Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Additional Information
Timeline
Generic
SHERRY BROWN

SHERRY BROWN

Plover,WI

Summary

SALES & OPERATIONS LEADER Dynamic and results-driven senior leader with a successful track record of leading global business/call center operations. Leverages a passion for leadership, customer service, sales and problem solving, to develop, execute, and deliver forward-thinking, business-focused solutions that produce strong sustainable results that are aligned with organizational goals and objectives. Experience with leading large-scale business transformation, strategic planning, and process improvement, as well as driving global enterprise initiatives. Establishes and maintains strong internal and client relationships and earned recognition from client for exceptional service and quality standards.

Overview

29
29
years of professional experience

Work History

Customer Success Agent

Population Health
11.2020 - Current
  • Assist clients enrolled in Medicare with utilizing their benefits
  • Connecting clients with prescription drug savings and management, meal delivery programs, free rides to doctor appointments, primary care coordination, mental health, and wellness programs
  • Advocate for Medicare-eligible clients to ensure clients maximize their benefits
  • Handle over 40 calls a day
  • Accident & Health license

Realtor

Empower Real Estate
07.2019 - 08.2020
  • Assisted buyers with finding ideal homes by assessing needs, requirements, and budgets.
  • Wrote contracts to outline sales and purchases of properties.
  • Resolved client concerns related to home purchases to maintain high satisfaction ratings.
  • Advised and informed prospective clients on current market activities and conditions.

Regional Manager

Harvard Risk Management
07.2016 - 12.2019
  • Work with companies to mitigate risk in areas of fraud prevention and identity theft resolution
  • Present and educate employees on risks associated with identity theft and legal issues
  • Oversee national region for sales of company products, supervising a team of 30+ sales representatives
  • Recruit, mentor, and train new product sales team members
  • Manage product sales lifecycle and oversee every aspect of the sales process
  • Meet or exceed periodic sales goals, new client requirements, and revenue quotas
  • Prepare documentation, quote sheets, marketing materials, and reports.

Health & Weight Management Coach

LTL LIFESTYLE WEIGHT MANAGEMENT COACHING
08.2015 - 07.2016
  • I teach people to take charge of their bodies through proper nutrition & exercise
  • Provide healthy lifestyle coaching to clients to help them improve their lifestyle.

Assistant Vice President Travel Guard Initiatives

TRAVEL GUARD
01.2009 - 01.2015
  • Assisted with driving strategic operational service and support for the organization including critical business changes, new technologies, and delivery models in areas of Business Continuity and Development, Compliance, Audit, Sourcing, Distribution, and Employee Satisfaction
  • Managed through design, development, and implementation of initiatives and ensured business solutions delivered optimized business capabilities
  • Oversaw Audit and SOX teams and ensured compliance with all applicable federal, state, local, and corporate regulations
  • Conducted comprehensive research and strategic negotiations to procure products and services for the organization
  • Managed Office Services Distribution Center, mail services, and office supplies for Stevens Point and its remote offices
  • Drove global delivery standards including on-time delivery of travel supplies fulfillment and monitored and tracked customer feedback to measure effectiveness and opportunities for improvement
  • Awarded MarketTools ACE award for 5 consecutive years for Outstanding Service Delivery.

Director Operations Management

01.2006 - 01.2009
  • Shaped and executed consolidation of global operations within four geographical areas of the world into one virtual operation through strategic development and implementation of a robust infrastructure including Workforce Management, Voice of Customer (VOC), Telephony Integration, and Case Management System
  • Developed and implemented a centralized solution for managing global human resources, including forecasting work volumes, resource scheduling, and break optimization
  • Drove a rigorous customer feedback process and administered and reported on global customer satisfaction for all service centers including Stevens Point, Houston, United Kingdom, Buenos Aires, and Malaysia
  • Researched, planned, and executed new global telephony platform which aligned all service centers and allowed for consistent service delivery
  • Executed new case management system for all medical assistance delivery centers around the world resulting in increased efficiency and transparency with case work from each service center
  • Focused on employee engagement and satisfaction initiatives and created a positive work environment to drive achievement of strategic organizational goals.

Director of Call Center Development

01.2001 - 01.2006
  • Directed call center operations including a staff of 250+, and accountable for the development and implementation of call center activities including hiring, training, workforce management, facility, client relations, contract negotiations and communication
  • Planned, developed, and implemented various call center initiatives including a new concept to guarantee the best rates for airfare, and ensured exemplary service delivery with minimal impact to call handling time.

Manager Customer Service

01.1995 - 01.2001
  • Provided oversight for a 24x7 customer service and sales call center responsible for assisting customers with the purchase of travel insurance products and services
  • Drove the planning, administration, and execution of call center operational processes including training, customer satisfaction, and client relationships
  • Awarded a contract with American Express and built a service center and established new infrastructure within 60 days of contract signing including hiring, developing and facilitating training
  • Utilized strategic sourcing and recruiting methods to attract talent including on-site job fairs and grew staff from 15 to 70 and then 250
  • Drove high service standards and increased customer service satisfaction scores from the low 60s to upper 80s
  • Awarded the Chairman Award for Quality from American Express, an award typically reserved for internal American Express employees.

Education

Villanova University
Villanova, PA
2011

Mid-State Technical College
Stevens Point, WI
1990

Skills

  • Call Center Operations Leadership Coaching Quality Control Training and Development Sales Operations Management Account Management Data Analysis B2B Sales Sales Management
  • Project Management Team Management Survey Design Relationship Management Customer Service Fraud Prevention Sales Recruiting Employee Development Employee Benefits Employee Engagement Risk Management Holistic Health Coaching Marketing Social Media Marketing Adobe
  • Sales Coaching
  • Sales Tracking

Accomplishments

  • Master Certification in Organizational Leadership Master Certification in Six Sigma
  • Financial Accounting for the Non-Financial Manager Lean Six Sigma Black Belt
  • Next Level Purchasing Senior Professional Supply Management Human Resources Management
  • Diversity Programs & Employment Laws
  • Strategic Organizational Leadership
  • Workplace Violence & Threat Management
  • Institute for Integrative Nutrition Health Coach
  • The Seven Habits of Highly Effective People Principle-Centered Leadership
  • Leadership Facilitator Certification First Things First
  • Time Management
  • Real Estate License
  • Accident and Health License

Additional Information

  • Leadership Facilitator Certification First Things First
  • Time Management
  • Real Estate License
  • Accident and Health License

Timeline

Customer Success Agent

Population Health
11.2020 - Current

Realtor

Empower Real Estate
07.2019 - 08.2020

Regional Manager

Harvard Risk Management
07.2016 - 12.2019

Health & Weight Management Coach

LTL LIFESTYLE WEIGHT MANAGEMENT COACHING
08.2015 - 07.2016

Assistant Vice President Travel Guard Initiatives

TRAVEL GUARD
01.2009 - 01.2015

Director Operations Management

01.2006 - 01.2009

Director of Call Center Development

01.2001 - 01.2006

Manager Customer Service

01.1995 - 01.2001

Villanova University

Mid-State Technical College

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SHERRY BROWN