SHERI WELLS
Owasso,OK
Summary
A result oriented Manager with nineteen years' experience calibrating with diverse business groups and cultures on a National and International level to optimize performance, efficiencies and achieve customer service excellence. Motivated Manager with a proven track record to lead, implement change and drive organizational results in Operations, Sales and Customer Service Proficiency performing root cause analysis to identify operational, process or procedural gaps, prioritizing business impacts and implementing strategies to improve performance, reduce business risks, and ensure compliance to policies and practices Effective team collaborator focused on business needs and solutions utilizing critical thinking, process management and data driven analysis to isolate cause and engage business partners to implement changes Strong work ethic and track record of success within diverse and cross-cultural business groups with a history of developing long-lasting relationships based on a foundation of trust, integrity, and honesty
Overview
1825
1825
years of professional experience
Work History
Sr. Manager, Systems Administration & Operations
AT&T Call Center
09.2015 - 07.2024
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Implemented and developed operational standards, policies and procedures.
- Consistently met or exceeded annual performance targets set by senior leadership.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
- Improved team productivity by implementing agile methodologies, reducing project completion times and enhancing collaboration.
- Enhanced team performance with regular coaching sessions, focusing on individual strengths and areas for improvement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- 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.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Utilized data-driven insights to make informed decisions that resulted in higher returns on investments.
- Enhanced company reputation by driving successful initiatives that addressed client pain points effectively.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Launched quality assurance practices for each phase of development
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Provided strong leadership to enhance team productivity and morale.
Vendor Manager – Sr. Specialist
AT&T Mobility and Consumer Operations
06.2015 - 05.2018
- Managed multiple vendor sites ensuring adherence to AT&T policies, procedures while ensuring operational efficiencies within technical support for DirecTV, AT&T Uverse and Mobility products and services
- Provide guidance on strategy implementation and execution to optimize performance to AT&T specifications
- Costa Rica, San Jose (DBS): KPI attainment of 108.50% to goal resulting in 1650 BPS (37.48%) improvement
- Clark 1, Philippines (DBS): KPI attainment of 110.00% to goal resulting in 1600 BPS (36.35%) improvement
- Gurgaon, India (Uverse & Mobility): KPI attainment of 101.00% to goal resulting in 1800 BPS (40.89%) improvement
- Improved Work Flow Engine (WFE) tool usage by 48.59% on a quarterly basis
- Reduced Average Handle Time by 4.30 minutes and lowered Repeat Rate by 15.12% resulting in a savings of $459,947.00
- Issue identification within operational system and call flow lags discovered and isolated six customer impacts
- Cross collaboration with IT, Process Management, Training and Engineering group on system and call flow resulted in 14.02% improved customer satisfaction with increased visibility and resolution incorporated into system flow
- Mitigated financial compliance risk across business lines with restructured profiling ensuring proper financial limits resulting in cost savings of $320,000.00
- Incorporated clinics and learning labs across each vendor site resulting in a monthly savings of $47,200 by facilitating Dispatch on Demand (in home service call) trial with 25 agents resulting in a reduced frequency in truck rolls
- SME liaison with business merger between AT&T and DirecTV responsible for identifying issue resolution steps within Work Flow Engine, identifying process and procedure gaps, implementing resolutions
- Managed vendor performance to maximize profitability and achieve financial objectives.
- Reduced costs by identifying opportunities for consolidation of services and strategic partnerships with key suppliers.
- Streamlined procurement processes for increased efficiency in sourcing, negotiating, and contracting with vendors.
- Trained team members on best practices in vendor management, fostering a culture of continuous learning within the department.
- Established clear performance metrics for vendors, enabling data-driven decision-making during supplier evaluations and negotiations.
- Championed vendor management best practices across the organization, promoting a culture of collaboration between internal teams and external partners for mutual success.
- Implemented robust data analysis practices to guide decision-making, enhancing product relevance and customer satisfaction.
- Streamlined team workflow, implementing agile methodologies to significantly enhance project turnaround times.
- Improved vendor relationships with consistent communication and performance feedback.
