround within 45 seconds of receipt of calls.
• Maintained an annual budget of $13,000 for customer service training and development.

3. EDUCATION & TRAINING
Strayer University – Camp Springs, MD Bachelor of Science, Business Administration
Strayer University – Camp Springs, MD Associate of Arts, Human Resources
CERTIFICATIONS:
• American Sign Language (1995); International Customer Services Association (2004); CEO’s Customer
Service Certified (2011); CSAT; PPI & FOIA Training (2012)
TECHNICAL PROFICIENCIES:
• MS Office Suite (Word, Excel, Mac), AMIS Membership Database, WebEX knowledge 3Com, NetForum,
Salesforce CRM, CA Ticketing Database, Xtraction Database, LAN/WAN Software & Hardware, Citrix
Team Approach, AGS Database, Backbaud Team Approach, MS Sharepoint,MS Dynamics CRM, Colbalt,
Personify datasbase, Magento Database and InContact Phone System.