Sheree’ Wright
Summary
To obtain a position in which I can utilize my diverse communication, sales, organizational and administrative skills while contributing to the growth of a company, as well as improving upon myself professionally. Seasoned Contact Center Manager adept at overseeing daily operations, implementing customer service policies, and managing large teams. Strong leadership skills demonstrated through effective team building, conflict resolution, and performance evaluation processes. Able to improve efficiency by optimizing call center procedures and improving training programs. Proven track record in enhancing customer satisfaction levels while reducing operational costs.
Overview
35
35
years of professional experience
Work History
Contact Center Manager
CDHA Management
05.2023 - 07.2024
- Managed multiple teams of contact center agents
- Managed all relationships with the managed BPO (Global agents)
- Responsible for the performance/coaching of individual agents, teams and BPO agents
- Monitored call volume, staffing levels, and agent activity to ensure productivity goals were made
- Prepared and distributed reports focused on contact center activities
- Conducted quality assurance reviews on each team
- Responsible for interviewing and hiring of staff to ensure adequate coverage
- Identified opportunities and developed workflow optimization and process improvements to enhance the customer experience
- Promoted teamwork to achieve organizational goals and objectives for patient access and retention
customer success manager II
Benefitfocus, inc
03.2021 - 05.2023
- Build and maintain relationships with a portfolio of Employer customers through all stages of the customer lifecycle; Manage customer relationships to maximize desired outcomes for the customers while increasing customer satisfaction and retention
- Stay abreast of industry and technology trends; Educate and advocate for customers on the basis of these trends
- Demonstrate effective command of Benefitfocus governance and decision-making processes, products/solutions, organizational structures, and technology infrastructure
- Lead the internal Benefitfocus team on behalf of the customer, motivating the team, coordinating across departments, anticipating and addressing needs, and ensuring the highest possible quality of work generated by the team
- Drive annual open enrollment success with customers, partnering with each customer to develop actionable steps with assigned owners, timelines and measurements while anticipating and removing roadblocks and orchestrating multiple resources
customer service center director
Benefitfocus, inc
08.2018 - 05.2023
- Manage daily contact center operations and supervised 105+ Benefit Service Administrators
- Creatively develop policies and procedures to achieve specific company goals, as well as to motivate and develop employees
- Ensure employees operate within guidelines through positive coaching and training
- Make decisions that have a short/long term impact on work processes, outcomes and customers
- Handle customer escalations with professionalism; expert problem resolution
- Maintain superior customer service expectations to ensure customer satisfaction is met at all times
- Control lowest possible attrition in order to promote a positive culture and brand loyalty amongst staff through employee engagement and internal promotions
call center general manager
mazzio’s llc
07.2015 - 01.2019
- Managed daily contact center operations and supervised 85+ professional employees, frontline supervisors and business support staff
- Prepared employee scheduling in accordance with projected sales activity
- Creatively develop policies and procedures to achieve specific company goals, as well as to motivate and develop employees
- Ensured employees operate within guidelines through positive coaching and training
- Make decisions that have a short/long term impact on work processes, outcomes and customers
- Implemented methods to raise sales growth percentages per quarter aligned with the overall company goal
- Handled customer escalations with professionalism; expert problem resolution
- Maintained superior customer service expectations to ensure customer satisfaction was met at all times
- Controlled lowest possible attrition in order to promote a positive culture and brand loyalty amongst staff through employee engagement and internal promotions
- Developed new lead targeting schemes and scripting for the optimization of existing programs
Government Enterprise Customer Service Manager
Cardinal Health
07.2011 - 05.2015
- Managed department operations and supervised 41 professional employees, frontline supervisors and business support staff
- Participated in the development of policies and procedures to achieve specific company goals
- Supervised supply chain distribution warehouse employees to ensure proper shipment of medicinal products
- Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
- Determined call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying
- Met call center financial objectives by estimating requirements; preparing an annual budget with the support and guidance of the financial department
- Prepared call center performance reports by collecting, analyzing, and summarizing data and trends
- Maintained professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
- Met performance targets for speed, efficiency, sales and quality management
- Coordinated staff recruitment, including writing vacancy advertisements and liaising with HR staff
- Handled the most complex customer complaints
Director of call center Management
garnett corp
01.2007 - 07.2011
- Provided strong, dynamic leadership that mentored, developed, and guided team members to efficiently leverage the value of every call for maximum net reservation revenue to clients
- Responsible for development and administration of annual department budget to attain business goals with operational stability
- Delivered results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
- Developed, implemented and maintained effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance
- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center
- Developed and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
- Coordinated analytic, strategic and technical resources to meet client expectations and ensured satisfaction
- Managed and expand client and coworker relationships
- Ensured compliance with regulatory agency guidelines and standards
Public affairs/Broadcast Journalist
United States Army Reserves, Armed Television Network
07.2000 - 05.2008
- Managed all content planning for the newsroom including the development of short, medium and long-range initiatives
- Worked in tandem with news management to deliver content to all platforms
- Managed the quality and angles of day-to-day content assignments
- Developed and planned quarterly content projects in line with the newsroom initiatives
- Managed and maintain editorial news partnerships
- Tracked newsroom story assignments to ensure content delivery was consistent
- Created and produced quality PSAs for the U.S
- Military
- Participated in the production of retention/recruiting video and voice-overs
- Reported accurate information via television and radio
Human resources manager
Quality foods, inc.
