Sherry Christensen work email
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Sherry Christensen personal email
Email: cc_sunshine677@yahoo.com Professional BackgroundJOB Experience· 17+ years of experience in practical development and coaching· 10 years managing 1-19+ employees· 24+ years of experience in Customer Support· 12+ years of experience in paralegal management and training, financial services, fraud operations, fraud investigation, account processing, loss prevention and collection, financial risk, e-commerce, credit card and payment processing, electronic payments, payment systems, chargebacks, and due diligence.· 15+ years PayPal experience & Supervisorial Management for Fraud Investigations, Risk Management, and Limitations Customer Support.· Excellent written and oral communication skills· 15+ years business owner, Madeline’s Cancer Pendant· 9 years HR Administration and HR Benefits Administration, HRAM Certified· Personal traits: professional, adaptable, focused, skilled communicator, exceptional ability to multi-task, strong problem-solving skills, well developed sense of urgency, multi-tasking, and follow through, while remaining flexible.SKILLS & ABILITIES· Organizational skills -Team Management Skills -Interpersonal Skills · Team Building Leadership -Employee Development· Relationship Building/Facilitation -Verbal/Written Communication· Coaching Skills -Ability to Motivate & Direct -Analysis · Analytics -Microsoft Office / Windows / Word, Excel, Power Point, etc. -Creativity -Coaching· Public Presentation Skills -Process & Detail Oriented -Credit/Build Credit· Detail Oriented -Presentation Skills -Leadership Development · Training & Development -Business Development - Healthcare & all lines of Insurance Benefits· Team Leader -Employee Engagement -Employee Supervision · Employee Training -Cross-Functional Team Leadership · Customer Service -Customer Relations -Customer Service Skills · Human Resources Administration & HR Employee Benefits small & Large Corporations· Call Center Management & Operations -Networking -Risk Management -Kronos -Legal· Training -Workforce Management -Insurance/Claims Processing & Provider Relations
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Call Center ManagementOpticsplanet, Inc. Jul 2021 - PresentNorthbrook, Il, UsWorld's leading online retailer for those who are passionate about their jobs, serious about their recreation, and devoted to their service to others.OpticsPlanet offers brick and mortar know-how and customer care combined with the diverse product selection and extremely competitive prices of an internet retailer. With hundreds of thousands of products from more than 800 top brands, our impressive selection of outdoor sporting goods, hunting equipment, tactical apparel and shooting accessories is unmatched by any other retailer. As an award-winning customer-centric store, we are continuously expanding our product offerings with input from our millions of satisfied customers.· Hiring, coaching to reinforce training, motivating to high-quality performance, and retention · Work closely with Customer Care Management to ensure that company policies are followed, and service levels, sales conversion, and revenue targets are met or exceeded· Work closely with the Product Intelligence cluster, Order Management cluster, and Operations Support cluster, among others· Manage overall team performance and growth· Maintain coverage, ensure schedule is followed, and delegate responsibilities to appropriate staff to ensure service levels and response time goals are met· Provide appropriate training and coaching to Customer Care staff on standard operating procedures and other essential organizational functions· Motivate and coach employees· Monitor and report staff performance, both quantitatively and qualitatively, to identify areas for improvement, recognition, and development· Hire high-quality specialists by following approved interview techniques· Maintain staff morale and workplace culture by taking appropriate corrective action with staff · Organize and communicate team processes · Facilitate inter-cluster communication on behalf of Customer Care· Point person for staff escalations of customer issues -
Skills & AbilitiesSkills Sep 2022 - Sep 2022o Interpersonal, Verbal & Written skillso Organizational, Analysis & Analytical skillso Microsoft Office/Windows, Excel, & Power Point skillso Creativity & Presentation skillso Leadership Training & Developmento HR Health Care & HR administrationo Customer Service & Relations Managemento Kronos & Timecard administrationo Risk Management, Fraud & Fraud Preventiono Team Management & Team Building skillso Employee Development, Coaching, Engagement, Motivation & Direct skillso Employee & Business Developmento Cross Functional Team Leadershipo Leadership Developmento Networking & Legalo Open Enrollmento Payroll Processingo E-Commerce, Credit Card & Payment processingo Development of teams of 5-100 employees to meet specific individual, call center, and company goals, KPI’s and NPS indicatorso Executes management responsibilities in accordance with company policy, applicable laws, and regulatory compliance.o Interviewing, hiring, training employees, planning, assigning, and directing work, appraising performance management, work close with HR rewarding and disciplining employees, addressing complaints, and resolving problems and escalated concerns.o Work closely with HR, Work Force Management, Directors, and all departments within companies to discuss resolution of concerns, ensure effective communication continues within the organization, policy & procedure needs and update concerns that may need implementation, budgeting, HR Related concerns, and various other tasks associated.o Review daily reports and results of department operations related to established goals while providing regular feedback to executive staffo Oversee customer calls to ensure accuracy, technical accuracy, and complianceo Assist with fraud investigation, follow through and escalations with several databases.
