SHERRY HETRICK
Springtown,TX
Summary
Experienced, team-oriented manager seeks expanded opportunities enhancing operations for a progressive and growth-oriented organization. Proven track record of exceeding goals in a fast pace, changing environment. A leader and team builder who enjoys challenges, leads by example, and can be counted on to accomplish desired results. Functional expertise includes: Operational and Administrative Management, Training & Development, Problem Solving and Process Improvement, Performance Management, Compliance, Workflow Design, Team Building, Interviewing & Staffing
Overview
18
18
years of professional experience
1
1
Certification
Work History
LDP Specialist
TruStage
02.2019 - Current
- Support Credit Unions with their protection solutions and assist in improving their cross-sell and up-sells
- Duties include: Consult with credit union leadership to execute successful initiatives with member-centric solutions, Increase protection solution sales with t use of LDP in accounts, Support and coach credit union staff with focus around LDP on a continual basis, Work with Lenders to improve protection and uncover additional needs of the members
- Enhanced employee performance by designing and delivering effective training programs.
- Collaborated with management to identify skill gaps and tailor training initiatives accordingly.
- Evaluated the effectiveness of training programs through participant feedback and performance metrics.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Facilitated virtual, in-person and blended learning sessions.
Claims Manager
TruStage
11.2016 - 01.2019
- Supervise and coach Senior Claims Professionals for Credit Life, Credit Disability, and Debt Protection
- Duties included: Monitor/continuous review of end to end claims experience from sales to claim to ensure consistent positive experience throughout including Puerto Rico Claims and Navy Federal Credit Union Claims, Monthly meetings and one on one sessions with team members
- Reward and recognize individual and team performance, Resolve escalated claim issues – from Credit Unions, Claimants, Field Staff, Assist and interact with support teams and credit unions to identify improvement, Provide Credit Union training for claims filing process and Life Plus Product
- Managed a team of adjusters, providing coaching and performance feedback for improved productivity.
- Developed training materials to ensure consistent handling of claims across the department.
- Analyzed claims data, identifying trends and areas for improvement in processes and policies.
- Oversaw regular audits of claim files ensuring accuracy in reserve amounts and adherence to established guidelines.
Claims Contact Center Team Lead II
TruStage
08.2006 - 10.2016
- Support Lending Claims Contact Center agents providing claims filing, claim status, and processing claim payments
- with team members
- Reward and recognize individual and team performance, Facilitate and/or coordinate all new hire training for Lending Claims contact center
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Held monthly team meetings to inform team members on company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Educated staff on organizational mission and goals to help employees achieve success.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Championed continuous improvement initiatives that resulted in optimized processes leading to cost savings for the organization.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted regular reviews of operations and identified areas for improvement.
- Developed effective improvement plans in alignment with goals and specifications.
Education
Bachelor of Science - Business Administration
Southern New Hampshire University
Manchester, NH2025
Skills
- Knowledge management
- Organizational Development
- Training delivery
- Learning Management Systems
- Coaching and Development
- Virtual Training
- Management Consultation
- Problem-Solving
- Relationship Building
- Territory Management
Career Accomplishments
- Managed the newly implemented Lending Claims Contact Center from start-up phase to stabilization.
- Transition of Claims Online Support from Madison to Ft. Worth
- Integration of Puerto Rico claims into the domestic claims process
- Facilitated claims process training for multiple credit unions and Account Implementation Consultants
- Implementation and launch of a 26-member team for confirmation of insurance benefits
- As a result of the IVR Survey implementation in the Contact Center, identified improvement processes and piloted the process changes
- Identified errors in the quality evaluation process after the IVR Survey implementation and collaborated with the Quality Team to identify solutions and assisted in the development of the new Quality Evaluation Guide
- Interim people leader for Ft. Worth CUP team during staffing transition
- Revised the new hire training process and launched the first paperless training session.
- Coached and developed employees and encouraged individual growth
- Consistent positive results of performance goals
Certification
PROSCI Change Practitioner
U-Lend Virtual and F2F Certified
Member Focused Conversation Certified
Disability Income Associate - AHIP
Applied Marketing Strategies Certification
Life and Health License
Property and Casualty License
Timeline
LDP Specialist
TruStage
02.2019 - Current
Claims Manager
TruStage
11.2016 - 01.2019
Claims Contact Center Team Lead II
TruStage
08.2006 - 10.2016
Bachelor of Science - Business Administration
Southern New Hampshire University
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