Sherrie Lynn Himmler
Hayden
Summary
Detail-oriented compliance and customer service professional with proven expertise in fraud investigation, regulatory adherence, and high-volume member support. Skilled at developing customer rapport, identifying procedural gaps, implementing process improvements, and leveraging tools like Salesforce to enhance efficiency and service delivery. Recognized for adaptability into short term positions across diverse industries from financial services and credit union operations to service dispatch and healthcare administration, consistently driving measurable results and strengthening organizational integrity.
Overview
13
13
years of professional experience
Work History
Remote Customer Service Representative
Beacon Hill Staffing
03.2024 - 10.2024
- Delivered technical and application support for 30,000+ AMCAS submissions, resolving issues such as password resets, frozen screens, unsaved content, and upload errors while meeting 24-hour resolution goals.
- Boosted medical school acceptance rates by 2.3% by analyzing pre-med student academic experiences and providing personalized guidance on application requirements across multiple communication channels.
- Implemented new support protocols during MCAT registration system crashes, collaborating with advisory and pre-med teams to prioritize assistance requests via Zendesk ticketing and streamline high-volume issue resolution.
- Contract
Fraud Detection Agent
PSCU, Inc.
06.2023 - 03.2024
- Investigated 75+ financial fraud cases averaging 600 transactions each, guiding victims through reporting, setting recovery expectations, and providing security recommendations to prevent future asset loss.
- Coordinated with detection team peers to manage routed calls from 4,000+ financial institution call centers, contributing to a 20% increase in productivity and improved customer experience.
- Adhered to AML protocols, balancing risk and compliance understanding by strong attention to KYC protocols, transactional monitoring, pattern recognition, and fraud scoring to track hundreds of transactions daily, identifying fraud trends in payment activity, ACH transfers, and account takeover attempts.
- Contract
Member Call Center Consultant
Connexus Credit Union
01.2022 - 06.2023
- Elevated member service experience by integrating cross-selling initiatives and technical support, driving a 30% increase in online banking engagement and 20% growth in mobile deposits.
- Executed a wide range of teller operations from account servicing to fraud monitoring and loan servicing including car titles and lien release, with 100% compliance.
- Designed step by step guide for accessing loan payment portal, eliminating repeat calls and allowing a 15% increase in call volume and assistance to more callers.
- Identified and corrected a regulatory compliance gap in Reg E dispute procedures, collaborating with compliance department to update processes and prevent potential noncompliance risks.
Call Center Support Representative II
Jack Henry and Associates, Inc
07.2021 - 12.2021
- Managed inbound and outbound calls for 8–12 credit unions simultaneously, quickly adapting to each institution’s policies, systems, and verification processes to deliver accurate member support.
- Balanced high call volume with rapid decision-making, providing pertinent information and handling account servicing, loan inquiries, and fraud concerns with precision and compliance.
- Verified callers across multiple institutions, applying specific protocols to safeguard member accounts while providing account servicing tasks such as transfers, balance inquiries and payments.
- Fostered positive member interactions, resulting in two service awards based on customer feedback.
- Contract
Customer Service Consultant
Highstate Distribution
11.2018 - 06.2021
- Coordinated 70+ daily calls and 50+ chat/email inquiries, dispatching service crews for warranty repairs and emergency visits while resolving customer concerns promptly.
- Decreased project delays and budgeting challenges by consolidating product and material catalogs into a single digital database, ensuring consistent stock availability and efficient supply delivery.
- Improved homeowner satisfaction by leading the creation of a customer response team to address post-project complaints quickly, while keeping service crews on schedule for new projects.
Customer/Patient Care Provider
UAB School of Dentistry
04.2012 - 10.2018
- Facilitated front desk and telephone requests for appointments, insurance, and treatment activity, cultivating strong patient relationships and personalizing outcomes for 65+ daily callers and 50+ scheduled patients.
- Bolstered clinic profit margins by introducing private practice techniques within academic setting, including staggered scheduling, pre-appointment preparation, and delegating nonclinical tasks to free residents’ time for patient care.
- Reduced failed appointments by 10% through the creation of patient feedback surveys, fostering stronger communication between residents and patients and driving service improvements.
- Achieved recognition as employee of the quarter for maintaining 98% in customer experience goals, exceeding goal requirement of 90%.
Education
Associate of Science - Political Science, Cum Laude
Jefferson State College
Birmingham, AL05.1999
Skills
- Root Cause Analysis
- Client Relationship Management
- Customer Service
- Technical Support
- Dental/Medical Terminology
- Teller Transactions
- HIPPA
- Chat and Email Support
- HubSpot
- Slack
- Zoom
- SaaS
- Microsoft Office
- Google Workspace
- Salesforce
- Fraud Monitoring/Reporting
- Microsoft Teams
- Zendesk
Timeline
Remote Customer Service Representative
Beacon Hill Staffing
03.2024 - 10.2024
Fraud Detection Agent
PSCU, Inc.
06.2023 - 03.2024
Member Call Center Consultant
Connexus Credit Union
01.2022 - 06.2023
Call Center Support Representative II
Jack Henry and Associates, Inc
07.2021 - 12.2021
Customer Service Consultant
Highstate Distribution
11.2018 - 06.2021
Customer/Patient Care Provider
UAB School of Dentistry
04.2012 - 10.2018
Associate of Science - Political Science, Cum Laude
Jefferson State College