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Zone Lead SupervisorAmazon Jun 2020 - Sep 2022Seattle, Wa, Us· Assisted in the complete process of building the Amazon Fresh Store in Schaumburg and Naperville, Illinois inclusive to assisting in the layout of store, putting up shelving in entire store, receiving and stocking of all shelves and sections of store, training of new store employee’s from Day 1 to current, managing all statistical reporting needed upon Grand Opening and current to date.· Work closely with management to manage overall team performance and growth.· Provide direction to, assist with training and leading Associates.· Assist with merchandise flow, including receiving shipments, replenishment, returns, price management, online grocery ordering, operations support for associates in picking and batching of grocery orders, Amazon delivery driver assistance, effective customer service flows for In-Store and Drive-Up order processing, including Amazon Locker implementation.· Assist with other operational activities including store and warehouse maintenance, helping to maintain a neat/COVID sanitized shopping environment.· Provide direction to employees during hours of operation as well as opening and closing the store · Monitor customer and delivery flows for In-Store and Delivery, provide POS training and use POS knowledge and troubleshooting techniques. Oversees the entire Amazon Outbound Department.· Provides support with motivation, statistical recording of all metrics, communicating said metrics, and all other measurable metrics.· Established, supported and maintained being the TOP Amazon Fresh Store regarding Operations and revenue. -
Client Services ManagementFreedom Financial Network Jul 2019 - Jun 2020San Mateo, Ca, Us· Proven track record of empowering and motivating employees to accomplish optimal performance.· Winner of Black Diamond Award for top 10% stats in company.· Worked with Underwriting, Client Enrollment and Client Satisfaction teams, establishing accurate, professional, and outstanding services.· Provided leadership support, identify coaching and development opportunities, and assist with recruiting and staffing for employees in a multi-channel interaction environment.· Leadership to both direct and indirect reports to exceed outlined performance targets related to client satisfaction and Compliance procedures.· Oversee employee reviews, coaching and payroll accuracy.· Collaborate with other peers and Senior Management across multiple channels to implement initiatives and develop creative solutions to drive customer retention.· Facilitate department meetings and provide regular business updates with recommended initiatives for change to senior and executive leaders.· WFM, Payroll, overseeing service levels, and capacity planning.* Moved to Long Grove, IL Nov 2019 -
Management Team LeadLexington Law Firm Dec 2017 - Jul 2019North Salt Lake, Ut, Us· Making a difference in the lives of others who are challenged with credit problems.· Develop and supervise a team of paralegals (Client Loyalty Representatives) by directing their activities for the achievement of company targets and goals.· Identified, monitored, and articulated reporting requirements, which include targets, specific data, anticipated outcomes, and other key performance indicators.· Identified, recommended, and supported the implementation of various programs for the improvement of contact center processes through support of quality and training efforts.· Prepared, developed, and conducted performance evaluations, make employment decisions, set up performance goals and targets assigned team.· Lead and drive key initiatives that align with end state goals by working cross-functionally with internal and external teams.· Perform duties professionally and contributes to a positive work environment.· Promoting an employee-centric culture that encourages employee satisfaction and engagement, supporting and coaching, while developing paralegals.· Building and maintaining long-term internal and external relationships. Supporting, coaching and development of a team of 10-15 Client Loyalty Representatives through communication to achieve team goals. -
Management SupervisorFiserv Jan 2016 - Dec 2017Milwaukee, Wisconsin, Us· Manage workflow within front office card team.· One hour weekly 1 on 1s for all agents. Identifying, coaching opportunities with providing support as needed. Build on each individual's strengths, while identifying areas of development to ensure personal growth and career development are established. · Administering, policies of the company to ensure customer services is provided by associates in a way that it will meet expectations.· Administering performance management monthly, quarterly, and annually by coaching, providing feedback, training, and career advancement with associates. This includes corrective actions.· Perform quality checks utilizing NICE call system, develop and review performance and Compliance reports, identify areas needing improvement, and implement measures and process for the employees to improve performance.· Lead workflow distribution and floor management to ensure service levels are being met and resolving complex escalated client concern disputes.· Recruit by interviewing and making effective hiring or terminating recommendations. Develop and implement process improvements within recruiting.· Proactively drive efficiency gains and development of the future state of the department.· Develop and report metrics for staff on a daily/weekly/monthly/annual basis.· Drive motivation and engagement with team members -
Fraud And Risk Supervisor ManagementPaypal Dec 2001 - Jan 2016San Jose, Ca, Us· One hour weekly 1 on 1s for all agents. Identifying, coaching opportunities with providing support as needed. Build on each individual's strengths, while identifying areas of development to ensure personal growth and career development are established. · Weekly Team Learnings, daily stand-ups, and meetings consisting of consistent training and motivation with team· Coach agents and issue any Performance Management needs to optimize the required stats determined by the company.· Complete 4 or more quality calls per agent each month to assist with Medallia & NICE Post Survey processes and scores. Coaching and development for those calls that may need improvement or education.· Present coaching opportunities to teammates, document, and work with HR when necessary to take actions into disciplinary actions or termination.· Interviewing process for new hires.· Monthly, Quarterly, and Yearly reports and reviews performed for all teammates.· Track and log statistics and Kronos timecards daily, weekly, and monthly. · Create weekly reports on metrics and customer satisfaction for team and peers.· Work with Focus Groups to improve processes and procedures.· Created and assisted with implementation of 3 International processes that resulted in lowering AHT, speed of call, Due Diligence processes and IVR processes. Also created several other (30+) ideas that resulted in implementation into a new process within the US or part of current idea implementation to enhance their results.
Sherry Christensen Skills
Sherry Christensen Education Details
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Ralston High SchoolHigh School
Frequently Asked Questions about Sherry Christensen
What company does Sherry Christensen work for?
Sherry Christensen works for Opticsplanet, Inc.
What is Sherry Christensen's role at the current company?
Sherry Christensen's current role is Supervisor Management.
What is Sherry Christensen's email address?
Sherry Christensen's email address is sc****@****ork.com
What schools did Sherry Christensen attend?
Sherry Christensen attended Ralston High School.
What skills is Sherry Christensen known for?
Sherry Christensen has skills like Payments, E Commerce, Html, Java, Analytics, Customer Experience, Call Centers, Credit Cards, Fraud, Windows, Customer Service, E Payments.
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