Shylo B Sherman
Norwich
Summary
Results-driven leader in customer and agent support within the insurance industry. Experienced in training and enhancing operational efficiency, with a focus on deepening technical knowledge and fostering collaboration across departments. Committed to sharing insights and improving service delivery to elevate customer experience.
Overview
17
17
years of professional experience
Work History
Agency Support Specialist
NYCM Insurance
Edmeston
11.2019 - 11.2025
- Provide professional technical navigation and insurance quoting assistance to our agent partners. Including granting agency access to internal systems, establishing download communications links to agent partners, vendor system navigation and compatibility assistance.
- Assist agents in quoting personal and commercial insurance, product promotion, system management assistance, agency site navigation, agent training and sales promotion.
- Consumer website and mobile app navigation and maintenance.
- Delivering exceptional service to our agency partners and insured customers.
- Member of E-Commerce Employee Training Team.
Customer Service Specialist
NYCM Insurance
Sherburne
07.2017 - 11.2019
- Insurance Customer Service call center associate.
- Responsible for all customer interactions and providing excellent service for help with accounts, claims, underwriting, mobile app and all other customer facing interactions.
- Customer Service ID Card Team member, processing vehicle policy endorsements for insures and dealers.
- New employee training team mentor.
- Interview team member.
Assistant Store Manager (Perishable Operations Manager)
Tops Markets
01.2011 - 07.2017
- Direct Manager for all perishable departments within store; meat, seafood, produce, bakery, deli, carry out cafe, produce and floral.
- Fresh Item Management leader.
- Oversaw accounting and inventory for perishable departments, ensuring accuracy and compliance.
- Conducted in-store audits to ensure adherence to operational procedures and maintain quality standards.
- In store safety and sanitation specialist.
- Recruitment and training specialist.
- Certified receiver for all departments and vendors.
- Asset Protection responsibilities.
- Manager of total store operations in multiple retail locations within the company.
Customer Operations Manager
Tops Markets
01.2009 - 12.2011
- Manager of total store operations in the absence of store manager.
- Managed store-level service operations, ensuring customer satisfaction and operational efficiency.
- Direct manager for all service departments; customer service desk, bookkeeping, front end operations, payroll, labor maintenance and scheduling.
- Reviewed and streamlined store processes to ensure financial accuracy and compliance.
- Payroll and scheduling supervisor.
- Recruitment and training specialist.
- Remarkable Customer Service liaison to corporate.
- Fostered community relationships, increasing brand visibility and customer loyalty.
- Other positions held within the company: Lead Bookkeeper, Customer Service Manager, Manager On Duty, Key trainer for the Syracuse District, Cashier, Customer Service Lead.
Education
Mohawk Valley Community College - Marketing
Mohawk Valley Community College
NY05-2027
SUNY Delhi - Parks & Recreation
SUNY Delhi
Delhi, NY05-1999
Marywood University - Communications
Marywood University
Scranton, PA05-1997
Regents Diploma -
Norwich High School
Norwich06-1996
Skills
- Customer support
- Customer service
- Operations management
- Service desk management
- Recruitment strategies
- Employee onboarding
- Scheduling efficiency
- Retail sales
- Retail industry knowledge
- Inventory control
- Payment processing expertise
- Marketing strategies
- Bakery operations
- Cash handling expertise
Certifications And Achievements
- Safe Serv Certified
- Certified Receiver
- WIC certified trainer
- Employee of the month - awarded 4 times
- Employee of the quarter
- Held store #569 in top 3 for Remarkable Customer Service Monthly Award for 22 consecutive months
- Awarded 3rd place in Remarkable Customer Service 2012
- Awarded 2nd place for Internal Audit Improvement 2013
- Awarded 1st place in Commitment to Community 2013
Timeline
Agency Support Specialist
NYCM Insurance
11.2019 - 11.2025
Customer Service Specialist
NYCM Insurance
07.2017 - 11.2019
Assistant Store Manager (Perishable Operations Manager)
Tops Markets
01.2011 - 07.2017
Customer Operations Manager
Tops Markets
01.2009 - 12.2011
Mohawk Valley Community College - Marketing
Mohawk Valley Community College
SUNY Delhi - Parks & Recreation
SUNY Delhi
Marywood University - Communications
Marywood University
Regents Diploma -
Norwich High School