Erin Sherry Email and Phone Number

• Lead and manage day-to-day program support and administration• Manage workload among team members including scheduling of resources and tasks, monitoring task volumes to ensure performance metrics are exceeded or met• Manage performance of all team members and provide coaching, mentoring, and training as necessary to ensure superior customer service • Provide support to program administration team as the subject matter expert for the program• Review program exceptions and… Show more • Lead and manage day-to-day program support and administration• Manage workload among team members including scheduling of resources and tasks, monitoring task volumes to ensure performance metrics are exceeded or met• Manage performance of all team members and provide coaching, mentoring, and training as necessary to ensure superior customer service • Provide support to program administration team as the subject matter expert for the program• Review program exceptions and appeals, escalate to client as processes dictate, and manage communication and resolution with client• Monitor customer service activities including phone support and email support and provide coaching and feedback to program administrators on a regular basis• Perform quality assurance reviews on processing tasks and provide coaching, feedback, and training where necessary to ensure high quality service• Develop performance objectives for each team member and deliver annual performance reviews to each team member• Identify and implement process improvement initiatives• Review, edit, and continuously update all standard work, reference, knowledge base, and process & procedure documentation• Manage communication between Account Manager and program administration team related to process changes, policy changes, customer service issues, system interface issues, scope concerns and/or personnel changes• Escalate program concerns and issues to Account Manager and/or Director• Escalate systems issues to Business Analyst team; coordinate and communicate resolution of system issues to program administration team• Attend client meetings with Account Manager as needed• Provide customer service via phone and email as necessary based on volumes• Provide processing support as necessary based on volumes Show less

• Provide exceptional customer service via phone and email• Process reimbursement requests, review grade submissions, and process school invoices• Adhere to all standard work instructions• Meet all established service level metrics• Identify opportunities for improvement and escalate to Operations Lead• Create and update process documentation as necessary• Provide quality assurance support