Sherry Reilly Email & Phone Number

Jacksonville, Florida Area

Train, educate and lead new hire call center employees in their role as customer experience specialists and loan counselors. Classroom training including role plays, workbook, quizzes and final exams weekly including WBT compliance training. Facilitate soft skills, multiple systems and quality expectations to meet SLA'S. Received highest trainer scorecard from new hires with a 4.98 avg out of 5. Support and encourage new hires after training, following up to address any issues and how to make training better. Meet with leadership to discuss new hire progress, opportunities and how to improve transition to the call center. Conduct year end training and specialized training curriculum for tenured employees as it relates to regulations and processes. Update and provide feedback on training curriculum.

St. Mary'S Ga

• Collaborate closely with business partners to make certain learners are effectively performing job requirements and meeting or exceeding standards.• Evaluate call center agents to identify and resolve knowledge and skill gaps• Performance management and employee development• Ensure advocates deliver consistent high level of outstanding service to callers• Utilize Project management skills for multiple initiatives• Assessment of skills and knowledge throughout the new hire training program• Support interviewing and onboarding of new hires• Responsible for OJT and transitioning new hires in the production environment including monitoring and ensuring schedule adherence, quality scores and average handle time• Conduct side by sides, developed success action plans and was POC for questions• Hold team meetings to ensure policies and procedures were communicated and applied in a timely fashion• Responsible for in depth reporting through multiple tracking tools and achieving operational metrics and attrition goals.• Participate in corporate peer observations to identify and align training best practices• Key partner in the merger insuring that all employees had the necessary training and information to transition to a new platform.• Responsible for ongoing communication with various business partners• Presentation of the ESI training model to clients and potential clients• Collaborate with clients to create client specific training• Deliver continuing education including technical systems, Medicare, quality and client virtual training for tenured employees and create and maintain core training curriculum.• Selected to facilitate courses throughout the enterprise that are high profile and/or in sites where our customers have the highest expectations of classroom results/issue resolution.• Evaluate and revise training curriculum to meet the needs of all business partners

Jacksonville, Florida Area

Established and maintained relationships with individual and business customers, and provided assistance with problems customers may encounter. • Planned, directed, and coordinated the activities of employees in the branch to ensure adherence to quality standards, deadlines, and proper procedures.• Solicited and sold banking services to existing and new customers increasing revenue and loyalty.

With customer service orientation, verifies patient's insurance benefits and eligibility, obtains required authorization, provides procedure codes and fee estimates,.• Verify insurance eligibility and benefits via phone and/or internet access. Update insurance policy information in system as required.• Check insurance payment policy for scheduled procedures and obtain prior authorization when required.• Communicate effectively with the facility in which the procedure will be performed as needed.• Assign appropriate ICD9 and CPT codes pre-operatively based on documentation and booking slips.

Marietta Ga

Created and maintained new and existing customer relationships while promoting Wachovia’s business and personal banking products.• Managed a staff of 7 including customer service representatives, tellers, head teller and loan officers.• Held daily huddles on goals and achievements of staff and motivated staff to increase cross sell ratios and banking relationships• Collaborated with other banking partners and made sales calls to ensure customers were being serviced appropriately.

Greater Atlanta Area

Conducted call center new hire training classes and analysis on business needs for call center training.• Collaborated closely with Operations leadership to define and identify training needs • Provided feedback to 6 other trainers responsible for delivering new hire curriculum and policy and procedure.• Conducted orientation sessions and arranged OJT for new hires.

Greater Salt Lake City Area

Day to day oversight of 150 seat call center and daily metrics.• Managed key performance indicators (KPI) for service metrics daily, weekly, monthly.• Defined, communicated, and implemented a world class customer service model• Drove change and influenced individuals at all levels within the organizationCreated call center training curriculum and managed training team.• Designed, implemented and evaluated staff training and development programs, customer service initiatives and performance measurement criteria.• Evaluated instructor performance and effectiveness of training programs providing recommendations for improvement.• Partnered with other departments and management to accommodate timely and complete issue resolution.• Maintained positive, constructive working relationships with internal customers

Jacksonville, Florida Area

Taught 8 week new hire training classes for customer service representatives. • Delivered new hire training curriculum and assessed performance metrics• Updated curriculum and created training reports.Customer Service RepresentativeAnswered customer questions regarding credit card transactions.• Answered inbound calls from customers regarding credit card transactions, billing, statements, interest charges and specialty programs.

Business Certificate, Business Administration, Management And Operations, 3.5

Took a Business Management class to sharpen my skills in the business world. Ranked in top 5% of class.

Associate Of Arts (A.A.), Business Administration And Management, General, 3.5

Acquired my AA degree in Business.