Open To Work
Hi, I’m
Sheryl L. Gray
Suwanee,USA
Work Preference
Summary
Accomplished Head of Client Services experienced in building strong relationships with business clients, vendors, and colleagues to enhance process value and ensure data integrity. Achieved exceptional client satisfaction through transformative programs and strategic initiatives in client relationship management and onboarding implementation. Focused on improving productivity and efficiency while fostering collaboration and innovation to drive positive outcomes.
Overview
1
Certification
1
year of post-secondary education
29
years of professional experience
Work History
Doxim, Inc.
Manager of Client Services
02.2023 - Current
Job overview
- Managed daily operations of account management team, addressing customer service inquiries and challenges via calls and emails to enhance client satisfaction.
- Manage new client implementations for business expansion to the end of deployment.
- Working with Sales, on-board new clients with clients for new print applications including billing set-up.
- Provided ongoing support and training to team, equipping them with tools and direction to deliver exceptional customer service and strengthen business relationships.
- Tracked and submitted client updates in Salesforce within two to four hours, including Jira tickets for post-implementation changes to ensure timely resolutions.
- Conduct monthly and quarterly business reviews for sharing key metric service level agreements and reviewing business impacts of products relating to customer business.
First Financial Asset Management, Inc.
Legal Network Director/Attorney Network
12.2018 - 02.2023
Job overview
- Reported to VP of Legal Operations and oversaw the entire Legal Operations while managing staff to deliver legal strategies and media support.
- Collaborated with IT to scope and implement collection technology for onboarding new clients, enhancing client experience throughout the client lifecycle.
- Reviewed contracts and fees with guidance from General Counsel.
- Review cost invoices to offset cost budget for not exceeding monthly and quarterly profit and loss.
- Resolves production scheduling and submits change ticket request for managing operational plans 30%.
- Handles frequent procedure changes in fast-paced environment working closely with new development & data analytical team.
- Resolves production scheduling and submits change ticket request for managing operational plans 30%.
- Performs quarterly and annual audits to ensure firms are in compliance with policies and standards.
- Created monthly performance scorecards and conducted performance calls to inform decisions on onboarding or terminating firms based on business needs.
Kinetico, Inc.Suwanee, USA
Fulfillment Coordinator
04.2018 - 12.2018
Job overview
- Collaborated with Sales & Marketing to identify and add new opportunities in Salesforce.
- Coordinated and prepared customers for successful roll-outs of water filter installations for national accounts.
- Tracked and reported key implementation progress metrics.
- Worked closely with Sales & Marketing to create and add new opportunities in Salesforce.
- Conducted cost analysis on customer portfolios including forecasting goals.
- Facilitated weekly meetings with technical team to develop solutions that enhance business deliverables.
Capital One Bank Financial Services, Inc.Norcross, USA
Customer Support Manager
04.2016 - 03.2018
Job overview
- 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.
- Built and maintained very strong business relationships to ensure retention.
- Lead and facilitate weekly client meetings through Skype and Webinars, track deliverables, resolve service issues, generate reports and collaborate with internal departments.
- Directed 25% growth of existing vendor relationships, expanding contract and new services.
- Directed growth of existing vendor relationships by 25%, expanding contracts and services offered.
- Upsold to seek new business opportunities with new and existing vendors; added updates to monitor client performance activity in CRM (Salesforce).
- Mentored teams to ensure all service deliverables are met or exceeded within an average of 24 to 36 hours.
Transworld Systems Inc. aka NCO Financial SystemsNorcross, USA
Client Implementation Relationship Analyst
03.2000 - 04.2016
Job overview
- Streamlined client onboarding processes, enhancing system efficiency for client testing and release.
- Owned process flow and execution of customer onboarding including tracking and monitoring through all phases.
- Onboarded new clients and vendors (law firms), ensuring all tasks and system requirements were completed within a two-week turnaround.
- Drove impressive improvements across the business because of implementations increasing revenue quarterly basis by 35%.
- Provided support for pre and post electronic funds transfer (EFT) software implementations.
- Introduced and marketed new technology changes in ongoing projects.
TSYS Total Systems Services, Inc.Columbus, USA
Client Services Specialist
02.1997 - 03.2000
Job overview
- Developed and designed credit card platforms through various projects to enhance user experience.
- Drafted and delivered quarterly performance business reviews.
- Developed Management Reporting to show overall performance trends.
- Collaborated with IT developers on system enhancements to improve functionality of platform.
- Played a key role in processing client remits and invoices accurately.
- Created productivity reports to track monthly issues and measure revenue generation.
Education
Ashworth CollegeNorcross, GA
Associate of Science
07.2020 - 01.2021
University Overview
Virginia State University
B. S. from Public Administration
University Overview
Skills
- Client Relationship Management
- Account Management
- Client Financial Management
- Customer Retention
- Client Onboarding
- Client Project Coordination
- Vendor Management
- Process Management
- Process Improvement
- Risk Assessment
- Change Management
- Data Analytics
- Project/Implementation
- Salesforce
- Salesforce CRM
- Jira
- Jira ticketing
- MondayCOM
- SharePoint
- Power BI
- Adobe
- WebEx conferencing
- Skype
- Microsoft Teams
- Data Transmission/Reporting software
- Data processing/workflow software
- Windows Explorer
- Microsoft Office
- Word
- Excel
- PowerPoint
- Visio
- SQL Forms
- SQL Menu
- SQL Reports
- SAP
- Job Diva
- Latitude
- NextGen
- JD Edwards
- JST
- CLS
- CUBS
- COGENT
- Vertican
- Proprietary systems
- Team Leadership
- Training
- Compliance
- Analytical Skills
- Multi-tasking
- Time Management
- Presentation Skills
- Change Management
- Worker Compensation Adjuster
- Salesforce CRM
- Jira ticketing
Certification
- Certified License Workman Compensation Professional Certification, 2018
- Ashworth College Human Resources Graduate Certification, 2021
Timeline
Manager of Client Services
Doxim, Inc.
02.2023 - Current
Ashworth College
Associate of Science
07.2020 - 01.2021
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
Virginia State University
B. S. from Public Administration