Danielle Sherman
W9139 Blue Waters Pass, Cambridge,WI
Summary
Dynamic and results-oriented professional with extensive experience at DXC/Gainwell Technologies, showcasing a strong blend of technical proficiency in SAP and CRM systems and exceptional communication skills. Renowned for enhancing team productivity by over 30% through effective leadership and fostering strong customer relationships. Excel in mentoring staff and optimizing processes, with a proven track record in improving customer service delivery.
Overview
15
15
years of professional experience
Work History
Associate Business Process Services
DXC/Gainwell Technologies,
12.2023 - Current
- Currently working as a provider service unit lead.
- Managed approximately 130 incoming calls, emails and faxes per day from customers.'
- Responsible for monitoring calls, quality monitoring for customer service reps in my department, answering questions they might have, helping to de-escalate situations and assist other departments when they need help.
- Increased team productivity with effective communication, collaboration, and delegation of tasks.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Established as reliable resource for staff members troubleshooting complex administrative and training issues promptly.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Initiated timely response to emails, voicemails, and written correspondence.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Gathered, organized and input information into digital database.
Senior Assistant Business Process Services
DXC/Gainwell Technologies
11.2019 - 12.2023
- Responsible for mentoring customer service reps who have completed their initial training program as well as functioning as a SMEE for new programs that are to be implemented.
- Worked closely with the Unit Lead Supervisor assisting with answering CTNS (call tracking numbers), sending out EOBS (electronic remittance advices), and answering questions when asked in the Provider Service help chat. Recognized by most customer service reps as someone they can automatically go to whenever there are questions.
- Developed strong working relationships with internal departments and external partners, fostering seamless collaboration across teams.
- Attained expert level of product knowledge, becoming go-to person for major sales and vendor negotiations.
- Served as a trusted advisor to peers and junior team members, offering guidance on best practices while fostering an atmosphere of continuous learning within the workplace.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Assisted manager in all aspects of business operations.
- Completed daily logs for management review.
Inbound Sales Representative Trainee
Inspiro
05.2019 - 05.2019
- Responsible for answering incoming calls from new or previous customers in regards to television/cable products, services or promotions with the overall goal to sell new or additional services to that customer.
- Decided after initial training not to pursue this commission based sales role.
Senior Customer Service Representative
Grainger
09.2016 - 12.2018
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Processed, scheduled and executed customer orders for new and established customers.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
Senior Customer Service Representative
Grainger
08.2016 - 08.2017
- Started at Granger as an entry-level customer service representative. Responsibilities included order entry, returns, credits, and debits, and free of charges, via phone and email correspondence for the standard service division. Quickly progressed to the top of the team by meeting and exceeding individual daily, weekly, and monthly metrics.
- March 2017 transitioned to the government team on site working with the federal government. Responsibilities were similar to the previous standard service division, but focused on working with the armed forces, USPS, and other state government agencies.
- December 2017 to December 2018 assigned to Granger's top customer accounts in New York, New Jersey, New York City, the state of California and Miami Dade county Florida.
- Based on daily, weekly, and monthly personal performance numbers, regularly achieved the best metrics scores on my team. Recognized by my superiors and coworkers as one of the hardest workers on the team pulling many hours of overtime a week when needed.
Private Home Caregiver
Private Home Health Care
01.2016 - 12.2016
- Caregiver for a private resident who had CP. Often worked 55 to sometimes 77 hour work weeks resulting in double and triple shifts. Always willing to come in on off days to fill shifts when someone could not. Became client's "go to" person because of my reliability.
Lead Bartender
Drunken Monkey
01.2015 - 12.2016
- Weekend lead bartender. Always first to show up for the night shift and often the last one to leave. Personal “nightly till” was usually double or triple the amount of the other bartenders working alongside me. Acknowledged as fast and efficient, helping more than one person at a time during busy times.
Bartender
Wiggys
01.2014 - 01.2015
- Worked multiple shifts, often pulling double shifts. Tended bar as well as cooking at the same time.
- Knowledgeable on how to open and close the bar. Worked long hours and had to often lift and carry heavy materials up and downstairs.
Shift Lead
Jimmy John’s
01.2010 - 01.2014
- Started as an in-shop worker and quickly became a Shift Manager. Within a year was asked to assume a permanent position at the store and became the official Assistant Manager. As Assistant Store Manager was offered by upper management to attend “Jimmy School” for more training. As a full-time student at the time, was not able to fit “Jimmy School” into an already full schedule. Recognized as bosses "right hand", helping him through multiple tasks.
- Proud accomplishment included catching a thief in the store who had walked off with $5000.
Education
BA - Art
University of Wisconsin Whitewater
Whitewater, WI2016
Associates Of Arts And Science -
University of Wisconsin Rock County
Madison, WI2012
Skills
- SAP, CRM, SOE, HTML knowledge
- Advanced typography knowledge
- Microsoft Office suite proficient
- Brochure and newsletter, formatting
- Electronic logo design
- Photo enhancing
- Adobe InDesign
- Computer and electronics savvy
- Time management
- Conceptual thinker
- Strong design sense
- Gregarious and positive personality
- Flexible schedule
- Strong communication skills
- Organized, Quick learner
- Customer and customer service skills
- Beverage, alcohol, sellers, and services education training course (BASSET)
- Bar Management & Cash handling Accuracy
Timeline
Associate Business Process Services
DXC/Gainwell Technologies,
12.2023 - Current
Senior Assistant Business Process Services
DXC/Gainwell Technologies
11.2019 - 12.2023
Inbound Sales Representative Trainee
Inspiro
05.2019 - 05.2019
Senior Customer Service Representative
Grainger
09.2016 - 12.2018
Senior Customer Service Representative
Grainger
08.2016 - 08.2017
Private Home Caregiver
Private Home Health Care
01.2016 - 12.2016
Lead Bartender
Drunken Monkey
01.2015 - 12.2016
Bartender
Wiggys
01.2014 - 01.2015
Shift Lead
Jimmy John’s
01.2010 - 01.2014
BA - Art
University of Wisconsin Whitewater
Associates Of Arts And Science -
University of Wisconsin Rock County
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