Sheryl L. Gray
Lawrenceville,GA
Summary
Business-focused client services leader known for guiding account managers, supporting client onboarding, and maintaining service standards through Salesforce tracking and KPI reporting. Brings steady experience in client communication, complaint resolution, performance reviews, and team coaching to support retention and growth.
Overview
30
30
years of professional experience
Work History
Manager of Client Services
Doxim, Inc.
02.2023 - Current
- Led client services for Doxim customer communications software across enterprise account portfolios.
- Created and implemented strategies for client retention, satisfaction, and growth.
- Managed client escalations and coordinated resolution with support and product teams.
- Facilitated communication between internal teams and external clients through various channels to ensure alignment and timely resolution.
- Partnered with sales, implementation, and support teams on account continuity.
- Reported to VP of Client Services and managed daily operations for account manager team handling customer service inquiries through phone and email for data and print services.
- Monitored the team's progress towards meeting customer service targets set by management.
- Developed comprehensive reports on customer service activities, tracking KPIs to assess performance against goals.
- Provided ongoing training, guidance, and customer support while leading monthly and quarterly business reviews covering service level agreements, key metrics, and product impact.
- Conducted regular performance reviews and provided coaching to the Client Service Representatives.
- Resolved client complaints with professionalism to enhance retention and satisfaction.
- Supported new client implementations through deployment completion for business expansion.
- Partnered with Sales to onboard new clients for print applications, including billing setup.
Legal Network Director/Attorney Network
First Financial Asset Management, Inc.
12.2018 - 02.2023
- Led Legal Operations while managing staff and collaborating with the VP of Legal Operations to deliver legal strategies and media support.
- Collaborated with IT to scope and implement new collection technology for onboarding clients, enhancing client experience throughout the lifecycle.
- Reviewed contracts and fees with guidance from General Counsel to adjust contractual terms as needed.
- Managed frequent procedure changes to ensure compliance with updated policies. in fast-paced environment working closely with new development & data analytical team.
- Analyze client data files ensuring proper set-up is followed for proper format to increase compliance.
- Performs quarterly and annual audits to ensure firms are in compliance with policies and standards.
- Created monthly performance scorecards and conducted performance calls to evaluate onboarding or termination of firms.
Fulfillment Coordinator
Kinetico, Inc.
Suwanee, USA
04.2018 - 12.2018
- Managed Service Level Agreement Work Standards, consistently exceeding service delivery targets by over 35%.
- Coordinated and prepared customers for successful roll-outs of water filter installations for national accounts.
- Tracked and reported implementation progress metrics to inform stakeholders of project status.
- Facilitated weekly meetings with technical team to develop solutions that enhanced business deliverables.
- Worked closely with Sales & Marketing to create and add new opportunities in Salesforce.
- Conducted cost analysis on customer portfolios including forecasting goals.
Customer Support Manager
Capital One Bank Financial Services, Inc.
Norcross, USA
04.2016 - 03.2018
- Managed 30 client relationship vendors (collection law firms) across the U.S. with multi-million debt portfolios by serving as primary point person for pre and post implementation for all issues including billing and compliance.
- Lead and facilitate weekly client meetings through Skype and Webinars, track deliverables, resolve service issues, generate reports and collaborate with internal departments.
- Directed growth of existing vendor relationships by 25%, expanding contracts and introducing new services.
- Promoted additional services to enhance vendor partnerships and generate new business opportunities while updating client performance activity in CRM (Salesforce).
- Cultivated strong business relationships that contributed to client retention.
- Assisted Legal Department with negotiating contractual account commissions with mutual agreements.
- Mentored teams to meet service deliverables within 24 to 36 hours.
Client Implementation Relationship Analyst
Transworld Systems Inc. aka NCO Financial Systems
Norcross, USA
03.2000 - 04.2016
- Streamlined client onboarding process, facilitating efficient testing and release of client systems.
- Managed customer onboarding process flow, tracking and monitoring all phases to ensure timely execution.
- Onboarded new clients and vendors, ensuring completion of all tasks and system requirements within a two-week turnaround.
- Implemented strategies that improved business performance across the business because of implementations increasing revenue quarterly basis by 35%.
- Provided support for pre and post electronic funds transfer (EFT) software implementations.
- Marketed new technology changes in ongoing projects, enhancing client engagement and adoption.
Client Services Specialist
TSYS Total Systems Services, Inc.
Columbus, USA
02.1997 - 03.2000
- Supported client remits and invoices to maintain transaction accuracy.
- Collaborated with IT developers on system enhancements, improving platform performance and reliability.
- Developed and designed credit card platforms for various projects, enhancing user experience and functionality.
- Drafted and delivered quarterly performance business reviews.
- Developed Management Reporting to show overall performance trends.
- Created productivity reports to track monthly issues and measure revenue generation, supporting informed decision-making.
Education
Associate of Science - Human Resources Management
Ashworth College
Norcross, GABachelor of Science - Public Administration
Virginia State University
Petersburg, VASkills
- Customer relationship management
- Salesforce management
- Operational management
- Team leadership
- Training & Development
- Training design
- Customer service
- Effective communication
- Team coordination
- Problem solving
- Critical thinking
- Microsoft Office Suite
- Relationship building
Activities And Honors
- 2026 — Fourth Quarter Client Services Performance Award
- 2022 — Above and Beyond Leadership Award
Work Preference
Work Type
Full TimeTimeline
Manager of Client Services
Doxim, Inc.
02.2023 - Current
Legal Network Director/Attorney Network
First Financial Asset Management, Inc.
12.2018 - 02.2023
Fulfillment Coordinator
Kinetico, Inc.
04.2018 - 12.2018
Customer Support Manager
Capital One Bank Financial Services, Inc.
04.2016 - 03.2018
Client Implementation Relationship Analyst
Transworld Systems Inc. aka NCO Financial Systems
03.2000 - 04.2016
Client Services Specialist
TSYS Total Systems Services, Inc.
02.1997 - 03.2000
Associate of Science - Human Resources Management
Ashworth College
Bachelor of Science - Public Administration
Virginia State University