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.

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
• 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.

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..

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.

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.
• Developed and administered assessment and evaluation tools to measure the impact and effectiveness of training program materials. Reviewed participant… Show more Training Manager:
• 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.
• 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:

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.

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.