Sherley Francois
Augusta,GA
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
9
9
years of professional experience
Work History
Content Strategist Team Lead
Center for Digital Strategy
09.2024 - Current
- Enhanced online engagement with the creation of compelling content for various platforms.
- Monitored comments sections across platforms to address negative feedback and maintain brand reputation.
- Collaborated closely with marketing teams to align social media initiatives with larger promotional goals.
- Created shareable content
- Strengthened brand identity with consistent messaging, tone, and visual elements across all posts.
- Boosted brand visibility by developing and implementing engaging social media campaigns.
- Managed social media accounts for clients, generating interest for existing and upcoming product or service releases.
- Interacted with fans and clients in effort to take advantage of positive posts and feedback to boost brand identification.
- Developed a strong online presence for clients through targeted social media strategies tailored to their unique needs.
- Coached team members in techniques necessary to complete job tasks.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Devised and implemented processes and procedures to streamline operations.
User and Product Operations
ByteDance
04.2022 - 04.2023
- Contributed to continuous improvement initiatives focused on enhancing operational efficiencies across all areas of the business.
- Maintained detailed documentation of product specifications, enabling efficient communication among internal teams and external partners.
- Collaborated with cross-functional teams to help improve operational workflow.
- Managed product rollouts, user training, testing, and internal communications.
- Led operational initiatives to solve ongoing strategic operations challenges.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Collaborated with team members to share best practices for handling complex inquiries and improving overall performance.
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
- Maintained extensive knowledge of company policies, procedures, and offerings to effectively address customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and provided backup support for organizational leadership.
Medical Review Analyst
EDCO Health Information Solutions, Inc.
01.2022 - 04.2022
- Contributed to a higher client satisfaction rate by providing thorough and timely responses to inquiries regarding medical reviews.
- Balanced multiple projects simultaneously without compromising quality or missing deadlines.
- Proactively identified potential issues within reviewed documents, reducing instances of oversights or inaccuracies.
- Reduced errors in financial reporting through diligent attention to detail and thorough verification processes.
- Maintained strict confidentiality while handling sensitive financial information as part of the review process.
Client Support
Agero Inc.
01.2020 - 07.2021
- Promoted a positive company image by maintaining professionalism and demonstrating excellent customer service skills in all interactions.
- Updated internal databases with detailed notes regarding each call handled, allowing for seamless follow-up if needed.
- Handled challenging situations with diplomacy, resolving conflicts between customers and service providers when necessary.
- Consistently met or exceeded performance benchmarks related to call handling time and customer satisfaction scores.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
Assistant Manager
Domino's
08.2015 - 06.2017
- Developed strong working relationships with staff, fostering a positive work environment.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
Dental Assistant
Family Dentistry
11.2016 - 02.2017
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
- Provided chairside assistance during examinations, improving dentist efficiency and patient satisfaction.
Education
Certificate - Dental Assistant
Lincoln college of technology
11.2016
High school or equivalent -
Lake Worth High School
01.2015
Skills
- Community Engagement
- Quality Control
- Operations Management
- Production Monitoring
- Regulatory Compliance
- Talent Acquisition
- Problem-Solving
- Attention to Detail
- Team Supervision
- People Management
- Analytical Thinking
Timeline
Content Strategist Team Lead
Center for Digital Strategy
09.2024 - Current
User and Product Operations
ByteDance
04.2022 - 04.2023
Medical Review Analyst
EDCO Health Information Solutions, Inc.
01.2022 - 04.2022
Client Support
Agero Inc.
01.2020 - 07.2021
Dental Assistant
Family Dentistry
11.2016 - 02.2017
Assistant Manager
Domino's
08.2015 - 06.2017
High school or equivalent -
Lake Worth High School
Certificate - Dental Assistant
Lincoln college of technology
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