Andrea Sherwood
Denton,NC
Summary
Strategic planner and operational leader with strong background improving performance, productivity, efficiency and profitability of departmental and organizational operations. Practiced in providing assorted teams with support and resources to succeed.
Overview
8
8
years of professional experience
Work History
Service Advantage Liaison
PepsiCo
Winston-Salem, NC
12.2022 - Current
- Organized and facilitated meetings, workshops, and other events to ensure successful outcomes with our Central Division MEM field partners.
- Coordinated communications between teams to ensure accurate information was shared in a timely manner.
- Collaborated with senior management to identify areas of improvement within existing systems or strategies.
- · Account management, proactive customer communication and collaboration while creating COFs, equipment, move and service orders.
- · Maintain and strengthen relationships between customer, ASP, FOBO, and Pepsi through coordinating customer owned equipment repair, maintenance, installation, exchanges, and account inquiries.
- Manage Unilever accounts and distributors.
Team Lead for Dispatch Optimization Lead
PepsiCo
Winston-Salem, NC
01.2021 - 04.2023
- Conducted regular performance reviews to assess individual team member progress for contract employees.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Reviewed employee surveys and implemented strategies to improve teamwork.
- Provided coaching and feedback on contract employees performance, encouraging professional development.
- Collaborated with other departments to ensure alignment of goals across teams.
- Maintained a positive work environment that promoted collaboration between team members.
- Facilitated communication between cross-functional teams within the organization.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Managed schedules for all of DOL
Dispatch Optimization Lead
PepsiCo
Winston-Salem, NC
04.2022 - 12.2022
- Created daily reports detailing response times, call volumes, and other pertinent information.
- Assigned service technicians to appropriate routes based on customer needs.
- Resolved customer complaints related to service issues or delays.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and redirected the service technician when necessary.
- Managed a large volume of phone calls while also managing a large volume of emails.
- Participated in team meetings discussing changes in procedures or processes.
- Monitored Click and adjusted call priorities regularly based on caller needs.
National Project Coordinator
PepsiCo
Winston-Salem, NC
11.2019 - 01.2021
- Performed regular reviews of project documentation and communicated results with relevant personnel.
- Managed national projects such as; soft conversions, flavor changes, disconnects, and reconnects by uploading, managing, and tracking the projects from beginning to end.
- Responsible for getting orders uploaded in either or both, CETs and SAP.
- Serve as a SME (subject matter expert) for project objectives, customer expectations, development, and ongoing training.
- Managed a relationship with the 3rd party companies.
- Generated weekly, monthly, quarterly reports summarizing key performance indicators.
- Managed communication channels between various teams involved in the execution of complex projects.
- Coordinated with internal departments as well as field partners to ensure successful completion of projects. Managing orders using Business Objects.
National Resolution Team
PepsiCo
Winston-Salem, NC
05.2019 - 11.2019
- Assisted customers with inquiries and complaints, providing timely resolution to customer issues.
- Closing and creating orders in SAP
- Monitor general service work orders for service compliance and engage with service providers for resolution.
- Obtain approvals for work from appropriate parties (3PO's) prior to dispatch.
- Serve as a SME (subject matter expert) project objectives, customer expectations, development, and ongoing training.
- Collaborated closely with cross-functional teams in order to provide comprehensive resolutions for customers.
- The use of Business Objects for reporting purposes.
Quality Assurance Senior Associate
PepsiCo
Winston-Salem, NC
08.2018 - 05.2019
- Developed and implemented strategies for increasing customer satisfaction.
- Monitored performance metrics to assess effectiveness of operational processes.
- Manage Qfiinity monitoring system to complete feedback evaluations for PES inbound agents, DOL, National RES Team, and National Tier 2 Team.
- Provide feedback and coaching to drive PepsiCo key initiatives and proper behavior according to the PES Quality Guidelines.
- Generate and cascade QA reporting and performance trend analysis.
- Identify and escalate performance and productivity concerns through the appropriate leadership channels.
- Provide side by side monitors and coaching of bottom performers. Providing feedback to improve agent accuracy and capabilities.
Dispatch Optimization Lead
PepsiCo
Winston-Salem, NC
11.2015 - 05.2018
- Communicate with SC MEM field leadership and service technicians in a effort to address routing concerns and office reasonable solutions.
- Manage a high volume of email and phones calls.
- Lead conference calls with the field partners.
- Understand Click (Continuous dispatch), CETs, Emailtopia, ePad Admin, and MS Office programs.
- Provided timely updates to customers regarding their orders or requests.
- Resolved customer complaints related to service issues or delays.
Education
Associate of Science - Criminal Justice
Montgomery Community College
Troy, NC05.2012
Skills
- Evaluation Capabilities
- Report Generation
- Cross-Functional Communications
- Proficient in Genesys, SAP, CETs, Continuous Dispatch, and some Business objects As well as Microsoft Office
- Attendance Guidelines
- Issue Resolution
- High-Pressure Environments
- Project Planning
Accomplishments
Awards:
- Act as Owner (6)
- Focus & Get Things Done Fast (4)
- Top Performer 7 months for 2023
- Raise the Bar on Talent & Diversity (3)
Timeline
Service Advantage Liaison
PepsiCo
12.2022 - Current
Dispatch Optimization Lead
PepsiCo
04.2022 - 12.2022
Team Lead for Dispatch Optimization Lead
PepsiCo
01.2021 - 04.2023
National Project Coordinator
PepsiCo
11.2019 - 01.2021
National Resolution Team
PepsiCo
05.2019 - 11.2019
Quality Assurance Senior Associate
PepsiCo
08.2018 - 05.2019
Dispatch Optimization Lead
PepsiCo
11.2015 - 05.2018
Associate of Science - Criminal Justice
Montgomery Community College