Sherry Portress
West Palm Beach,FL
Summary
Seasoned Operations Manager and talented leader with 15 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
17
17
years of professional experience
Work History
Customer Care Representative
First Advantage Corp.
03.2022 - Current
- Collaborate with other departments and provide translation between other departments and client / candidate
- Document all information gathered and resolution to clients / candidates issue.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Communicated with clients regarding account services, statements, and balances.
- Logged call information and solutions provided into internal database.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Maintained and managed customer files and databases.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
Operations Manager
Transport Solutions Inc.
02.2010 - 05.2020
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed banking reconciliations and monthly balance sheet statements.
- Managed journal entries, collection efforts, reconciliations, and payroll processing.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and maintained relationships with external vendors and suppliers.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Resolved shipping discrepancies by coordinating customer and courier communications.
Office Manager
McCarthy Improvement Co.
09.2006 - 02.2010
- DBE Participation / OJT Training Program Reporting
- Request Permits for Mobilization of Equipment / Manage & Monitor Motor Vehicle Records.
- Created, maintained and updated filing systems for paper and electronic documents.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Controlled finances to lower costs and keep business operating within budget.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Reported to senior management on organizational performance and progress toward goals.
Skills
- Billing Coordination
- Bilingual (Spanish/English)
- Payment Processing
- Customer Service
- Database Research
- Customer Relations
- Project Management
- Conflict Mediation
- Inbound Customer Service
- Problem Resolution
- Customer Relationship Management
- Process Improvement
- Health and Safety Compliance
Languages
English / Spanish
References
References & additional information furnished upon request.
Timeline
Customer Care Representative
First Advantage Corp.
03.2022 - Current
Operations Manager
Transport Solutions Inc.
02.2010 - 05.2020
Office Manager
McCarthy Improvement Co.
09.2006 - 02.2010
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