Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

SHERYL CONNER

Palmyra,TN

Summary

Talented professional considered knowledgeable leader and dedicated problem solver. Brings multiple years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.

Overview

10
10
years of professional experience

Work History

Program Manager

Agero
03.2023 - 03.2024
  • Managed daily contact center operations for a dedicated client program, exceeding KPI targets and client expectations while surpassing contribution margin by 4% against plan
  • Direct Supervision of 7 Assistant Program Managers 5 QA agents and 200+ indirect reports for which responsibilities included, but were not limited to, participating in the hiring process; training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
  • Devised and executed targeted strategic plans, established clear objectives to attain consistent improvements evidenced by an 18% increase in Quality Assurance (QA) scores and a 100+ second reduction in Average Handling Time (AHT) Establishing and maintaining program direction/changes and communicating with clients daily
  • Anticipated client needs and identified and suggested opportunities and new ideas/innovations to the client
  • Oversight of personnel for client groups by allocating work through supervisors, contact center representatives and administrative support
  • Provided ongoing coaching and development for direct reports (12 direct reports, 7 Assistant Program Managers, 5 QA Agents.) Oversight of all personnel related issues for associates and leaders assigned to client group(s) within the department
  • Cascade yearly/quarterly goals based on the business unit's strategic plan
  • Participate in planning meetings to support departmental and associate growth
  • Coordinate and monitor daily workflow to ensure smooth operations, cost containment, and quality
  • Administration of policies and procedures to assure consistency and equitable treatment
  • Maintains knowledge of systems, telecommunications, and operational capabilities Managed client expectations Interfaced with both internal and external clients, customers, and vendors
  • Proactively partner with other departments to provide information and feedback, analyze reports for continuous improvement and resolve customer/client issues.

Assistant Program Manager

Toyota Consumer Affairs
10.2019 - 03.2023
  • Supervised between 10-18 direct report agents continuously
  • Consistently ranked as #1 in department
  • Supervised agents across department regarding status usage, staffing needs, coaching opportunities, timekeeping responsibilities, QA incentives, QA performance and computer issues
  • Managed department staffing needs, identifying staffing concerns and determining appropriate approaches to satisfy them continuously
  • Established and maintained program direction/changes and communicated with client and department personnel continuously
  • Assisted PM in identifying staffing needs for new hire classes and existing agents and make recommendations to ensure appropriate corrections made to meet staffing requirements
  • Created department job aids to ensure agents have a user-friendly resource to maintain uniformity for call handling processes and use of case creation software
  • Anticipated client needs and worked to identify available opportunities, ideas, and innovations to both client and department
  • Maintained and fostered client communications and relationships by handling client needs in a timely manner
  • Served as POC for client communications when needed
  • Present performance and staffing data in weekly client leadership meetings
  • Identified areas of opportunity in quality performance and worked to create workshops, job aids, incentives, etc to drive and improve quality performance across department
  • Served as POC for department-wide system issues and worked directly with Internal -System Issues team to provide data and determine appropriate steps to resolve as quickly as possible
  • Managed various daily, weekly, and monthly reporting to/for PM, Sr PM, client
  • Provided guidance to colleagues within department to ensure timely completion of Client and/or Agero tasks
  • Communicated with client continuously via email, chat, and virtual meetings as needed
  • Developed and implemented identified opportunities for department and associates
  • Monitored calls and provided remote support of daily operations and quality assessments for Toyota
  • Provided continuous coaching and foster development for all direct reports
  • Maintained and had oversight of personnel-related issues for direct reports including action plans, corrective action, peer mentoring, development workshops etc
  • Maintained transparency with PM and Sr PM
  • Ensured department met monthly, quarterly, yearly goals for staffing and performance
  • Formulated strategies to maximize resources to achieve departmental goals daily, weekly, monthly.

QA Specialist

Toyota Consumer Affairs
05.2018 - 10.2019
  • Worked with APM and colleagues to establish the department's QA standards, goals, and initiatives
  • Performed QA monitors for agents to ensure high level of performance, identify areas of opportunity and provide feedback to foster improvement
  • Work with APM and colleagues to create department QA incentives to drive improved performance
  • Provided individual coaching to agents to foster improvement on a continuous basis
  • Work to develop job aids to help agents identify SOP, best tips and practices in call handling and develop proficiency with resources and applications
  • Develop and foster growth within the department by becoming proficient in identifying personality types and aspirations
  • Participate in the creation of quality incentive opportunities to drive performance improvement within the department.

