Summary
Overview
Work History
Education
Skills
Certification
Awards
Personal Information
Timeline
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Sherry VanAvery

Greenwood

Summary

Customer service professional with extensive experience at Elevance Health, specializing in healthcare navigation and effective problem resolution. Demonstrated ability to enhance team collaboration and improve client satisfaction through strong communication skills. Proven track record of optimizing processes to deliver seamless customer experiences while maintaining high-quality standards.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Elevance Health
Indianapolis
12.2023 - Current
  • Proactively resolving our members and/or providers questions and concerns using computer-based resources to find answers
  • Guide members and providers with their healthcare needs by explaining benefits, solving claim concerns, and helping find a doctor via phone calls, online chats, or emails.
  • Partner internally to create a seamless experience for our customers and resolve potential issues.

Transporter

Lyft
Indianapolis
10.2022 - 12.2023
  • Transported passengers to designated locations efficiently and safely.
  • Delivered packages and food to customers, ensuring timely arrival.
  • Facilitated smooth transportation experiences for clients through effective route planning.

General Manager

Circle K
Greenwood
10.2017 - 10.2022
  • Delivered exceptional client experiences through hands-on leadership of associates and managers.
  • Built and maintained loyal, long-term customer relationships through effective account management.
  • Established clear performance goals and metrics for revenue, P&L, customer service and customer retention.
  • Designed sales and service strategies to improve revenue and retention.
  • Mentored team members by demonstrating best practices for sales and customer service.
  • Cultivated positive rapport with associates and team leadership.
  • Identified and developed top talent within management structure to promote performance-oriented culture.
  • Supervised 8 stores as District Manager and managed all performance metrics within Indianapolis territory.
  • Returned stores to profitability by reviewing operations, implementing improvements, restructuring frameworks, hiring talented staff and enhancing training programs.
  • Oversaw quality of operations of 4 locations throughout southwest Michigan region.
  • Collaborated with Market Manager to improve performance and grow sales.
  • Prepared locations for audits by analyzing marketing and inventory reports.
  • Strategized business operations, merchandising strategies and personnel moves.
  • Recruited several managers and supervisors to fill internal job vacancies.
  • Maximized branch revenue by optimizing daily operations.
  • Oversaw store merchandising, brand exposure and product availability.
  • Spearheaded growth initiatives to improve operational standards.
  • Analyzed regional market trends to discover new opportunities for growth.
  • Achieved annual sales volume in excess of $1.2 Mil. by motivating all levels of employees to continuously exceed objectives.
  • Evaluated budget plans and current costs to project trends and recommend updates.
  • Restructured operational workflows to better capitalize on changing market conditions and customer buying habits.
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Conducted performance reviews providing coaching and feedback to benefit both company and employee.
  • Managed company operations with responsibility for profit and loss, scheduling, training and inventory control.
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics.
  • Delivered positive customer experiences by implementing effective quality assurance practices.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Improved morale and management communication by creating employee recognition and rewards practices.
  • Maintained safety and emergency readiness among personnel by disseminating information on and monitoring compliance with regulatory and organizational policies.
  • Planned daily operational strategies, including delivery routing, team workflows and promotional initiatives.
  • Recruited, hired and trained crew members on application of projects, customer relations and customer service.
  • Developed initiatives for process improvement and reviewed and assessed ongoing operations.
  • Oversaw financial management, budget management, accounting and payroll activities.
  • Reviewed daily financial reports and reconciled accounts to keep information current and accurate.
  • Built upon established practice standards to improve operational performance and reduce labor costs.
  • Enforced security policies and procedures to protect company assets from theft, loss or damage.
  • Replenished inventory to maintain par levels.

