Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Sherrel Ferguson

Buffalo,NY

Summary

Customer-oriented Supervisor with over 20 years of hands-on experience overseeing employee performance and offering knowledgeable guidance and support. Dedicated in addressing and resolving conflicts to maintain team harmony and performance. Dependable management skills with tracking record of success, while paying attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit.

Overview

21
21
years of professional experience

Work History

Suprervisor

Centene
M, TX
03.2003 - 12.2023
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.
  • Directed and supervised team of 15 employees in daily operations.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Coordinated employee schedules according to shift changes and availability.
  • Provided ongoing training to address staff needs.
  • Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
  • Established and enforced clear goals to keep employees working collaboratively.

Team Leader

Centene
Buffalo, NY
03.2013 - 12.2016
  • Maintained a positive work environment that promoted collaboration between team members.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Participated in regular meetings with senior leadership to provide updates on team progress.
  • Established clear expectations for employees, providing guidance when needed.
  • Provided coaching and feedback on employee performance, encouraging professional development.

Customer Service Representative

Centene
Buffalo, NY
03.2003 - 03.2013
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Education

Some College (No Degree) -

Erie Community College
Buffalo, NY

Skills

  • Business Development
  • Staff Management
  • Data Analytics
  • Strategic Planning
  • Process Monitoring and Improvement
  • Goal-Oriented
  • Complex Problem-Solving
  • Training and mentoring
  • Staff Development
  • Employee Motivation

References

References available upon request.

Timeline

Team Leader

Centene
03.2013 - 12.2016

Suprervisor

Centene
03.2003 - 12.2023

Customer Service Representative

Centene
03.2003 - 03.2013

Some College (No Degree) -

Erie Community College

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Sherrel Ferguson