Sherri Thibeaux
Oakley,CA
Summary
Resourceful Services Specialist skilled in customer service management and conflict resolution. Recognized for productivity and efficient task completion. Excellent communication, problem-solving, and adaptability ensure smooth operation and client satisfaction.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Membership Services Specialist
The Surplus Line Association of California
San Ramon, CA
01.2024 - Current
- Responsible for creating a positive disposition of the organization through the onboarding and outreach of broker members licensed by the California Department of Insurance.
- Reviewed and updated broker licenses during renewal periods for accuracy and compliance.
- Maintained broker and agency employee contacts in internal database.
- Promoted services provided by the organization via member outreach.
- Utilized phone, email, and web conferences to communicate with broker members.
- Collected membership documents and collaborated with the technology department for SLIP initiation and support.
- Identified brokers and agency employees needing SLIP training and collaborated with the Data Analysis team to recommend candidates for the New Filer Program.
- Met with multiple departments to identify use cases for the new Sales Force CRM.
- Contacted the California Department of Insurance on the broker's behalf for help with licensing issues.
Education and Compliance Specialist
The Surplus Line Association of California
San Ramon, CA
07.2020 - 12.2023
- Responded to questions and inquiries on surplus line laws, regulations, and related matters on behalf of the broker members.
- Produced compliance webinars and provided training on broker requirements, duties, and responsibilities.
- Facilitated continuing education courses and training programs for the organization's broker members.
- Provided compliance education to brokers on surplus line laws and requirements.
- Planned conference schedules, booked speakers, assisted with travel logistics and catering for live courses taught in San Ramon studio.
- Assisted with marketing efforts and served as the primary point of contact for speakers.
- Collected invoices for speaker fees and submitted it to accounting for payment and/or reimbursement.
- Published courses in internal database for broker registration.
- Gathered necessary forms and credentials from speakers to submit to the CDI for course / speaker approval.
- Met with speakers to discuss course topics and outlines.
- Maintained attendance and participation during webinars, and facilitated questions to the speaker during the course.
- Audited broker attendance and participation during webinars to meet DOI requirements.
- Awarded continuing education credits and certificates to brokers meeting the course requirements.
- Collaborated with multiple departments to create consistent procedures for handling broker issues.
Data Analyst
The Surplus Line Association of California
San Ramon, CA
06.2015 - 07.2020
- Reviewed surplus line filings for accuracy and compliance.
- Notified brokers of errors to correct on submitted filings.
- Responded to inquiries about filing procedures, tags, stamping fees, and premium taxes.
- Worked on special projects and provided feedback to improve database and operating procedures.
Field Administrator
Compex Legal Services
Oakland, CA
06.2009 - 04.2012
- Performed administrative duties such as filing, data entry and document preparation.
- Organized and managed electronic files, documents and records in accordance with established procedures.
- Assisted field personnel in completing paperwork, reports and other related tasks.
- Maintained accurate records of all activities in order to track progress and ensure compliance with regulations.
- Responded promptly to inquiries from internal customers regarding issues related to field operations.
- Facilitated training sessions for new hires.
- Scheduled appointments with custodians of records.
- Digitized documents into the system.
- Provided customer service assistance via phone or email responding promptly to inquiries.
- Checked office stock to determine supply levels and maintain inventory.
- Sorted and processed mail.
Collections Specialist I
Comcast Cable
Livermore, CA
03.2009 - 06.2009
- Successfully collected on large debt ratios.
- Reviewed delinquent accounts and contacted customers via phone, email or mail to negotiate repayment terms and payment arrangements.
- Analyzed account histories, monitored payments, reconciled discrepancies and updated customer information in the database.
- Maintained records of collection activities for each account, including contact attempts, payment arrangements and resolution status.
- Researched customer disputes regarding billing errors or incorrect charges; resolved discrepancies with internal departments as needed.
- Developed relationships with debtors to encourage timely payments while providing excellent customer service.
- Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties.
- Remitted payments received from customers promptly while adhering to all applicable laws and regulations governing the collection process.
- Drafted letters outlining repayment plans; sent correspondence informing customers of their rights under state law regarding collections practices.
