Sherri Singleton
Loveland,OH
Summary
Over 20 years in the retail industry delivering exceptional client and colleague support. Experienced in leadership skills, call quality management, reporting and analytics, process improvement, and customer issue resolution.
Overview
31
31
years of professional experience
Work History
Admin, External Partnerships & Customer Care
Macy’s Credit and Customer Service
01.2025 - Current
- Serve as a primary resource for Partner Center Team Leads, providing daily guidance and support on complex customer issues and operational challenges.
- Provide targeted coaching and performance feedback to Partner Center Team Leads through call evaluations, driving consistency in customer interactions and leadership development.
- Facilitates regular I: Boost & Build sessions with Partner Center Team Leads, reviewing calls and delivering actionable coaching strategies to improve team performance and address outlier behaviors.
- Designed and implemented a comprehensive coaching tracker that streamlines feedback collection across multiple channels, including technical calls, general call reviews, MLO feedback, and cross-functional partner input.
- Developed and distributes a monthly MCAT Reject Report, highlighting trending rejection reasons and providing recommendations to reduce future rejects and improve submission quality.
- Created and delivered weekly Adjustment Reports with customized reporting views and analytics, enabling leadership to identify trends, monitor performance, and address potential outliers.
- Review content on various processes in Knowledge Nexus to ensure accuracy, usability, and an improved user experience and work with the team to update as needed.
DCS Backline Associate
Macy’s Credit and Customer Service
01.2024 - 01.2025
- 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.
- Oversaw and coordinated 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 - 01.2024
- 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, ensuring smooth transaction processing
- Managed the Product Information queue, conducting thorough product research across multiple sources
Sales and Service Hybrid
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
- Management of Email Campaign – Managed email campaigns from start to execution with tight turnaround
- Provided reporting for each campaign, along with ad hoc reporting as requested by the client
- Updated Sender Scores daily
- Assisted with pulling data together for the Client Quarterly Business Review
- Created/Updated internal documentation, as needed
- Assisted the Client with adhoc questions and requests
- Participated in weekend rotation to review file delivery
- Involved with the email platform migration for the ADCS client
- Worked with the client on the audience segmentation and assets, coordinating with the internal email team on the requirements, testing and deployment
- 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
- Directed day-to-day contact with the client’s Fraud Department by assisting with account inquiries
- Website Content Management – Responsible for intake, requirements, set-up and testing and ongoing management of the client’s web content (banners, landing pages and surveys); including updates to HTML content, images and copy. Worked closely with the interactive development team when needed
- Managed client’s auctions using a loyalty database. This involved promoting images and copy with quick turnaround and notifying the winner(s) at the end of each auction
- 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
Real Estate License -
Hondros College
West Chester, OH01-2019
Certified - Clerk Typist
Live Oaks Vocational
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Goshen High School
Skills
- Self-Motivated
- Knowledgeable of basic HTML
- Time Management & Prioritization
- Familiar with FTP transfers and file encryption
- Generate reports from Power BI
- Proficient in Microsoft Excel (reporting, formulas, pivot table, etc)
- Team Leadership and Support
- Excellent written and verbal communication
- Proficient Microsoft Word and PowerPoint
- Project Management
- Documentation and reporting
- Decision-making
- Personable and approachable
- Conflict resolution
- Problem-solving
- Performance improvement
- Multiple priorities management
- Process improvement
- Project coordination
- Verbal and written communication
- Client communication
- Performance monitoring
Timeline
Admin, External Partnerships & Customer Care
Macy’s Credit and Customer Service
01.2025 - Current
DCS Backline Associate
Macy’s Credit and Customer Service
01.2024 - 01.2025
BT Backline Associate
Macy’s Credit and Customer Service
01.2023 - 01.2024
Sales and Service Hybrid
Macy’s Credit and Customer Service
01.2020 - 01.2023
SR Account Executive
Epsilon
01.1996 - 01.2018
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Goshen High School
Real Estate License -
Hondros College
Certified - Clerk Typist
Live Oaks Vocational