Sherri Singleton
Loveland
Summary
Over 20 years in the retail industry delivering exceptional client support. Demonstrates meticulous attention to detail, consistently meets strict deadlines and communicates with clarity while contributing to the achievement of departmental and organizational objectives.
Overview
30
30
years of professional experience
Work History
DCS Backline Associate
Macy's Credit and Customer Service
01.2024 - Current
- Developed and implemented standardized processes and comprehensive training documentation for a newly established department of 19 team members, focused on managing and processing new refunds for Marketplace sellers for Macy's and Bloomingdales
- Oversee and coordinates daily workload distribution for all department team members to ensure efficient operations and balanced task management
- Generate reports from Power BI
- Manage and maintain a centralized spreadsheet to support the manager in tracking and analyzing departmental performance metrics
- Oversee the Backline Digital inbox
- Assist customers with Macy's Marketplace refund inquiries and resolutions
- Manage the intake of various label requests and ensure timely delivery to customers
- Oversee end-to-end processing of weekly UPS claims files for Macy's and Bloomingdale's related to lost or damaged claims
- Compile and manage reporting for approved UPS claims related to lost/damaged shipments
- Update shared reports with Bloomingdale's luxury brand partner Kering twice weekly and initiate incident cases at seller request
- Provided comprehensive support to direct manager and successfully assumed leadership responsibilities during her maternity leave
- Participate in bi-weekly Marketplace Group team meetings to align on goals, updates, and initiatives
- Participate in weekly Boost & Build sessions to review customer calls and evaluate opportunities for improved customer experience
BT Backline Associate
Macy's Credit and Customer Service
01.2023 - 2024
- Managed the Mismatch queue, efficiently resolving daily transactional errors to ensure operational accuracy
- Resolved Aged Hold and Reauthorization queues, working cross-functionally with Credit to address declined house card issues
- Reviewed unauthorized warehouse orders pending loading and created a shared spreadsheet to streamline resolution for department
- Managed the Inspection Follow-up queue by contacting customers regarding inspection results, ordering parts, and facilitating exchanges as needed
- Utilized Mainframe to remove DARTS from the Reauthorization queue
- Managed the Product Information queue, conducting thorough product research across multiple sources
Sales and Service Hybid
Macy's Credit and Customer Service
01.2020 - 01.2023
- Assisted customers with product inquiries, guided merchandise selection, and processed new orders
SR Account Executive
Epsilon
01.1996 - 01.2018
- Managed loyalty websites and email marketing campaigns for major retail brands, ensuring seamless live updates and deployments in collaboration with clients
- Provided reporting for each campaign, along with adhoc reporting as requested by the client
- Assisted with pulling data together for the Client Quarterly Business Review
- Bonus Offer Management – Responsible for intake, requirements, coordination of set up and testing and ongoing management of high-value bonus offers. Communicated directly with the client to ensure the offers are set up and executed to meet the client's expectations
- Managed projects from end-to-end, from requirements to schedules, budgets, etc., ensuring the project is completed on time
- Primary contact for the client's high-volume call center; including creation of training document, assisting with creation of new user IDs, and troubleshooting issues
Education
Certified in Clerk Typist -
Live Oaks Vocational
Graduated - undefined
Goshen High School
Skills
- Excellent written and verbal communication
- Versed in email and website requirements
- Knowledgeable of basic HTML
- Time Management & Prioritization
- Proficient in Microsoft Excel (reporting, formulas, pivot table, etc)
- Familiar with FTP transfers and file encryption
- Generate reports from Power BI
- Self-Motivated
- Team Leadership and Support
- Familiar with FTP transfers and file encryption
- Proficient Microsoft Word and PowerPoint
- Project Management
Timeline
DCS Backline Associate
Macy's Credit and Customer Service
01.2024 - Current
BT Backline Associate
Macy's Credit and Customer Service
01.2023 - 2024
Sales and Service Hybid
Macy's Credit and Customer Service
01.2020 - 01.2023
SR Account Executive
Epsilon
01.1996 - 01.2018
Graduated - undefined
Goshen High School
Certified in Clerk Typist -
Live Oaks Vocational
Similar Profiles
Telnysha DavisTelnysha Davis
Credit Services Specialist at Macy's Credit And Customer ServiceCredit Services Specialist at Macy's Credit And Customer Service
Kathleen KrajewskiKathleen Krajewski
Regulatory Compliance Auditor at Macy's Credit And Customer ServiceRegulatory Compliance Auditor at Macy's Credit And Customer Service
India DoveIndia Dove
Peer Mentor at Macy's Credit And Customer ServicePeer Mentor at Macy's Credit And Customer Service
Bridget MowryBridget Mowry
Registered Nurse Supervisor at BHG Behavioral Health GroupRegistered Nurse Supervisor at BHG Behavioral Health Group
Kimberly Carpenter BS, RVT, RDCSKimberly Carpenter BS, RVT, RDCS
Vascular Sonographer at The Christ HospitalVascular Sonographer at The Christ Hospital