Sherry Perry
Dallas
Summary
To obtain a professionally challenging position with an established company that will allow me to utilize and increase my knowledge that shows my skills in supervising teams, optimizing workflows, and implementing strategic initiatives to improve efficiency. I would bring and show my professionalism with substantial experience in contact center operations, poised to drive team performance and enhance customer satisfaction. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic environments. Skilled in conflict resolution, performance monitoring,adherences,escalations and process improvement to consistently achieve targets and elevate service standards.
Overview
30
30
years of professional experience
Work History
Collections Contact Center -Supervisor
SCP Health
08.2015 - 06.2025
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Take escalation calls as needed.
- Employee recognition, boosting morale and increasing overall job satisfaction within the contact center team.
- Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
- Directed, guided, coached and mentored team of 7 plus agents and surpassed individual and corporate goals.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Developed and implemented training programs to enhance team performance and productivity.
- Consistently met or exceeded revenue targets by motivating agents while prompting core values.
WFH Collections Representative
Credit Protection Association
07.2013 - 06.2014
- Processed customer service requests for inbound and outbound calls
- Assessed client’s dispute accounts to reduce risks
- Interfaced with claims, processed payments in Direct-Pay and researched for incorrect balances and fraud accounts
Collection Team Lead
Credit Protection Association
06.2005 - 07.2013
- Ensured quality assurance guidelines were implemented for team members. Determine “gaps” between job expectations and actual performance, taking appropriate developmental action to correct/close such differences.
- Assist with managing the performance of all collection team members
- Monitor collection queues, work flows, IVR system to ensure individual and team goals are being met/exceeded on a daily basis.
Customer Care Advocate
TXU Energy
01.2004 - 05.2005
- Assist customers with service orders, inquiries, adjustments and educate customers on alternatives that will effectively enhance their level of service
- Entered, initiated, and dispatched customer orders for set inaugurations, terminations, transfers and other types of services
- Extensive telephone contact and professionally respond to incoming general consumer electric calls, in a manner that achieved optimal customer service and sales in a 24/7, 365 day Customer Contact Center
- Demonstrated superior telephone and communication skills when handling customer inquiries
- Participated in ongoing training in order to continue to improve sales skills, call handling skills, systems knowledge and communication skills.
Benefits Coordinator
TXU Communications
07.1995 - 12.2003
- Responsible for employee benefits format in HRIS and coordinate with payroll department
- Enrolled new employees in the benefits programs, including group health, flexible spending and 401(k) plans
- Initiated COBRA processing/compliance with outside vendor
- Initiated benefit change forms from employee status changes and arrange for their completion and submission within time limits
- Provided employees with advice and counsel regarding group health claims
- Provided benefit orientation to new employees
- Received Golden Eagle Award (Exceptional Employee)
Education
Business Management
Angelina Jr College
Lufkin, TX01.2002
High School Diploma - undefined
Lufkin High School
Lufkin, TX05.1978
Skills
- Effective coaching
- Call monitoring
- Workforce management
- Compliance
- Strong leadership
Timeline
Collections Contact Center -Supervisor
SCP Health
08.2015 - 06.2025
WFH Collections Representative
Credit Protection Association
07.2013 - 06.2014
Collection Team Lead
Credit Protection Association
06.2005 - 07.2013
Customer Care Advocate
TXU Energy
01.2004 - 05.2005
Benefits Coordinator
TXU Communications
07.1995 - 12.2003
High School Diploma - undefined
Lufkin High School
Business Management
Angelina Jr College
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