Adam Sherrick
Gallatin,TN
Summary
Ambitious Operations Manager with experience leading and directing contact center operations with more than 1,000 employees. Disciplined manager with 10+ years of contact center leadership experience and proven track record of success in multiple roles within contact center and supply chain industries.
Overview
18
18
years of professional experience
Work History
Contact Center Operations Manager
Gap Inc
Gallatin, TN
09.2021 - Current
- Directed strategic workforce planning, KPI performance management, and technical support for remote contact center of 1,000+ employees.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and business partners, serving as key advocate and change leader for various initiatives.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
- Developed quality employees within contact center to take over leadership positions.
- Reported issues to higher management with great detail, providing solutions when able and engaged in process through resolution.
Contact Center Customer Service Manager
Gap Inc
Gallatin, TN
07.2020 - 09.2021
- Recruited, hired and trained personnel, working to establish key internal functions and outline scope of positions for new contact center site location.
- Trained and guided team members to maintain high productivity and performance metrics, while developing high-quality work environment as measured through performance assessments and employee satisfaction ratings.
- Established and oversaw performance targets for contact center associates, determining quality assurance and productivity benchmarks and setting standards for improvement, driving 10%+ improvement in quality and productivity team metrics.
- Handled problematic customers and to assist employees and maintain excellent customer service
DC Operations Manager
Gap Inc
Gallatin, TN
05.2019 - 07.2020
- Established positive and effective communication among staff and organization leadership, reducing miscommunications, errors and lost productivity.
- Led warehouse improvement initiatives to advance operational efficiencies to reduce labor and production costs, including implementing ticket tracking system and worked with team to create customized system for improved tracking and logging of work issues.
- Directed initiatives to achieve regulatory compliance and chargeback results while fostering a strong safety culture and meeting component quality standards.
Contact Center Operations Manager
Gap Inc.
Groveport, Ohio
03.2015 - 05.2019
- Directed strategic workforce planning, KPI performance management, and technical support for remote contact center of 1,000+ employees.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and business partners, serving as key advocate and change leader for various initiatives.
- Cultivated and strengthened lasting business partner relationships using strong issue resolution and dynamic communication skills.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
- Developed quality employees within contact center to take over leadership positions.
- Reported issues to higher management with great detail, providing solutions when able and engaged in process through resolution.
Contact Center Operations Assistant Manager
Gap Inc.
Groveport, Ohio
06.2013 - 03.2015
- Responsible for workforce management, KPI metrics, exception workloads and internal chat helpdesk for cross-site and remote Contact Center producing year over year KPI improvements
- Cultivated IT partnerships to help drive resolution of high severity issues and improve process efficiencies.
- Led new team, creating a culture of open, honest communication through team-oriented committees, each designed to improve on team identified opportunities.
- Created and implemented flexible scheduling options for front-line Contact Center staff reducing attrition and absence rates by 10%+ YOY.
Contact Center Fraud supervisor
Gap Inc.
Groveport, Ohio
05.2008 - 06.2013
- Responsible for managing a team of 20-30 fraud prevention and Business Direct sales agents, implementing fraud and sales strategies to meet or exceed fraud and sales goals year over year.
Business Direct Account Representative
Gap Inc.
Groveport, Ohio
03.2008 - 05.2008
- Responsible for Business Direct Sales and Service
Senior Fraud Specialist
Gap Inc.
Groveport, OH
05.2006 - 03.2008
- Responsible for managing and measuring work, helpdesk support and analyzing fraud trends.
Seasonal Customer Service Supervisor
Gap Inc.
Groveport, OH
10.2007 - 02.2008
- Responsible for leading team of 20-30 seasonal customer service agents.
Fraud Specialist
Gap Inc.
Groveport, OH
10.2005 - 05.2006
- Responsible for fraud verification and customer service.
Merchandise Processor
Gap Inc.
Groveport, OH
09.2004 - 10.2005
- Responsible for inbound, picking/packing, wave planning and outbound customer fulfillment processes.
Education
Associate of Arts - Small Business Management
Columbus State Community College
Columbus, OH2008
Skills
- Team Leadership
- Data Analysis
- Project Management
- Customer Service Management
- Cost Reduction
- Verbal and Written Communication
- Staff Scheduling
- Mathematical Calculation and Reasoning
- Employee Motivation
- Business Forecasting
Systems Knowledge
- TCS Workforce Management
- NICE IEX Workforce Management
- Salesforce
- Kronos
- Workday
- Avaya
- NICE ENGAGE
- ServiceNow
Timeline
Contact Center Operations Manager
Gap Inc
09.2021 - Current
Contact Center Customer Service Manager
Gap Inc
07.2020 - 09.2021
DC Operations Manager
Gap Inc
05.2019 - 07.2020
Contact Center Operations Manager
Gap Inc.
03.2015 - 05.2019
Contact Center Operations Assistant Manager
Gap Inc.
06.2013 - 03.2015
Contact Center Fraud supervisor
Gap Inc.
05.2008 - 06.2013
Business Direct Account Representative
Gap Inc.
03.2008 - 05.2008
Seasonal Customer Service Supervisor
Gap Inc.
10.2007 - 02.2008
Senior Fraud Specialist
Gap Inc.
05.2006 - 03.2008
Fraud Specialist
Gap Inc.
10.2005 - 05.2006
Merchandise Processor
Gap Inc.
09.2004 - 10.2005
Associate of Arts - Small Business Management
Columbus State Community College