Little Rock, USA
02.1993 - 12.2006
- Launched and managed change process of new PTO program
- Managed various employee program such as life, medical, dental pension, and HSA accounts
- Created reports using SQL database and managed reports, perform from internet-base tools for research projects need for client insight
- Implemented new vendor for FSA administration and manage outstanding issues through continuous follow-up and vendor accountability
- Analyzed, processed and managed FMLA claims to determine eligibility and certification in compliance with state and federal regulations
- Processed payroll for a staff of approximately 800 employees; both hourly and salary through Kronos
- Assisted with payroll responsibilities utilizing ADP; help to prepare salary plans and various reports; maintained HRIS for company
- Designed and delivered employee orientation and all relate material; created and delivered PowerPoint presentations of benefit plans
- Provided training for all employees on OSHA BBP standards
- Maintained all employee health records, in compliance with OSHA
- Calculated, tracked and processed weekly employer HSA company match and employee account funding
Customer care TRAINING supervisor
mutual of omaha insurance companies
Omaha, USA
12.1989 - 01.1993
- Assisted in the recruitment and hiring of employees
- Trained and supervised 60+ call center employees
- Developed materials for training new employee to service and sale all insurance products and benefits to customers
- Demonstrated analytical and critical thinking skills
- Handled all customer escalations to ensure customer satisfaction
Education
BA -
University of Arkansas at Little Rock
Little Rock, Arkansas01.2004
AA -
Pulaski Technical College
North Little Rock, Arkansas01.2001
Broadcast Journalism/Public Affairs Certification -
Defense Information Systems
Fort Meade, Maryland01.2000
Basic military training skills -
Fort Sill
Lawton, OK01.1999
Skills
- Workforce Management
- Industry Expertise
- Compliance knowledge
- Crisis Management
- Staff recruitment
- Budgeting and finance
- Coaching and Mentoring
- Employee Motivation
- Document Management
- Technical Support
- Quality Assurance
- Training Management
- Call Monitoring
- Schedule Coordination
- Reporting skills
References
Available upon request.
Activities
- Member of Executive Women International.
- Member of Sister Friends United, Inc.
- Member of Veterans Recognition Committee and Diversity and Inclusion Council.
- Served on three employee committees within Benefitfocus.
Timeline
Contact Center Manager
CDHA Management
05.2023 - 07.2024
customer success manager II
Benefitfocus, inc
03.2021 - 05.2023
customer service center director
Benefitfocus, inc
08.2018 - 05.2023
call center general manager
mazzio’s llc
07.2015 - 01.2019
Government Enterprise Customer Service Manager
Cardinal Health
07.2011 - 05.2015
Director of call center Management
garnett corp
01.2007 - 07.2011
Public affairs/Broadcast Journalist
United States Army Reserves, Armed Television Network
07.2000 - 05.2008
Human resources manager
Quality foods, inc.
02.1993 - 12.2006
Customer care TRAINING supervisor
mutual of omaha insurance companies
12.1989 - 01.1993
BA -
University of Arkansas at Little Rock
AA -
Pulaski Technical College
Broadcast Journalism/Public Affairs Certification -
Defense Information Systems
Basic military training skills -
Fort Sill
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