SHERRY BROWN
Plover,WI
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
29
29
years of professional experience
Work History
Customer Success Agent
Population Health
11.2020 - Current
- Assist clients enrolled in Medicare with utilizing their benefits
- Connecting clients with prescription drug savings and management, meal delivery programs, free rides to doctor appointments, primary care coordination, mental health, and wellness programs
- Advocate for Medicare eligible clients so they can get the most out of the benefits they are entitled to
- Accident & Health license
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Maintained comprehensive product and service knowledge for accurate, informative customer advice.
Realtor
Empower Real Estate
07.2019 - 12.2020
- Assisted buyers with finding ideal homes by assessing needs, requirements, and budgets.
- Wrote contracts to outline sales and purchases of properties.
- Resolved client concerns related to home purchases to maintain high satisfaction ratings.
- Advised and informed prospective clients on current market activities and conditions.
Regional Manager
Harvard Risk
07.2016 - 12.2019
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Recruit, mentor, and train new product sales team members
- Participated in sales calls with direct reports to strengthen customer relationships and uncover possible opportunities for growth.
- Manage product sales lifecycle and oversee every aspect of the sales process
- Meet or exceed periodic sales goals, new client requirements and revenue quotas
- Prepare documentation, quote sheets, marketing materials and reports.
- Supervised staff to optimize brand expansion initiatives and productivity.
Health & Weight Management Coach
LTL LIFESTYLE WEIGHT MANAGEMENT COACHING
08.2015 - 07.2016
- Developed and delivered effective and engaging coaching sessions to improve performance.
- Assisted clients in setting and achieving personal goals.
- Encouraged clients to find creative solutions to problems and maintain motivation.
- Researched latest industry trends and developments to keep abreast of best practices.
Assistant Vice President Travel Guard Initiatives
TRAVEL GUARD
01.2009 - 01.2015
- Assisted with driving strategic operational service and support for the organization including critical business changes, new technologies and delivery models in the areas of Business Continuity and Development, Compliance, Audit, Sourcing, Distribution, and Employee Satisfaction
- Managed through design, development and implementation of initiatives and ensured business solutions delivered optimized business capabilities
- Oversaw the Audit and SOX teams and ensured compliance with all applicable federal, state, local, and corporate regulations
- Conducted comprehensive research and strategic negotiations to procure products and services for the organization
- Managed the Office Services Distribution Center, mail services, and office supplies for Stevens Point and its remote offices
- Drove global delivery standards including on time delivery of travel supplies fulfillment and monitored and tracked customer feedback to measure effectiveness and opportunities for improvement
- Awarded the MarketTools ACE award for 5 consecutive years for Outstanding Service Delivery.
Director Operations Management
01.2006 - 01.2009
- Shaped and executed the consolidation of global operations within four geographical areas of the world into one virtual operation through the strategic development and implementation of a robust infrastructure including Workforce Management, Voice of the Customer (VOC), Telephony Integration, and Case Management System
- Developed and implemented a centralized solution for managing global human resources, including forecasting work volumes, resource scheduling and break optimization
- Drove a rigorous customer feedback process and administered and reported on global customer satisfaction for all service centers including Stevens Point, Houston, United Kingdom, Buenos Aires and Malaysia
- Researched, planned, and executed a new global telephony platform which aligned all service centers and allowed for consistent service delivery
- Executed a new case management system to all medical assistance delivery centers around the world resulting in increased efficiency and transparency with case work from each service center
- Focused on employee engagement and satisfaction initiatives and created a positive work environment to drive achievement of strategic organizational goals.
Director of Call Center Development
01.2001 - 01.2006
- Directed call center operations including a staff of 250+, and accountable for the development and implementation of call center activities including hiring, training, workforce management, facility, client relations, contract negotiations and communication
- Planned, developed, and implemented various call center initiatives including a new concept to guarantee the best rates for airfare, and ensured exemplary service delivery with minimal impact to call handling time.
Manager Customer Service
01.1995 - 01.2001
- Provided oversight for a 24x7 customer service and sales call center responsible for assisting customers with the purchase of travel insurance products and services
- Drove the planning, administration, and execution of call center operational processes including training, customer satisfaction, and client relationships
- Awarded a contract with American Express and built a service center and established new infrastructure within 60 days of contract signing including hiring, developing and facilitating training
- Utilized strategic sourcing and recruiting methods to attract talent including on-site job fairs and grew staff from 15 to 70 and then 250
- Drove high service standards and increased customer service satisfaction scores from the low 60s to upper 80s
- Awarded the Chairman Award for Quality from American Express, an award typically reserved for internal American Express employees.
Education
Health Coach - Health Coach
INN – Institute For Integrative Nutrition
2013
Master Certification Organizational Leadership
Villanova University
07.2011
Master Certification Six Sigma
Villanova University
02.2011
Lean Six Sigma Black Belt
Villanova University
02.2011
Finance & Accounting For Non-Financial Manager
Villanova University
07.2011
Strategic Organizational Leadership
Villanova University
05.2011
Human Resource Management
Villanova University
10.2011
Lean Six Sigma
Villanova University
10.2010
Mid-State Technical College
1990
Skills
- Operational Efficiency
- Customer Accounts Management
- Customer Service Process Improvement
- Operational Planning
- Customer Engagement
- Motivational Leadership
- Budgeting and Expenditures
- Project Management
- Time Management
- Coaching and Mentoring
- Scheduling and Coordinating
Accomplishments
- Next Level Purchasing Senior Professional Supply Management
- Diversity Programs & Employment Laws Strategic
- Organizational Leadership
- Workplace Violence & Threat Management
- The Seven Habits of Highly Effective People
- Principle-Centered Leadership
- First Things First Time Management Program
- Leadership Facilitator Certification
- Emerging Leaders Program
- Licensed Real Estate
- Licensed Accident & Health
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Timeline
Customer Success Agent
Population Health
11.2020 - Current
Realtor
Empower Real Estate
07.2019 - 12.2020
Regional Manager
Harvard Risk
07.2016 - 12.2019
Health & Weight Management Coach
LTL LIFESTYLE WEIGHT MANAGEMENT COACHING
08.2015 - 07.2016
Assistant Vice President Travel Guard Initiatives
TRAVEL GUARD
01.2009 - 01.2015
Director Operations Management
01.2006 - 01.2009
Director of Call Center Development
01.2001 - 01.2006
Manager Customer Service
01.1995 - 01.2001
Health Coach - Health Coach
INN – Institute For Integrative Nutrition
Master Certification Organizational Leadership
Villanova University
Master Certification Six Sigma
Villanova University
Lean Six Sigma Black Belt
Villanova University
Finance & Accounting For Non-Financial Manager
Villanova University
Strategic Organizational Leadership
Villanova University
Human Resource Management
Villanova University
Lean Six Sigma
Villanova University
Mid-State Technical College
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