Total Case Specialist - Mirai Team

Consumer Affairs
06.2016 - 05.2018
  • Empathetically case-managed customer service inquiries and any problems associated with servicing of Toyota’s and/or Mirai’s consumer services client base
  • Employed active listening skills and a professional, courteous, and helpful attitude to answer customer contacts including complex customer problems and/or complaints requiring interpretation, assessment, investigation, and follow-up as trained
  • Exercised influence and judgment and through collaboration with consumers, field staff and dealers to facilitate early intervention and satisfactory resolution where possible
  • Cultivated and maintained healthy, positive ongoing relationship with client and its consumers
  • Investigate customer concerns using a multilateral approach to include working closely with consumers, dealers, and Toyota field staff to understand and satisfactorily resolve entire case issues
  • Employed both discretion and decision-making skills to assess, forward and escalate cases for handling by dealers and/or Toyota staff members at earliest stages of intervention to positively impact essential client business targets
  • Used discretion and problem resolution skills to identify, diagnose, negotiate settlement of and resolve consumer problems
  • Answered and documented accurately all calls received and/or documents submitted using client's database management system
  • Provided real-time input and consultations to Toyota on trends with vehicles, parts and/or customer complaints involving new or recurring issues
  • Educated and explained all benefits, services, and reimbursement procedures to consumers
  • Researched customer inquiries on products and provide consistent and efficient follow-through on all customer concerns requiring investigation
  • Mentored team members to encourage development of successful, professional, and efficient agents.

Accident Management Dedicated Agent

Agero
11.2015 - 06.2016
  • Handled incoming client requests for services by accurately gathering all pertinent information for insurance assignments
  • Employed a helpful, courteous, and professional attitude in communicating with clients, client customers and/or third-party vendors to verify charges, confirm data, facilitate payment, dispatch tow services to facilitate the movement of damaged vehicles from tow yards, homes and/or street side to repair facilities, salvage yards and/or homes in the quickest and most efficient manner available
  • Mentored team members to encourage the development of successful, professional, and efficient agents.

Roadside Assistance Customer Service

Agero
06.2014 - 11.2015
  • Used empathy, active listening skills, professionalism, and courtesy to respond to inquiries/requests for emergency roadside assistance quickly and efficiently
  • Made the correct problem, service requirement, and necessary equipment determinations to dispatch emergency assistance as promptly and accurately as possible
  • Used software programs designed to precipitate the above as well as map applications such as Google Maps and Bing Maps to help locate customers correctly and/or secure service from out of network providers when required
  • Mentored team members to encourage the development of successful, professional, and efficient agents.

Education

Bachelor of Science - History

Austin Peay State University
Clarksville, TN
12.2013

Skills

  • 4 yrs successful Program Management experience
  • Extensive proficiency with a multitude of CSM software programs (Salesforce, eg)
  • Strategic Planning, Talent Development, Data Analytics, Relationship Building, Conflict Resolution, Change Management
  • Highly motivated, self-starter with the ability to thrive in fast fast-paced environment
  • Great judgment; excellent decision-making skills
  • MS Office Applications
  • Program Leadership
  • Operations Management, Policy and procedure improvements, Team leadership and direction, Inherent and demonstrated leadership qualities and abilities, Innovative
  • Excellent written and oral communication skills
  • Detail Oriented, Project Management, Problem-Solving

References

  • Christy Johnson, Sr. Program Manager, Agero, EA, 2971 International Blvd., Clarksville, TN, 37043, (931) 261-8627
  • Sandra Little, Program Manager, Agero, TCA, 2971 International Blvd., Clarksville, TN, 37043, (931) 217-5957
  • Johna S. Fort, Senior Talent Acquisition Consultant, Vanderbilt University Medical Center, 1211 Medical Center Dr., Nashville, TN, 37243, 615-343-4788, johna.s.fort@tn.gov
  • Sonya G. Smith, Chief of Staff, American Dental Education Association, Washington, DC, 20001, Office: (202) 513-1171, SmithSG@adea.org
  • Darlene Sample, Lead Judicial Commissioner, Montgomery County
  • Feleesha Johnson, Director, TN Small Business Dev. Center, APSU
  • Kendra Mansur, Attorney, Office of the General Counsel, Tennessee Valley Authority, (865) 632-6154
  • Christine Church, Associate Dean of Academic Programs & Professor, WMU Cooley Law School, (931) 561-7569, churchc@cooley.edu

Timeline

Program Manager

Agero
03.2023 - 03.2024

Assistant Program Manager

Toyota Consumer Affairs
10.2019 - 03.2023

QA Specialist

Toyota Consumer Affairs
05.2018 - 10.2019

Total Case Specialist - Mirai Team

Consumer Affairs
06.2016 - 05.2018

Accident Management Dedicated Agent

Agero
11.2015 - 06.2016

Roadside Assistance Customer Service

Agero
06.2014 - 11.2015

Bachelor of Science - History

Austin Peay State University

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SHERYL CONNER