Sherry L. Email & Phone Number

United States

The Group Manager is responsible for the day-to-day operations and management of the legal specialist teams. • This position is responsible for managing overall production, production quality, employee development and stakeholder expectations. • The role requires knowledge of and ability to implement key concepts like work allocation, process and procedure development, problem solving, capacity planning and dealing with employee performance management cycle. • This position interacts with internal and external customers as well as multiple cross-functional organizations making it critical to be able to develop strong relationships to drive business results. • The position reports to Manager, Operations, requires a balanced mix of people, process, and project management with a high sense of ownership and drive to deliver breakthrough results. Knowledge and experience with lean production methods and data analysis is an asset.• Analyze business drivers at both the partner and program level to manage and improve performance including the project management of both individual and team initiatives. • Execute employee performance management, including training, coaching, recognition, and course correction. • Develop program / process strategies and execute against such strategies. • Develops and maintains relationships with key partners both internally and externally. • Ensure quality and accuracy of all work products, create, set, and communicate performance plans to drive results where applicable. • Management of direct reports (12) • Responds to escalated consumer issues and identifies potential compliance issues.

Oakland County, Michigan, United States

Client Relations:• Partner with clients to provide detailed answers regarding client files, case updates, andapplications• Provide customer service for product or portfolio questions related to non-portfolio or nonperformance related inquires• Manage monetary transfers and transactions• Prioritize customer problems for the advisor based on knowledge of products and services• Document an update client records within internal client relationship management system• Handle all in-bound client inquires and complaints; verbal, phone, writing• Work with the principle Financial Advisor and team members to administer, participate, andoptimize all prospect events (seminars, webinars, etc.) as well as client education orappreciation eventsAdministrative Support:• Accountable for general office appearance and upkeep• Calendar and appointment management for the CEO, lead financial advisor• Client file maintenance and audits

Livonia, Michigan, United States

• Effectively lead, coach, train, develop and support Center employees to ensure attainment of Center performance objectives to grow out the Call Center from 30 Temp agents to 75 Temp-To-Hire after meeting requirements agreed upon between the agency and the Company Client.• Gave constructive feedback, coached, and conducted corrective actions on employees related individual performance. Ensured appropriate training for new and existing employees.• Exercised strategic plan to grow Specialists to meet and exceed all assigned Key Performance Indicators (KPI's).• Monitored and updated Team Statistics to track performance for feedback, incentives and Performance Reviewed (coordinate with Reporting Analysts). Oversaw reporting for accuracy.• Supported and developed Specialist by responding to questions and supplying feedback, coaching, communicating information, and training. • Conducted one-on-one sessions with Specialist. Prepared and conducted Performance Reviews, Individual Development Plans (IDP's), and Business Excellence Agreements (BEA's).• Partner with the Quality Coach to develop employees and perform the Quality Assessment process including listening to calls and providing feedback on call quality (non-scored call coaching).• Support new Specialist training program. Oversee transition/training of new team members as well as training for existing team members. Coordinate with Performance Development resources on special training

United States

• Developed and administered Client Service training across all platforms introducing a Spanish Speaking Team to the Org. which led to an increase a 25% increase client base of New Prospects is the West Coast Region.• Developed and administered Client Service training across all platforms.• Managed, developed, coached, and held accountable the Client Services Team, reviewed departmental analytics, metrics, and KPI’s daily, weekly, monthly, quarterly. And identified new methods for improving the Client Services Dept.• Collaborated weekly, monthly, and quarterly with Management, Enrollment Dept, Settlement Dept, as well as the Processing Team to ensure objectives for exacting standards of efficiency and quality according to the stakeholders were consistently met.• Pre-Loading and managing the dialer at the beginning of each day.• Managing the Service Level/ Queue hourly.• Respond to and resolved BBB Complaints.

Southfield, Michigan, United States

• Taking incoming telephone calls from customers and following up with touch point tasks daily using my book of business.• Mastered the ability to control conversations and appropriately answer customer objections and questions.• Delivered an accurate description of product and/or service to customers to ensure that the client remained in the program for 1 – 4 mos. While assigned to myself.• Worked diligently with the Negotiations Dept. to fast-track clients who were able to settle the debts immediately.

Southfield, Michigan, United States

• Maintained knowledge of regulatory requirements, including accrediting bodies, federal, state, and local requirements, as well as Credit Acceptance Corp's policies.• Successfully maintained Intrinsic Value by keeping a work environment focused on quality, communication, collaboration, integration, and teamwork.• Consistently met deadlines and requirements for all call evaluations.• Exercised skillful writing skills to be able to support my findings when collaborating with other team members as well as area leaders.• I mastered an understanding of the policy objectives, while continuously reviewing the most recent updates to stay abreast of ongoing/upcoming changes.• Audited reports monthly to evaluate the strength and thoroughness of compliance identified if and where processes are not.• I ensured procedures, policies, legislation, and regulations are correctly adhered to and followed security policies, adherence to FDCPA guidelines over the course of a compliance audit.

Southfield, Michigan, United States

• I also managed conveying and motivating others through various company changes. Monitoring selected team members’ calls to assist with improving KSA's through side-by-side training.• Established “Promise to Pay “from customers and provide timely follow-up on broken promises, while taking on additional responsibilities.

Southfield, Michigan, United States

• Collections of delinquent payments and fee 1 – 60 days as assigned to my book of business.• Collected and processed payments through ACH or CC or Wire Transfer.• Collected and processed payments through ACH or CC or Wire Transfer.• Utilized the tools to search for customer/guardians with the goal of developing additional contacts.• NSF Management to include reviewing assessing fees and forwarding to the appropriate Collections Specialist.• Responsible for maintaining billing and account review with the client.• Audited and reconciled customer accounts.• Accurately created invoices.

Project Management Certification, 3.2

Associate'S Degree, Business Administration And Management, General