- Implemented continuous improvement initiatives within the vendor management function, driving operational excellence throughout the organization.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Assistance Queue Manager
AT&T Mobility and Consumer Operations
03.201 - 05.201
- Managed 20 Assist Queue frontline supervisors handling customer escalations, Office of President escalations and dedicated VIP accounts
- 31.5.% annual reduction on escalated calls with introduction of Assistance Desk Ambassador program implementation
- 37% improved AQ KPI performance resulting in 1st place ranking within business organization
- Utilized data analytics in conjunction with behavioral methodology to enhance coaching and development tactics to lead associate to self-identify areas of opportunity and create actionable strategies to improve individual performance
- Promoted 20% of staff by identifying career aspirations, mentoring and encouraging professional development
- Employee Engagement Chair improved internal employee satisfaction results by 39%
- Red Hat deployment team responsible for startup of vendor sites and implementing organizational structure and establishing hierarchy teams to align with AT&T specifications and contractual agreements
- Responsible for the following sites: Cebu, Philippines; San Salvador, El Salvador; Puerto Princesa, Philippines
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.a
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Senior Manager
HSBC Banking and Card Services
02.2005 - 10.2013
- Manage team of 8 Operational Analyst and 4 Administrative personal within Information, System and Operations department
- 32% improved efficiency with creation and implementation of report consolidation using Interactive Performance Dashboard
- Effective time management skills used to manage, initiated, implement and maintained business operations, analytics, processes and project initiatives from scope to closure within the Information, Systems and Operations teams on a National and International level
- Attained 98% compliance auditing and resolution on International scale for regulatory and HSBC guidelines
- Collaborated and executed on business strategies improving site KPI attainment by 39%
- Contributed to design, implementation, and management of supplier relationships for workload strategies, tactical execution ensuring low impact to overall production
- 98% Incentive payout accuracy for 2700 associates with improved system enhancements and process tracking on actual performance attainment and sales
- Flexibility with change management, operational excellence, process improvements and execution of initiatives 93% within timeline allotted
- Actively listened and focused on needs of multiple sites and vendors
- Presented pertinent audit data and facts to identify and solve moderate to complex issues, mitigate risk and mediate performance challenges and presented recommendations to senior and executive leadership across multiple lines of business to improve internal efficiencies and effectiveness
- Organized multiple projects from inception to implementation while overseeing staff and the strategic planning process utilizing analysis methodologies such as Risk, GAP, Root Cause, SWOT, Cost, and Business Needs Analysis
- Conducted regulatory audits and reporting based on business policies and federal regulations
- Monitored compliance and identify risk, recommended improvement opportunities and business improvements
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.
- Championed company-wide diversity and inclusion initiative, creating more supportive and innovative work environment.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Launched quality assurance practices for each phase of development
- Set aggressive targets for employees to drive company success and strengthen motivation
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Enhanced team performance with regular coaching sessions, focusing on individual strengths and areas for improvement.
- Revitalized underperforming product lines by analyzing sales data, leading to focused improvement efforts and increased profitability.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Consistently met or exceeded annual performance targets set by senior leadership.
Education
Bachelor of Science - FRCD Consumer Resources
Oklahoma State University
Stillwater, OK05.1984
Skills
- Vendor Management
- Operational management
- Exceptional customer service
- Process Improvements
- Data analysis and reporting
- Risk Management/Compliance/Auditing
- Training, Coaching & Development
- Organizational Workforce
- Quality Assurance
- Strategic Business Planning
- Data-driven forecasting
- Policy & Procedure Development
- Process improvement facilitation
- Sales & Incentives
- Engaged Leader
- Communications
- Vendor assessment
- Strategic negotiation
- Relationship management
- Vendor management
- Service excellence
- Problem-solving
- Time management
- Proficient in managing multiple tasks
- Organizational skills
- Critical thinking
- Proficient in Microsoft Office
- Operations management
- Demonstrated professionalism
- Continuous improvement
- Strong organizational skills
Awards
- Presidential Performance Award
- Corporate Recognition Award
- National Performance Award
- Great Ideas Service Excellence
- Star Performer Award
- Communication Task Force Leader
- Change Management Task Force Leader
- Interactive Performance Dashboards
- Customer Needs Analysis Platform
- 1 HSBC/1 Call Resolution/VRU-IVRU
- 32% Improved efficiency Internationally
- 22% increase in sales performance
- 38% improved customer satisfaction
Additional Education
- Life and Health Insurance
- Compliance and Auditing
- Certified Leadership Academy Tactics
- Series 6 and 63
- Banking and Card Principles
- Microsoft Office Suite
- Six Sigma Green
- Leadership Development
Timeline
Sr. Manager, Systems Administration & Operations
AT&T Call Center
09.2015 - 07.2024
Vendor Manager – Sr. Specialist
AT&T Mobility and Consumer Operations
06.2015 - 05.2018
Senior Manager
HSBC Banking and Card Services
02.2005 - 10.2013
Bachelor of Science - FRCD Consumer Resources
Oklahoma State University
Assistance Queue Manager
AT&T Mobility and Consumer Operations
03.201 - 05.201
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