Summary
Overview
Work History
Education
Skills
Timeline
Generic

Laura Sherman

Clayton,CA

Summary

Results driven professional with experience in Human Resources, conflict resolution, and organizational support. Adept at fostering positive workplace cultures, streamlining processes and delivering exceptional service that strengthens employee engagement and customer loyalty. Recognized for adaptability, proactive problem solving and a collaborative approach that drives organizational success.

Overview

38
38
years of professional experience

Work History

Customer Service Representative

Trescal Inc.
05.2024 - Current
  • Resolved a high volume of customer service concerns in a fast-paced, high-pressure environment, consistently meeting or exceeding performance targets.
  • Handled 30 or more customer requests per day and closed more than 70 tickets per week improving resolution speed.
  • Accurately documented 100 percent of customer interactions in ATLAS, ensuring clear communication and seamless case handoffs.
  • Delivered swift, solution-focused follow-up to both customer and company issues, reducing repeat inquiries and escalation rates.
  • Identified and implemented process/service improvements by collaborating with operations to streamline work flows, leading to measurable efficiency gains.
  • Partnered with cross-functional teams to expedite logistics for urgent orders, ensuring on-time delivery and protecting key client relationships.
  • Strengthened team performance by applying advanced organizational skills, clear communication, and high emotional intelligence, fostering a positive and productive work environment.
  • Expanded product and service knowledge through self-driven learning and active participation in team meetings, trainings, and workshops, increasing first-contact resolution rates.

Owner

Sherman Swim School
04.1993 - 05.2024
  • Directed all business, finance, and human resources operations for a family-owned company with a sixty-three year history in the same location, ensuring smooth daily operations and long-term stability.
  • Maintained the company's strong reputation in the community, fostering trust and loyalty that sustained the business for decades.
  • Oversaw daily operations, ensuring tasks were completed accurately and efficiently by team members.
  • Built and nurtured long-term relationships with clients, vendors, and community partners.
  • Oversaw budgeting, financial planning and reporting, ensuring fiscal health and compliance across regulatory requirements.
  • Managed scheduling of hourly employees (including minors), payroll, benefits administration, learning and development, and employee relations, creating a supportive work environment that encouraged retention.
  • Established and promoted a positive workplace that fostered employee engagement, collaboration, and loyalty.
  • Supported strategic decision making to adapt to market changes while preserving the company's core values and service standards.
  • Engaged with customers to provide a personalized experience, ensuring a successful learner outcome for students.

Business Analyst

TRW Electronics Systems Group
04.1987 - 04.1993
  • Collaborated in cross-functional team meetings to share insights, evaluate business challenges, and recommend data-driven solutions, improving process efficiency and decision making.
  • Leveraged proficiency in TRW Accounting Systems to extract, validate, and interpret financial and operational data for reporting and analysis.
  • Provided subject matter expertise and to business and technical teams on IRAD (Independent Research and Development), B&P (Bid and Proposal) and Indirect budget activities ensuring compliance with internal and regulatory requirements.
  • Designed and developed customized financial and operational reports, transforming complex datasets into clear, actionable visual dashboards for stakeholders.
  • Partnered with the Manager of Financial Forecasting to support buget planning, variance analysis, and predictive modeling.
  • Gathered, analyzed, and synthesized quantitative and qualitative data to inform strategic initiatives and deliver actionable insights to the CTO.

Education

Bachelor of Arts - Liberal Studies With A Business Studies Option

Cal State University Hayward
Hayward, CA
12-1996

Skills

  • Customer Relationship Management (CRM)
  • Conflict Resolution and De-escalation
  • High-Volume Case and Ticket Management
  • Strategic Problem Solving & Decision Making
  • Cross-Functional Collaboration
  • Process Improvement and Workflow Optimization
  • Client Retention and Loyalty Building
  • Accuracy and Attention to Detail
  • Professionalism and Positivity
  • Multitasking and Prioritization
  • Dependability and Accountability

Timeline

Customer Service Representative

Trescal Inc.
05.2024 - Current

Owner

Sherman Swim School
04.1993 - 05.2024

Business Analyst

TRW Electronics Systems Group
04.1987 - 04.1993

Bachelor of Arts - Liberal Studies With A Business Studies Option

Cal State University Hayward

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