Destiny Sherrod
Jacksonville,FL
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
6
6
years of professional experience
Work History
Parts manager
Caliber collision
- Daily responsibilities consist of reading estimate and accurately ordering all parts required for each job, checking parts on arrival for damage and that are correct, invoicing, and distributing them to technicians
- Using CCC to input parts invoice
- Managed parts inventory, returns and stocked parts. Ordered parts for customers, repair shops, and service departments for use on vehicles.
- Rearranged parts department to better serve changing trends and keep workspaces organized.
Call Center Director
Vermeer Southeast Sales and Service
Jacksonville , FL
02.2020 - Current
- Supervised call center agents in FLorida, Georga and Alabama
- Travel to all three states regularly to coach, train and review.
- Develop operational strategies and business policies, as well as making decisions about communication equipment and software for call center operations.
- Established team priorities, maintained schedules and monitored performance.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Recruited new hires and trained on phone system and company procedures
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Software administrator for Ring central.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Ensure my team maintains the company's expectations on production levels, answering on average 19,940 calls per month.
- I have completed multiple leadership trainings with Vermeer southeast
- I have created the SOP and Manual for call center.
- Creating and maintained company directory.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Parts department/ office administrator
Vermeer Southeast Sales and Service
11.2017 - 02.2020
- Daily responsibilities consist of, taking parts order per phone call or walk in customers
- Reading work orders and ordering parts
- Reading and looking over schematics to find parts
- Packaging outbound parts and receive inbound parts and stock orders
- Helping walk-in in customers.
- Loading and unloading freight trucks with forklift
- completed monthly inventory of all equipment and parts in Jacksonville location.
- Office administrative role, make sure all cash in store is counted then and take the deposit to the bank
- answer all inbound phone calls for the company alongside call center team.
- Ensure all phone calls are directed to the correct person
- Take care of any parts report for sales and shipping.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Education
High School Diploma -
Middleburg High School
Middleburg, FLSkills
- Demand Forecasting
- Invoice Processing
- Stock Management
- Goal Setting
- POS Systems Operations
- Customer Relations
- Inventory Management
- Staff Training
- Operations Management
- Inventory Auditing
- Performance Improvement
- Customer Service
Timeline
Call Center Director
Vermeer Southeast Sales and Service
02.2020 - Current
Parts department/ office administrator
Vermeer Southeast Sales and Service
11.2017 - 02.2020
Parts manager
Caliber collision
High School Diploma -
Middleburg High School