Sherry Ray
Jacksonville,FL
Summary
SUMMARY OF QUALIFICATION Business professional seeking a career opportunity with a growing company. 30 Years of experience in customer service, management, leadership training, administrative services, and human resources. Expertise in client relations, employee development, and departmental growth. Additional Areas of Expertise Team Leadership | Customer Relations | Strategic Planning | Vendor Relations | Client Development Services Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with an enthusiastic style and insightful approach. Friendly Reservation Agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds, and interests. Projects service mentality with a warm, caring attitude while maintaining efficiency and optimizing revenue.
Overview
34
34
years of professional experience
Work History
Ticket/Gate Agent/ Certified Field Trainer
Delta Airlines
06.2022 - Current
- Work as a CFT for ACS Learning and Development assuring the brand beliefs of Delta are taught throughout the company for a better customer experience
- Making all customer reservations
- Ticketing customers
- Tagging and lifting customers' luggage
- Provide customer service
- Keen ability to solve passenger problems
- Help coworkers with resolutions in customer service
- Greet customers as arrive at Delta
- Assist customers with agents and TSA
- Give excellent service to sky priority passengers
- Work well with GAC service calls
- Adhere to Delta Safety First Standards
Associate
Amazon, Fulfillment Centre Warehouse
04.2022 - 06.2022
- Receive client orders, select, and distribute inventory items
- Utilize Amazon Warehouse scanners in efforts to process orders and picked product search
- View assigned information placed on work tablets and follow assigned task
- Ensure product meets quality requirements
- Push utility carts up to 49 pounds and lift up to 55 pounds.
Operations Manager
State of Florida
11.2014 - 11.2020
- Managed and developed a team of 20 members within the data entry and customer service divisions
- Responsibility for managing the Data Operations department
- Developed new plan for increasing New-born Screening requisition cards process time from 20 minutes to 10 minutes within 3 weeks
- Trained team leads to guide and motivate assigned associates
- Implemented processes for improvements to QA within the New-born Screening department
- Development and maintain SOP for the department (Standard Operating Procedures)
- Assisted with billing demographics, to assure appropriate information has posted to client profile for revenue purposes
- Coached team on development plans towards corrective actions for problem solving.
Business Manager
Dillard
07.2012 - 09.2014
- Overseen store staff on achieving sales, credit, client services, and completed opening/closing store procedure
- Coached a team of 10 associates on providing 5 Star Service
- Hire, interview, recruit associates and submit background checks on potential candidates
- Design work schedules and organize employee training
- Exceeded daily quotas, ensured markdowns were achieved, and increased overall departmental profitability
- Handled customers store issues and provided appropriate resolution within business guidelines.
Relations Director HR/ Executive Administrator
Mike Shad Ford Lincoln
09.2005 - 07.2012
- Directly managed 6 Customer associates and indirectly supervised 133 associates
- Recruited, pre-screened, and interviewed qualified candidates for open positions, placed qualified candidates in departments
- Decreased employee turnover by 25% last year
- Created training program to aid in proper customer service skill sets,
- Created policy and procedures manual for employees in customer relations
- Implemented pre-employment orientation and training programs
- Handled all on boarding of employees for sales and service areas
- Problem-solved employee issues related to attendance, trades, performance, attitude, and production
- Coached employees within the dealership on providing exceptional client services and employee issues or conflicts
- Coached and Counseled associates on maintaining quality customer service throughout the dealership.
Patient
Children Hospital of Michigan
01.2004 - 08.2005
- Management
- Registered and scheduled patients for health services
- Assisted Supervisor and Director in new innovated ideas for better customer services for patients and their families
- Obtained referrals for insurance companies and billing
- Assisted customers with payments
- Key associate responsible for screening new hires
Office Manager &, Facilities Coordinator
Washington Mutual HLC
04.2002 - 06.2004
- Pre-screened new hired associates for Vice President
- Assistant to the Vice President of Troy Branch
- Responsible for all Marketing campaigns for all Loan officers
- Liaison for Corporate and Local VP for Opening Branches in Michigan
- Held responsibilities for reviewing contract on the implementation of new facilities throughout the state of Michigan.
Manager and Buyer
JCPenney
02.1989 - 07.1998
- Supervised 10-15 employees while maintaining excellent customer relations
- Developed Sales Promotion to create department increase sales volume
- Increased department sales from $689,000 to $1.5 Million dollars
- Maintained and managed a budget of $5 Million dollar for selective departments
- Oversaw merchandising, Human Resources, customer service, marketing, and loss prevention procedures
- Screened, interviewed, hired, and trained new employees,
- Coached employees daily to increase weekly and monthly sales quotas,
- Created innovative contests/promotions to motivate employees and increase sales revenue
- Managed time sheets, accounting logs, profit/loss reports, and loss prevention
Education
Bachelor of Science - Management
University of Phoenix
Jacksonville, FL02.2012
Associate of Science - Business Administration
Everest University
Orange Park, FL10.2008
Skills
- Guest Relations
- Standard Methods
- Program Performance Assessment
- Strategic Networking
- Work Coordination
- Customer Retention
- Customer Complaint Management
- Strategic Decision-Making
- Training Manuals and Materials
- Operational Planning
- Motivational Leadership
- Field Operations
Affiliations
National Congress of Black Women
First Coast Women's Council
First Coast National Association of Realtors
Timeline
Ticket/Gate Agent/ Certified Field Trainer
Delta Airlines
06.2022 - Current
Associate
Amazon, Fulfillment Centre Warehouse
04.2022 - 06.2022
Operations Manager
State of Florida
11.2014 - 11.2020
Business Manager
Dillard
07.2012 - 09.2014
Relations Director HR/ Executive Administrator
Mike Shad Ford Lincoln
09.2005 - 07.2012
Patient
Children Hospital of Michigan
01.2004 - 08.2005
Office Manager &, Facilities Coordinator
Washington Mutual HLC
04.2002 - 06.2004
Manager and Buyer
JCPenney
02.1989 - 07.1998
Bachelor of Science - Management
University of Phoenix
Associate of Science - Business Administration
Everest University
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