Teresa Turner-Guercia

Director, Student Services Contact Center

Professional Overview
Teresa Turner-Guercia is a seasoned contact center and operations professional with over 15 years of experience driving customer service excellence across the healthcare, insurance, and education sectors. As the Director of the Student Services Contact Center at Penn Foster, she leverages her deep expertise in call center management, process optimization, and workforce planning to deliver exceptional student experiences and operational efficiencies.

Experience Summary

Current Role
As the Director of the Student Services Contact Center at Penn Foster, Teresa is responsible for overseeing all aspects of the institution's contact center operations. She leads a team of dedicated professionals in providing comprehensive support and guidance to Penn Foster's diverse student population, including prospective, current, and alumni students. Under her leadership, the contact center has achieved significant improvements in first-call resolution rates, average handle times, and student satisfaction scores.

Career Progression
Prior to her role at Penn Foster, Teresa held various managerial and leadership positions within the healthcare and insurance industries. She served as the Contact Center Operations Manager at Conduent, where she spearheaded the implementation of new technologies and training programs to enhance agent productivity and customer experience. Additionally, Teresa has held roles as the Director of Pre-Service Clearance at Passport Health Communications, Patient Service Call Center Manager at Geisinger Health System, and Call Center Manager at Cigna Healthcare, where she consistently delivered measurable operational improvements and process optimizations.

Academic Background
Teresa holds a Bachelor of Science degree in Business Administration from The Pennsylvania State University, with a focus on marketing and management. Her academic achievements and commitment to continuous learning have been instrumental in her professional development and ability to drive innovative solutions in the contact center and customer service domains.

Areas of Expertise

• Contact center management and operations

• Process optimization and workflow management

• Workforce planning and performance management

• Customer experience and service excellence

• Healthcare and insurance industry knowledge

• Project management and process improvement

Professional Impact
Throughout her career, Teresa has spearheaded numerous initiatives that have had a significant impact on the organizations she has served. At Penn Foster, she has led the implementation of advanced call center technologies, enabling the team to provide more personalized and efficient support to students. Additionally, she has developed and implemented comprehensive training programs for her staff, resulting in improved first-call resolution rates and increased customer satisfaction.

Conclusion
With her extensive experience, strong leadership skills, and unwavering commitment to excellence, Teresa Turner-Guercia is poised to continue driving exceptional outcomes for the students of Penn Foster. Her deep industry expertise, coupled with her ability to foster a culture of continuous improvement, make her a valuable asset to the institution and a respected thought leader in the contact center and customer service domain.