Tech Support Specialist

Lee's Tax City
Indianapolis
12.2015 - 10.2017
  • Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
  • Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
  • Documented and updated case notes for each customer and work order.
  • Maintained compliance with established and updated policies and procedures with minimal supervision.
  • Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Monitored service orders to completion and closed service tickets.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Updated and processed programming changes, equipment upgrades and customer and billing information.
  • Cultivated client relations and drove retention by effectively authoring and updating technical documentation and manuals.
  • Consulted with clients on installed machine security applications and devices to recommend further safety measurements.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Stored copies of completed returns and related documents according to company procedures and business regulations.
  • Determined clients' eligibility for tax credits, abatements or deductions through careful research and oversight.
  • Supplied detailed tax documentation needed to submit accurate corporate and individual returns.
  • Finalized and processed paperwork with local, state and federal government authorities.
  • Reduced errors associated with missed tax benefits by completing comprehensive reviews of internal tax preparation documents.
  • Informed clients of potentially beneficial products and services, resulting in additional business opportunities.
  • Applied federal and state government regulations to prepare accurate and compliant tax returns for clients.
  • Analyzed information and assessed liabilities and deductions according to relevant tax code.
  • Produced US and state income, gift tax and estate tax returns for individuals.
  • Liaised between clients and tax authorities such as IRS representatives.
  • Produced work papers and lead sheets, tax projects and payment estimations.
  • Supported work of senior-level accounting and tax preparation professionals to maximize office productivity.
  • Helped clients integrate new tax software with accounting software.
  • Assisted small businesses and individual clients with filling out tax forms and electronically filing tax returns.

Customer Support Specialist

Whirlpool
Saint Joseph
09.2014 - 12.2015
  • Process and detail orientation, Ability to multi-task and deal with balancing responsibilities (i.e. phone, e-mail, special requests, and problem resolution).
  • Flexibility in perform backup and support activities.
  • Knowledge with computers with proficiencies in MS Office ( Excel, Word, Power Point, Access), CRM, and SAP/ECC are required to be successful in this role.

District Manager

Jackson Hewitt
Benton Harbor
01.2014 - 10.2015
  • Mentored team members by demonstrating best practices for sales and customer service.
  • Cultivated positive rapport with associates and team leadership.
  • Identified and developed top talent within management structure to promote performance-oriented culture.
  • Oversaw quality of operations of 12 locations throughout Indianapolis region.
  • Prepared locations for audits by analyzing marketing and inventory reports.
  • Strategized business operations, merchandising strategies and personnel moves.
  • Collaborated with Marketing Team to improve performance and grow sales.
  • Developed and enhanced sales and merchandising programs, positively impacting bottom-line profitability with strong growth.
  • Recruited [Number] managers and supervisors to fill internal job vacancies.
  • Maximized branch revenue by optimizing daily operations.
  • Oversaw store merchandising, brand exposure and product availability.
  • Sourced and recruited top talent for various retail store positions and verified recruiting processes to meet new store opening timelines.
  • Analyzed regional market trends to discover new opportunities for growth.

Inventory Control Specialist

Lane Automotive
Watervliet
06.2015 - 09.2015
  • Utilize SAP and warehouse information systems to access all product information and inventory.
  • Investigated and resolved variances with inventory records.
  • Use Handheld device to Perform cycle counts on daily basis to immediately spot errors and make modifications.
  • Received incoming goods, checked paperwork and reviewed merchandise for accuracy against documentation.
  • Received, checked-in and stocked merchandise throughout store, helped maintain store inventory levels and assisted with orderliness and cleanliness of sales floor and stock room.
  • Transported items using equipment like forklifts and hand trucks.
  • Organized and processed damaged goods according to vendor and manufacturer procedures.
  • Assessed current inventories and brought in supplies to keep stock within optimal levels for expected demands.
  • Managed weekly inventory and supply tracking, noting items requiring reorder.
  • Analyzed shortages and reported findings to Operations manager, focusing on continuous improvement.
  • Verified receipt of returned materials to maintain accuracy of vendor credits.
  • Audited shortages of Products to focus on continuous improvement and suggested methods to improve inventory usage.
  • Provided top quality control while eliminating downtime to maximize revenue.
  • Recommended improvements to management to regulate inbound load volume based on inventory requirements.
  • Improved inventory management processes to avoid markdowns.
  • Verified prices and computed totals to complete accurate invoices.
  • Strengthened operational efficiencies and traceability by utilizing organizational filing systems for product placement.
  • Entered information into system to update status reports.
  • Ran markdown reports, managed store replenishment and analyzed buying reports.
  • Maintained meticulous records to track adjustments, pallet audits and errors.
  • Streamlined operational efficiencies by supervising inventory cycle counting processes, including accounting and reporting of surplus, product returns and damages.
  • Assessed delivered contents against original orders.
  • Trained newly hired employees on appropriate methods for performing audits and cycle counts.
  • Prepared inventory for shipment by attaching tags and labels.
  • Supported management and other team members during physical inventory planning activities.
  • Tracked inventory, conducted cycle counts and audits and resolved issues to maintain accurate records.
  • Used critical thinking and data analysis to continually improve inventory strategies.
  • Identified obsolete parts and made arrangements for removal from inventory.
  • Controlled special and emergency orders by tagging and pulling parts and preparing for shipment.
  • Performed scheduled inventory counts and supply audits.
  • Coordinated inventory, stocking, and ordering.
  • Resolved customer complaints immediately, escalating those that required additional assistance.
  • Secured items and packages for transport to alleviate damage.
  • Scanned, identified and labeled parts via handheld scanner and interfaced with computerized inventory system to support inventory tracking.
  • Utilized tracking systems and documentation to trace cargo on its route.
  • Developed reports for leadership compiling data and insights into inventory, trends and sales with focus on readability and brevity.
  • Supported senior leadership by collecting and maintaining vendor and organizational quantity, type and supply value records.

