Shelly Terry

Detail-oriented and results-driven professional with extensive experience in commercial insurance, logistics coordination, customer service operations, banking, telecommunications, and claims auditing. Skilled in project coordination, stakeholder communication, regulatory compliance, workflow optimization, risk analysis, and process improvement. Proven ability to manage high-volume accounts, resolve complex customer concerns, lead cross-functional initiatives, and improve operational performance.

Currently completing Project Management Certification with focus on Agile methodologies, risk management, stakeholder engagement, and strategic execution.

Commercial Service Representative / Commercial Lines Account Manager - Progressive Insurance Companies - Remote

(2021-09)

• Manage commercial insurance accounts for business clients, ensuring policy accuracy, timely renewals, audits, endorsements, and compliance with underwriting guidelines.
• Serve as the primary point of contact for policyholders, agents, and internal departments regarding billing inquiries, coverage questions, claims support, and account servicing.
• Review and analyze policy data, loss trends, and documentation to identify risks, recommend solutions, and improve account performance.
• Coordinate with underwriting, sales, and claims teams to resolve complex issues while maintaining regulatory compliance and customer satisfaction.
• Prepare detailed reports, monitor service metrics, and streamline workflows to improve operational efficiency and response times.
• Support retention efforts by delivering exceptional customer service and maintaining strong client relationships.

Support Coach / Customer Service Advocate - Verizon Wireless - Charlotte, NC

(2017-07 - 2021-09)

• Led frontline support initiatives focused on improving customer satisfaction, employee performance, and operational efficiency within a high-volume call center environment.
• Handled escalated customer concerns related to billing disputes, technical issues, account management, and service interruptions, ensuring timely and professional resolution.
• Coached and mentored team members on communication strategies, compliance standards, customer engagement, and performance improvement.
• Monitored KPIs, call quality metrics, and productivity reports to identify trends and implement corrective action plans.
• Collaborated with leadership and cross-functional teams to implement process improvements that enhanced customer experience and reduced service delays.
• Assisted with training new hires and reinforcing company policies, procedures, and service expectations.

Leveraged Sales Consultant - AT&T - Charlotte, NC

(2014-12 - 2017-07)

• Provided consultative sales support to customers by identifying service needs and recommending wireless products, devices, and service plans.
• Managed customer accounts, processed upgrades, resolved billing concerns, and ensured a positive customer experience.
• Maintained compliance with company policies, sales procedures, and data security standards.
• Exceeded sales and customer satisfaction goals through relationship building, product knowledge, and solution-based selling.
• Supported operational efficiency by accurately documenting customer interactions and coordinating follow-up activities.

Warranty Claims Auditor - Electrolux Major Appliances - Charlotte, NC

(2013-02 - 2014-05)

• Reviewed and audited warranty claims submitted by service providers to ensure accuracy, policy compliance, and proper reimbursement.
• Investigated discrepancies, identified process gaps, and collaborated with internal teams to reduce errors and prevent financial losses.
• Analyzed claims data and generated reports that supported operational improvements and cost-saving initiatives.
• Maintained detailed documentation and ensured adherence to company procedures and quality standards.
• Communicated with service vendors and internal departments to resolve claim issues and improve processing efficiency.

CPA Coordinator - FedEx Trade Networks - Buffalo, NY

(2002-05 - 2007-08)

• Coordinated international shipping and logistics operations, ensuring compliance with customs regulations, import/export documentation, and company procedures.
• Managed shipment tracking, documentation processing, and communication between customers, carriers, brokers, and internal departments.
• Monitored timelines and resolved shipping discrepancies to maintain efficient freight movement and customer satisfaction.
• Prepared and reviewed commercial invoices, customs paperwork, and transportation documentation to ensure accuracy and regulatory compliance.
• Supported operational workflow improvements and maintained detailed records to meet reporting and audit requirements.

Customer Service Representative / Teller - M&T Bank - Buffalo, NY

(1997-11 - 2002-04)

• Processed financial transactions including deposits, withdrawals, payments, transfers, and check cashing while maintaining accuracy and compliance with banking regulations.
• Provided exceptional customer service by assisting clients with account inquiries, product information, and issue resolution.
• Balanced cash drawers, maintained transaction records, and adhered to security and fraud prevention procedures.
• Promoted banking products and services to support customer financial needs and branch sales goals.
• Resolved customer concerns professionally while building strong client relationships and ensuring a positive banking experience.

Project Management Certification - Project Management - DeVry University (2026-07)

Bachelor of Business Administration - Business Administration - Medaille College

Associate of Science - Medaille College