- Processed incoming payments accurately using computerized systems; verified amounts against invoices and statements before posting transactions.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Processed payments over phone and set up recurring drafts.
- Recorded and updated customer personal accounts with accurate contact information.
Fraud Specialist II
Wells Fargo
Concord, CA
06.2007 - 04.2008
- Reviewed and analyzed customer account activity to identify any fraudulent activities.
- Monitored customer accounts for unusual behavior or irregularities that may indicate fraudulent activity.
- Investigated suspicious transactions, identified potential fraud patterns, and reported findings to the management team.
- Provided recommendations for improvements in existing processes to reduce the risk of future fraud incidents.
- Evaluated customer requests for changes in account status based on established criteria to determine if they are legitimate or potentially fraudulent.
- Educated customers on best practices for avoiding fraud and provided guidance on how to spot suspicious emails or other indicators of possible scams.
- Responded promptly to customer inquiries about suspected cases of fraud or other issues related to their accounts.
- Monitored daily transaction activities to detect unauthorized access and potential fraud.
Sr. Customer Service Representative
Bank of America
Concord, CA
09.2005 - 06.2007
- Processed transactions such as transfers, fee reversals, online banking, tech support, and hold releases.
- Processed and serviced claims for business and consumer customers.
- Investigated customer claims and evaluated the credibility of customers' statements.
- Identified potential fraudulent activity and reported it to management.
- Reviewed customer account information to verify accuracy and completeness of data.
- Responded to customer inquiries via telephone, email, or other forms of communication.
- Researched customer questions and provided detailed answers in a timely manner.
- Analyzed documentation submitted by customers to determine validity of claims.
- Assessed claims for eligibility and prepared appropriate paperwork accordingly.
- Maintained accurate records of all claim activities in accordance with legal requirements.
- Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
Customer Service Manager/Cash Office Associate
WalMart
Pittsburg, CA
11.2003 - 09.2005
- Provided exceptional customer service to ensure customer satisfaction.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Processed payments, reconciled accounts and made bank deposits.
- Verified cash drawer, counted money and balanced receipts.
- Assisted customers in locating products within the store.
- Maintained records of all daily transactions in an organized manner.
- Resolved discrepancies between physical count of cash and register balance.
- Performed opening and closing procedures according to established guidelines.
- Identified suspicious activities or irregularities and reported to management immediately.
- Trained new employees on proper cash handling techniques and policies.
- Managed change fund accurately throughout the day with minimal errors.
- Processed refunds and credits due to customers in a timely manner.
- Prepared and checked cashier register tills.
- Organized cash movements between offices and to or from banks.
- Distributed cash, change, and equipment to sales associates, and assisted with end-of-shift accounting to document revenue handling.
Education
M.A. New Media Journalism -
Full Sail University
Winter Park, FL02.2017
B.A. Communication -
Patten University
Oakland, CA05.2012
Skills
- Microsoft Office Proficiency
Certification
- Leadership Essentials Certificate Program – Cornell University ILR School.
- Brand Storytelling Certificate Program – Cornell University ILR School.
- HR Essentials Certificate Program – Cornell University ILR School.
- Strategic Storytelling Certificate Program – Cornell University ILR School.
- Content Writing Certificate Program – Cornell University ILR School.
- Diversity and Inclusion for HR Certificate Program – Cornell University ILR School.
Timeline
Membership Services Specialist
The Surplus Line Association of California
01.2024 - Current
Education and Compliance Specialist
The Surplus Line Association of California
07.2020 - 12.2023
Data Analyst
The Surplus Line Association of California
06.2015 - 07.2020
Field Administrator
Compex Legal Services
06.2009 - 04.2012
Collections Specialist I
Comcast Cable
03.2009 - 06.2009
Fraud Specialist II
Wells Fargo
06.2007 - 04.2008
Sr. Customer Service Representative
Bank of America
09.2005 - 06.2007
Customer Service Manager/Cash Office Associate
WalMart
11.2003 - 09.2005
M.A. New Media Journalism -
Full Sail University
B.A. Communication -
Patten University
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