Server/Bartender

The Waterfront Restaurant/Club Rocadero
Coloma
06.2015 - 09.2015
  • Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
  • Managed bar area, cocktail design and menu and handled inventory, regulation compliance and customer relationships.
  • Upsold customers from shelf to premium brands to help boost sales.
  • Recommended food and drinks to patrons based on preference, pairings and special promotions.
  • Balanced daily registers and generated sales reports for management.
  • Implemented special events to boost customer numbers and profits.
  • Kept track of bar tabs and transferred open tabs to dining area for wait staff.
  • Stayed up-to-date on latest mixology trends, bar equipment and sanitation standards.
  • Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
  • Ordered inventory to meet expected demand with adequate stock.
  • Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.
  • Poured wine, beer and cocktails for patrons.
  • Maintained list of ride services for inebriated customers.
  • Planned and updated menus to accommodate customer preferences.
  • Produced and balanced daily and weekly sales reports.
  • Collected and organized daily till totals and tips.
  • Talked easily with patrons to build rapport and earn repeat business.
  • Met customer, business operations and server needs with minimal errors or delays.
  • Stocked bar with beer, wine, liquor and related supplies.
  • Balanced tills, handled cash, processed credit card payment batches and prepared bank deposits.
  • Prepared new garnishes, juices and other perishables daily.
  • Interacted with customers, completed transactions and maintained work areas according to relevant professional standards and codes.
  • Maintained detailed inventory of bar supplies and stocked work areas.
  • Restocked beer and liquor regularly and after special events.
  • Kept supplies stored in proper locations according to health code standards.
  • Collected appetizer, entree and wine orders from patrons.
  • Advertised, marketed and recommended drink options to guests.

Education

Bartender Certfication -

Midwest Bartenders School
Indianapolis, IN
12.2011

Associate in Marketing/ Business Admin. -

Ivy Tech of Indianapolis
Indianapolis, IN
09.2008

Manicurist -

Twin City Beauty College
Saint Joseph, MI
12.1999

High school diploma or GED -

Niles Brandywine Education
Niles, MI
02-1998

Skills

  • Customer service
  • Healthcare navigation
  • Data entry
  • Effective communication
  • Team collaboration
  • Quality assurance
  • Problem-solving
  • Multitasking and organization
  • Inbound and outbound calling
  • Computer proficiency
  • Critical thinking
  • Problem resolution
  • Creative problem solving

Certification

  • State Certification Manicurist, 03/01/02 to Present
  • Bartender Certificate Class/ Alcohol Permit, 04/01/11
  • ServSafe, 03/01/24
  • Forklift Certification
  • Food Handler Certification

Awards

  • Circle K Image Contest 1st place, 03/01/21, Image 1st place in the district, scores on multiple levels for the winner of the most perfect store.
  • 1st Place Most Tax Prep of the Year, 04/01/05, Most satisfied customers and most tax returns prepared.

Personal Information

Work Permit: Authorized to work in the US for any employer

Timeline

Customer Service Representative

Elevance Health
12.2023 - Current

Transporter

Lyft
10.2022 - 12.2023

General Manager

Circle K
10.2017 - 10.2022

Tech Support Specialist

Lee's Tax City
12.2015 - 10.2017

Inventory Control Specialist

Lane Automotive
06.2015 - 09.2015

Server/Bartender

The Waterfront Restaurant/Club Rocadero
06.2015 - 09.2015

Customer Support Specialist

Whirlpool
09.2014 - 12.2015

District Manager

Jackson Hewitt
01.2014 - 10.2015

Bartender Certfication -

Midwest Bartenders School

Associate in Marketing/ Business Admin. -

Ivy Tech of Indianapolis

Manicurist -

Twin City Beauty College

High school diploma or GED -

Niles Brandywine Education

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Sherry VanAvery