Sherri Mohrman
Plainfield,Illinois
Summary
Dedicated and dynamic professional possessing a 20+ year proven track record of superior performance within the call center space, seeks to obtain a full-time position combining both management and business experience to provide an outcome that is beneficial to both my employer and I.
Overview
17
17
years of professional experience
Work History
Senior Supervisor of Retail Marketing Operations
Health Care Service Corp. (HSCS)
01.2019 - Current
- Responsible for overseeing a multi-functional team that handles both incoming call volume and non-call inquiries
- Ensure employees have a clear understanding of expectations and responsibilities.
- Passionate about constructive and caring coaching to support my employees in reaching their maximum potential
- Maintain an inclusive work environment to represent and strengthen HCSC’s mission and values
- Resolves conflict compassionately and equitably consistent with HCSC code
- Responsible for engaging in planning and problem resolution to ensure team success
- Creates methods of reporting team performance, such as building bots in UI path, which saved the company over $65,000.00 in 2021
- Trained two CAS in Excel and pivot tables so they can organize data to determine any training or reminder needs
- Assists in testing and implementation of new programs or tools such as ACE and Apollo
- Proactively prepare the team for future changes using “ADKAR” model (Awareness, Desire, Knowledge, Ability, and Reinforcement.
- Creates Service tickets as needed to maintain efficiency in call flows
- Responsible for reviewing, updating, and approving employee timecards
- Work closely with peers to ensure that all nonexempt employees in our department are supported and can succeed.
- Evaluate the team multiple times yearly to confirm that they are keeping up and meeting division goals.
Operations Planning Specialist
Health Care Service Corporation, HCSC
01.2007 - 01.2019
- Responsible for watching intraday and scheduling phone reps for off-phone activities as the call center forecasting and business needs allow
- Responsible for daily, weekly, and monthly reporting in Excel for accurate metrics record-keeping
- Work closely with the Contact Center Command Center and other business areas to make sure that written work is being reviewed and worked promptly
- Trained to track trends in data to ensure that metrics are met
- Adheres to standards, policies, and pre-established guidelines to perform the functions of the job
- Assists management in creating ways to organize data and assigned skilling
- Responsible for setting up and implementing PTO bids for the contact center
Education
AA -
JOLIET JR. COLLEGE
Joliet, Illinois08.2023
Skills
- MS Windows 2010
- Office 365
- MS Word
- Excel
- Power Point
- Aceyus
- Outlook
- Visio
- Finesse
- NICE
- Staff Management
- Goal-Oriented
- Training and mentoring
- Employee Motivation
References
References available upon request
Additional Information
Currently attending Eastern Illinois University to achieve a BA in Psychology and a minor in Organizational Leadership.
Timeline
Senior Supervisor of Retail Marketing Operations
Health Care Service Corp. (HSCS)
01.2019 - Current
Operations Planning Specialist
Health Care Service Corporation, HCSC
01.2007 - 01.2019
AA -
JOLIET JR. COLLEGE
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