Originally from Maryland, Terrie Knight has been part of the Answering Service Care family for over 30 years. She started in 1991 as an operator and has been running our Training and Quality Assurance division for over 20 years. A true teacher, Terrie has provided valuable training to countless employees over the years. Below she tells us about her milestone 20-year anniversary trip, what she loves most about her job, and what’s on her bucket list.
What is your role at Answering Service Care?
I am the Director of Quality Assurance & Training. I run the Training and Quality Assurance division, taking employees from Point A to Point Z in learning everything they need to learn about the answering service.
How long have you been with the company?
I have been with Answering Service Care for over 30 years! I started on June 17, 1991 as an operator working the 4-to-midnight shift. After about six months I was approached to become a team lead, which is what we call a manager nowadays. I managed the call volume, helped operators when they had a question, and assisted clients. A year later I went to the Training and Quality Assurance division (which I currently head) and I ran this department as well as the Scheduling and Workforce department simultaneously for a few years. After that I did a short stint in Client Experience and then returned to the Training and Quality Assurance department, which I’ve been heading for over 20 years now. Growing up I always wanted to be a teacher and that’s what I am!
What is your favorite part of your job?
I love teaching people about how the answering service industry works and helping them learn new skills that will help them to succeed. They arrive at their first training class not knowing much about what we do, and they leave as experts. There is nothing better than seeing our team members get promoted and branch off to other departments within the company.
What is the most important lesson you have learned while working here?
The most important lesson I have learned is how to be patient. I think before I react and remind myself that everyone learns at a different pace.
When our employees celebrate their 20-year anniversary, the company sends them on an all-expenses-paid vacation to wherever they wish to go. Tell us about your trip!
For my trip I took my daughter to Europe. We started in Rome and then got on a cruise ship, which was the biggest ship in the world at the time. We cruised to several ports in Italy, including Florence, Tuscany, and Pisa. Italy has the most amazingly fresh food. It beats any pizza or pasta you can get here in the US. From there we went to Barcelona, where I enjoyed the best hot chocolate and all the Gaudi architecture. Next was France, where we had a kayaking adventure in the middle of the sea. Lastly, we flew to Sicily. I’m Sicilian, so it was important to me to stop there. While we were there the Pope was visiting, so the city was shut down. We made the most of it with gelato and watching the visit on TV.
Overall, the trip was an amazing experience. It was something I would have never done on my own. I would love to go back for my 40-year anniversary.
Where are you originally from?
What do you enjoy doing in your time off?
I like to travel, go to theme parks, cook, eat, shop, sleep, listen to music, garden, hair (I change my hair color often), play around with makeup, and decorate my apartment. The list can go on and on.
What is one accomplishment in your life that you’re really proud of?
I’m really proud of raising my daughter on my own and doing a terrific job!
What is something people may not know about you?
I am funny!
What is something on your bucket list that you haven’t had a chance to complete yet?
Someday I’d like to move to Colorado to be closer to my family.