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.

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

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.

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.