Sally Sherman

• Education role: using strong interpersonal communication skills to convey Sanctuary mission and information to guests and answer questions. Monitoring visitor areas for safety, cleanliness. Full day shifts walking visitor walkway. Adherence to sanctuary policies.
• Animal Care role: food prep, ground maintenance, assist with feeding and waters, drive vehicles.
• Mentor role: train new volunteers through both education and animal care tasks.
• Event support role: education, setup and teardown, fundraising. 2016-2019: assisted in organizing and running craft booth at fundraiser event.
• The Wild Animal Refuge Founders Day support: June 2019, 2020, 2022, 2023 October 2022, 2023. Provide direction and information to guests. Monitor visitor areas for safety, cleanliness, adherence to sanctuary policies.

Awards

o Lions Pride Award (worked over minimum of 192 volunteer hours annually): 2016, 2017, 2018, 2019, 2020, 2021, 2022, 2023

o The Hip Shooter Award 2016

o Above & Beyond Award 2018

o Jill of All Trades Award 2019

o Volunteer of the Year 2020

o Above and Beyond Award 2021

o Ride or Die Award 2022

o Magnificent 7 Award (7+ years as volunteer): 2022, 2023

o Pride Leader (400+ volunteer hours) Award 2023

o Guiding Star Award 2023

• Wrote requirements, including created mockups and prototypes, for systems processes and enhancements
• Conducted interviews with key business users to collect information on business processes and user requirements
• Created and delivered presentations on system enhancements and new processes to internal and external audiences
• Participated in and facilitated team meetings: created agendas, secured guest speakers, pursued follow up items
• Created, administered and analyzed usability surveys to internal and external audiences

• Proficiency in application and user support to ensure seamless customer subscription access
• Troubleshooting, new process design, testing, implementation and documentation
• Ticket resolution of 93% of tickets received by team, tested and documented average of 40 enhancements annually
• Trained users on systems to provide competency on related features
• Identified bottlenecks in processes and implemented new and improved procedures and policies to ease friction and improve efficiency

• Resolved system malfunctions through troubleshooting
• Resolved 88-95% of customer inquiries and issues daily
• Collaboration with business stakeholders and development team identifying, designing system and implementing enhancements
• Identified and resolved problems through root cause analysis and research.