Sherry Ayers Email & Phone Number

Cincinnati, Ohio, United States

Business Analyst supporting the Consumer Call Center line of business with a focus on digital (mobile and online) and automatic bill payment products. Support on- and off-shore servicing and leadership teams within the immediate line of business as well as cross-functional teams. Responsibilities include: Project Management and Implementations, Process Improvement, Training Design and Facilitation, Incident Management, and SharePoint support.

Cincinnati, Ohio Area

Responsible for project management to include participation in planning/implementation, procedural and training documentation, system integration/tracking, and training/facilitation of same. Transitioned from lead to manager of the Knowledge Management team serving the Consumer Contact Center: - Planning and implementation based on existing and unwritten sources- Determining standards for article layout and methods for content review prior to publishing- Tracking and reporting on the progress of content roll-outs and continued content update requests - Training facilitation for end-users and teams on-boarding their own Knowledge Bank program - Creation of related training materials such as user guides, job aids, presentations & best practicesIn addition, established KB governance guidelines and best practices for our Knowledge Bank environment which became the model for other lines of business desiring establish their own environment. As a result, provided consultation and training in content authoring, content life cycle management, compliance best practices, and on-going subject matter expertise support. Also managed two Knowledge Management Specialists to support the environment, continuing content updates, annual review tasks, etc.

Cincinnati, Ohio, United States

Supported a call center servicing environment of 300+ servicing professionals and leadership in the Commercial Support Center.Responsible for project management to include participation in planning/implementation, procedural and training documentation, system integration/tracking, and training/facilitation as related to servicing procedures.A main focus of this role is implementation and sustained improvement of the Customer Experience (CE) for the Commercial Support Center (CSC). This included business/data analysis and reporting, development of coaching tools to improve employee CE performance, tracking of progress to meet monthly/annual goals as well as employee incentive campaigns and training/facilitation of CE concepts and methods. CE initiatives are an important focus of the Bancorp with the CSC's program being in the top 5 priority accomplishment for 2011.Designed and provided continued authoring support of the department’s intranet landing page (i.e. content development, structural design, incident management, etc.). This environment housed procedural information used by teams to service customer inquiries as well as employee-based information related to their employment with the Bank (ex: employee incentives and activities).

Cincinnati, Ohio Area

Created the role of Business Analyst for the Commercial Support Center (CSC) and mentored new resources as they were added to the CSC. Instrumental in the creation and documentation of standardized processes for handling customer requests to include call scripting, system use for problem resolution and "ticket" tracking via Siebel CRM. Prior to my tenure in the CSC, formalized, documented processes did not exist. Assisted in the CRM "build" for categorizing customer requests and responsible for creating end-user training materials. Also provided both in-classroom and virtual online end-user CRM training sessions for resources located in the CSC and in the affiliates.Designed, built and maintained the intranet site that housed process documentation used by CSC teams to service customer requests. Maintenance responsibilities included content revisions, communications / announcements and the addition of new site pages as needed for employee engagement and team-oriented information.

Mason, Ohio

Managed debit card implementations and special projects related to industry regulations and/or internal business needs such as PCI ComplianceDeveloped and standardized workflow documentation for custom card implementations and also developed marketing collateral, fulfillment materials and training documentationLiaison for Issuing Banks and/or MasterCard Coordinated with Compliance for industry rules and regulationsAdditional responsibilities included Marketing Manager. Managed Team, with focus on web and graphic designCreated and published collateral and fulfillment materialsManaged program implementation for over 2,700 locations nationwideManaged both Marketing and advertising to expand business reach

Cincinnati, Ohio Area

Created and defined new role, supporting a nationwide sales team for Fifth Third Processing Solutions EFT sales team. After 2.5 years in this role, was recruited to Fifth Third Leasing area to establish a new role in this department for a Business Development Manager.Developed all marketing materials, including direct mail pieces – one campaign resulted in a $3.2 million saleImplemented online client training solution resulting in a time/expense savings of apprx. $2000/per client visit Responsible for response to RFPs (Request for Proposals)Created and provided training for incoming sales representativesDivision representative, Siebel enterprise-wide implementationData maintenance/integration and report development for sales force database application Created design and content of quarterly newsletter