Sherrod M. Email & Phone Number

Las Vegas, Nv, Us

- Utilized data analytics to decipher and summarize data pulled to troubleshoot and prescribe solutions to mitigate ongoing message filtering/blocking issues- Owned the TFN verification process along with cross-functionally working with the Postscript organization and Postscript partner, Twilio- Supported cross-functional teams by providing guidance and expertise on SMS compliance, ensuring compliance within all business processes.- Conducted regular audits and assessments to identify compliance gaps and mitigate potential risks - Communicated and developed corrective action plans to address non-compliance issues

- Used TCPA, CTIA, and Carrier Rules and Regulations when troubleshooting, creating, and auditing shops’ Automations, Campaigns, Keywords, and Popups to aid in reducing a shop’s risk- Collaborated with Twilio on obtaining vanity, random, and transferred short codes for our customers and resolving TFN (Toll-Free Number) re-verification issues- Aided in compliantly applying for international phone numbers and migrating our UK and Australian customers to their own dedicated TFN- Conducted risk assessments to identify potential compliance issues and determined appropriate risk mitigation strategies cross-functionally- Reviewed SMS (Short Message Service) marketing campaigns to ensure compliance with relevant TCPA, CTIA, and Carrier rules and regulations- Provided guidance to Postscript’s internal staff and customers on SMS marketing compliance rules and regulations- Analyzed, flagged, and escalated non-compliant issues to management and the VP of legal to strategize best practices for a timely resolution- Audited all new shops’ subscriber lists by manually uploading to the shop’s account and ensuring all subscribers were properly opted-in to their SMS marketing messaging as it pertained to their List Upload form submissions

Las Vegas, Nevada, United States

- Used TCPA and CTIA Rules and Regulations when troubleshooting, creating, and auditing shops’ Automations, Campaigns, Keywords, and Popups- Utilized Retool to better understand why certain messages failed to send along with understanding the error codes given to convey this information to our customers- Championed and collaborated with CXA leadership on the revision of the List Upload form for easy readability and understanding for external and internal use- Helped evolve the List Upload process with CXA leadership as well as re-trained the CXA team on the new process- Aided in compliantly migrating UK and Australian shops to their own dedicated TFN- Part of a 3-person CXA Billing team, consisting of the CXA Director, CXA Manager, and myself who handled all refunds and invoices for the Postscript organization along with training/coaching Postscript employees and customers on Stripe and Shopify billing and processes- Contributed to the betterment of Postscript by troubleshooting, documenting, and reporting opportunities for improvement with the product team and internal workflows- Participated and thoughtfully provided ideas to continue building Support at Postscript and contributed to the long-term success of the CXA team- Actively displayed knowledge obtained on the product through navigating a high volume of product and sales-related inquiries internally and externally- Assisted with training/shadowing/coaching new CXA team members- Collaborated with the marketing team, CXA manager, and team member increasing Postscripts’ G2 Review rating with a 64% success rate of our 25+ review goal within a 9-day span and 3-day lag with reviews being published- Contributed and collaborated with the Academy team with the advanced video content for external and internal use- Collaborated with the CXA Director and team with building out the CXA Career Paths and Style writing Guide

Nashville, Tennessee, United States

- Delivered exceptional customer service through one-on-one interactions through email, phone, chat, and social media- Utilized Shopify to assist the customer through creating profiles, building/creating/editing customer orders, monitoring the influx of customer orders, and/or canceling customer orders- Used Zendesk as a mean of communicating with customers- Worked closely with other teams including Marketing, Operations, Production, and the Web team to ensure customer feedback is heard and provided ideas for improvements- Demonstrated an excellent understanding of our customer base and ensure the tone of the company is in every interaction- Managed PAIR’s order management system effortlessly to ensure resolutions are in a timely manner

Nashville, Tennessee, United States

* Delivered exceptional customer service through one-on-one interactions* Left every prospective and current customer feeling loved and valued* Utilized feedback to improve systems and assist in developing The Farmer's Dog Customer Journey* Tracked responses and work with the product team to develop future improvements* Learned to be a health and nutrition wiz; provided support on dog health, care, and wellness* Participated in cross-functional projects with opportunities for growth, i.e. customer insights, user experience, operations

Nashville, Tennessee, United States

* Delivered above and beyond customer service over the phone, email, SMS, and live chat* Mastered Warby Parker's internal management system in order to efficiently process sales orders and maintain customer relationships - data entry and typing skills* Used Warby Parker's communication software to interact with teammates, management, and other departments* Noticed the smallest trends and pain points, then brainstormed ways in which to create solutions to improve each customer's experience - customer satisfaction building

Greater Atlanta Area

* Recruited and contracted talented musicians for various performances* Devised and maintained musician's payroll, personal hotel bookings, and travel schedule* Prepared personal taxes* Violist for various regional orchestras, touring orchestras, recitals (chamber and solo), concerts, studio recordings, and solo performances (a list can be provided).* Developed and sustained professional performing techniques and etiquettes* Cultivated personal relationships with other professional musicians, conductors, performance contractors, personnel managers, and venue managers* Maintained a daily routined practice schedule* Held leadership roles (principal and assistant principal roles) in various regional orchestras and touring orchestras (a list can be provided)* Cultivated team building and working skills* Maintained personal contracts with various groups* Volunteered performances at different schools, charitable functions, and retirement homes* Maintained and sustained payment budget, hotel bookings, and travel schedules* Mentored colleagues

Georgia

* Partnered with Orchestra Directors to implement a group training and development program (A list of Schools and Orchestra Directors can be provided)* Enforced School's and Orchestra Director's policies on Dress Code, Code of Conduct, Hygiene, and Performance Standards* Prepped Students for performance reviews* Partnered with Orchestra Directors and Professional Musicians on Student's performance review evaluations* Coached young musicians (ages 11 - 18) in the art of viola playing on a school's schedule* Mentored young musicians*Gave progress reports to the corresponding orchestra directors* Attended the students' orchestra concerts* Cultivated personal relationships with each orchestra director and students

Greater Atlanta Area

* Developed a strategic training and development program for perspective viola/violin students* Created, enforced, and implemented studio's policies on Dress Code, Code of Conduct, Hygiene, and Performance Standards* Managed and created studio's payroll and budget plan* Created and maintained a recruitment pipeline of viola/violin students* Scheduled weekly progress check-ins/reviews of student's practice and performance habits* Trained young musicians (ages 6 - 19) in the art of viola and violin playing* Mentored young musicians* Gave progress reports to parents and students* Weekly check of student's practice journals* Partnered in the testing and implementing of a new metronome, Pulse* Attended students' recitals and orchestra concerts* Cultivated personal relationships with all students and students' parents

Master Of Science - Ms, Human Resource Analytics And Management, 3.92

Bachelor Of Music, Music Performance - Viola