Scherria Valentine
Charleston,SC
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
17
17
years of professional experience
Work History
National Maintenance Dispatch Manager
Con-rex Property
02.2022 - 08.2023
- Develop policies for Dispatch Center for implementation, training dispatchers
- Oversee maintenance issues for new construction homes and ensure effective and long-term problem resolution,
- Develop, and implement procedures for effective and efficient operation of the management of maintenance requests given by our residents, monitors programs and procedures to ensure resident satisfaction.
- Supervised employee performance, preventive maintenance, and safety.
- Delegated tasks to carefully selected employees in alignment with resource management goals.
- Collaborated with other departments to verify completion of maintenance tasks.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Created and implemented maintenance program to optimize operational efficiency and reduce downtime.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Originations Supervisor
American Credit Acceptance
01.2020 - 01.2022
- Supervisor a team of underwriters and funders to ensure accuracy and efficiency in funding, underwriting, and sales process
- Partnering with others to manage the loan performance and ensure alignment with all state and federal regulations as well as company policies and procedures.
- Handled dealer complaints, resolved issues, and adjusted policies to meet changing needs.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives, and communication goals.
Contact Center Supervisor
Anyone Home
01.2017 - 01.2020
- Manages a team of up to 20+ employees including work from home employees while overseeing the overall success of the Contact Center operations
- Ensuring high quality phone calls, technical accuracy and enforcing company policies and procedures
- Motivate and encourage employees through positive communication and feedback
- Conduct phone call reviews and provide associates with feedback to ensure the quality of phone calls
- Communicate with associates via side-by-side, 1x1’s email and G-Chat to promote availability and efficiency
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Directed, guided, coached and mentored team of 25 agents and surpassed individual and corporate goals.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Assist with interviewing and promoting potential candidates for Supervisor and Team Lead position
- Trained and mentored new supervisors and team leads in their new roles.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
SITEL – Operations Manager
SITEL Worldwide
01.2016 - 01.2017
- Supervised a team to meet or exceed client and corporate goals, including operational metrics, quality, customer satisfaction, client satisfaction, profitability, and productivity
- Complete regular monitoring, coaching, and development of supervisors and agents.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and maintained relationships with external vendors and suppliers.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
Contact Center Supervisor
Charter Communications
01.2007 - 01.2016
- Coach and develop a retention and sales team to exceed sales goals
- Daily Monitored team's performance and quality to meet company standards
- Motivated a team using competitions to drive performance
- Provide 360 feedback to the team to promote ownership and values
- Collaborated with a manager, peers, and other departments to develop and share strategies to drive performance
- Used Performance Management to ensure team aligned with company and department goals
- Supported customer escalations from Corporate or Regional offices, Attorney General, Better Business Bureau, and other agencies
- Follow-up for closure/final resolution to each customer’s issue
- Respond to government agencies via mail or email of final resolution.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
Education
Master of Science - Organizational Leadership
COLUMBIA SOUTHERN UNIVERSITY
Orange Beach, AL10.2023
BBA - Business Administration
SOUTHERN NEW HAMPSHIRE UNIVERSITY
10.2021
Skills
- Daily Progress Reports
- Adaptability and Flexibility
- Employee Performance Evaluations
- Maintenance Programs
- Vendor Relationship Management
- Team Leadership
- Maintenance Reports
- Train Workers
- Project Deadlines
- Task Prioritization
- Inspect Completed Work
- Coordinate Work
- Spreadsheet Tracking
- Maintenance Repairs
- Product and Service Sales
- Staff Management
- Accurate and Precise
- Word Processing
- Dependable and Consistent
- Continuous Improvements
Timeline
National Maintenance Dispatch Manager
Con-rex Property
02.2022 - 08.2023
Originations Supervisor
American Credit Acceptance
01.2020 - 01.2022
Contact Center Supervisor
Anyone Home
01.2017 - 01.2020
SITEL – Operations Manager
SITEL Worldwide
01.2016 - 01.2017
Contact Center Supervisor
Charter Communications
01.2007 - 01.2016
Master of Science - Organizational Leadership
COLUMBIA SOUTHERN UNIVERSITY
BBA - Business Administration
SOUTHERN NEW HAMPSHIRE UNIVERSITY
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