Mary Sherrill Email & Phone Number

Spokane, Wa, Us

Liberty Lake, Washington, United States

I provide strategic direction and leadership, across our various shared services centers, of all aspects of a globally consistent quality management program. Collaborating closely with all regional centers and shared services management, across LSM and GRS, identify best-in-class practices and develop global quality assurance frameworks and guidelines to drive excellent data quality outcomes and improved efficiencies & effectiveness to our business partners or customers.

Liberty Lake, Wa

• Manage a 30-person Quality organization with multiple levels of management responsible for completing over 40K reviews annually to ensure the quality of our offshore business partners. • Improved processes internally to reduce FTE by 6% over two years while increasing our workload by 35%; improved stakeholder satisfaction by .5 points and employee satisfaction (eNPS) by 21 points. • Identified trends and recommendations that helped drive $8.1MM in PTOI improvements.• Developed and… Show more • Manage a 30-person Quality organization with multiple levels of management responsible for completing over 40K reviews annually to ensure the quality of our offshore business partners. • Improved processes internally to reduce FTE by 6% over two years while increasing our workload by 35%; improved stakeholder satisfaction by .5 points and employee satisfaction (eNPS) by 21 points. • Identified trends and recommendations that helped drive $8.1MM in PTOI improvements.• Developed and monitored the calibration of quality results leading to a 7% reduction in disputes in one year.• Set the strategy for the quality program and ensure that everything is aligned, including audit form, calibration, dispute management, new work on-boarding, error correction process and vendor recognition program.•Based on evaluation and trend analysis, determined any technical/customer service training needs. Focused on continuous process improvement of processes and workflows, utilizing established methodology. • Talent review process owner for 120+ person Operations organization; designed and implemented standardized calibration process for the organization.• Co-chair for WE@Liberty (Women at Liberty Mutual) mentor program. Built, administered and delivered a mentoring program for the Liberty Lake Women Lead program. Show less

Liberty Lake, Wa

Responsible for workflow processes of Agency Interface Support Group; managing Level II business analysts, and collaborating closely with site leadership on service levels, systems enhancements, workflow changes, process improvement, product launches and training. Also responsible for performing complex research and analysis to support business operations. Develops recommendations to address problems/issues and makes presentations to the manager. I hired staff, coached and developed… Show more Responsible for workflow processes of Agency Interface Support Group; managing Level II business analysts, and collaborating closely with site leadership on service levels, systems enhancements, workflow changes, process improvement, product launches and training. Also responsible for performing complex research and analysis to support business operations. Develops recommendations to address problems/issues and makes presentations to the manager. I hired staff, coached and developed individuals, administered salary, prepared and delivered yearly performance reviews. Show less

Liberty Lake

Managed all claims activities and a staff of eight in a large branch office with a significant span of control for No Fault Claims personnel. I managed all aspects of an assigned branch's Personal Insurance Claims program. Responsible for establishing, implementing, and managing Liberty Mutual Insurance's claims handling strategy, with the objective of delivering a highly competitive claims product in terms of quality of customer service.

Liberty Lake, Wa

Training Manager:• Managed the integrity and implementation of the national technical training programs, all classroom training and development activities. Including needs assessment, curriculum development for the classroom including e-learning, course design/planning and logistics, content delivery and all related training materials. • Developed and administered assessment and evaluation tools to measure the impact and effectiveness of training program materials. Reviewed participant… Show more Training Manager:• Managed the integrity and implementation of the national technical training programs, all classroom training and development activities. Including needs assessment, curriculum development for the classroom including e-learning, course design/planning and logistics, content delivery and all related training materials. • Developed and administered assessment and evaluation tools to measure the impact and effectiveness of training program materials. Reviewed participant feedback, and shared evaluation results with senior level management offering recommendations for improvement in support of making a positive impact on job performance and meeting business needs.• Provided leadership, direction and support to Safeco and Personal Lines virtual and local training staff. • Hire, coach and develop staff, administer salary and prepare and deliver yearly performance reviews.Senior Trainer:• Facilitated a seven-week training course averaging 10-15 participants per class. Curriculum focused on customer service, insurance, systems, and workflows.• Applied adult learning principles, virtual training, coaching, and employee development skills.• Displayed proficiency in curriculum design, assisted in creating the training curriculum for the new hire training program.• Completed several curriculum development courses including an Instructional Design program focused on the ADDIE Model, analysis basics, designing curriculum, and project management. Show less

Liberty Lake, Wa

Managed a high volume claims desk. Reviewed and administratively set-up auto theft claims. Communicated with policyholders, witnesses, SIU and police in order to gather information regarding claims. Responded to various written and telephone inquiries including status reports. Explained the facts and logic of claims decisions that promoted customer understanding. Focused on fraud or subrogation potential for claims.

Liberty Lake, Wa

Managed the Quality Assurance program and QA team for Safeco Call Centers, I began as a Quality Reviewer and was promoted to Quality Manager. My team conducted required call monitoring evaluations for CSRs on a monthly basis. Observed content of calls against predefined best practices including customer service, communication skills and evaluation processes. Coached and provided feedback to CSRs. Analyzed and interpreted reports, behavior trends, and created action plans based on… Show more Managed the Quality Assurance program and QA team for Safeco Call Centers, I began as a Quality Reviewer and was promoted to Quality Manager. My team conducted required call monitoring evaluations for CSRs on a monthly basis. Observed content of calls against predefined best practices including customer service, communication skills and evaluation processes. Coached and provided feedback to CSRs. Analyzed and interpreted reports, behavior trends, and created action plans based on trending results. The team would identify trends requiring corrective action and report findings to site managers.As the Quality Manager I hired, coached and developed team members, administered salary and prepared and delivered year-end performance reviews. I created multiple QA programs, forms and processes for 3 contact centers. Show less