Customer Service Sales

Kelly Sherrod

**** ****** ***** **** ( Baltimore,

Maryland 21208

410-***-****(h)

443-***-**** (c)

Email: **********@*****.***

Summary of Qualifications

Dedicated professional with many years of supervisory management experience

and HR support.

Education

Kaplan University March

2007- 2009

(Online program)

Information Technology Systems

University of Maryland Baltimore County

May 2000- August 2002

(Certification Training centers)

Professional Experience

United Parcel Service

June 2012-July 2013

Baltimore, MD 21227

Cover driver

. Route support

. Efficient operation of computer devices and hand devices.

. Safe and efficient operation of package car.

. Provide a high level of customer service.

. Completion of rigorous driver training courses.

Artist

(Self employed)

August 1982- Present

Producer of graphic and fine art work for various clients. .

Delta T Group, Inc

Columbia, MD 21046

Lead Behavioral Health Recruiter February 2011-

July 2011

As a Behavioral Health Recruiter my responsibilities included:

. Lead and motivate a team of coordinators to meet or exceed company

goals and objectives.

. Conduct morning priority meetings to outline daily goals.

. Establish and manage a pool of behavioral health professionals to

support client needs

. Establish and manage a book of business.

. Prospect potential and inactive clients through daily calls and drop

in visits.

. Verify and review timesheets and hours worked of contractors for

processing.

. Negotiate compensation of contractors to meet company spread

objectives.

. Recruit interview and prospect new talent for contractor data base.

. Monthly follow up on active clients to build and maintain rapport and

to anticipate future needs.

. Maintain a high level of customer service and serve as a liaison

between client and contractor.

. Resolve difficulties between client and contractors as they arise.

. Update and manage contractor database monthly.

. Credential active and potential contractors for assignments.

. Fill open job orders as they become available

Associated Catholic Charities Inc.

St. Elizabeth Rehabilitation & Nursing Center

Baltimore, MD 21227

Unit/ neighborhood Manager March

2008- May 2010

As operations manager a 32 bed nursing unit my responsibilities included:

. Managerial oversight for 20+ employees to include scheduling,

staffing, performance

. I improved on and increased the rate of immunization compliance on

campus by 48% initiating a program that rewarded employees for their

annual participation of flu shots which gave the facility a higher

approval rating from the state. Also earning the facility a monetary

award.

. Assist the administrator with managing the budget for the

neighborhood/unit.

. Recruit, interview and recommend for hire.

. Administer 30, 60, 90 day reviews and evaluations.

. Ensure privacy of all medical charts on the clinical unit both written

and electronic in accordance with HIPPA.

. Develop and conduct policy and procedures, in-service training of

staff.

. Coordinate all non-clinical activities related to residents and staff

. Prepare reports for state and local inspections and surveys.

. Ensure operational best practices are followed to improve life quality

of each resident and staff.

. Maintain a high level of customer service of residents, family, staff

and visitors, serving as liaison between staff, visitors and family.

. Review of 24 hour nursing notes and electronic charting system daily

to ensure best practices are followed closely.

. Facilitate monthly meetings of residents, family and staff to address

and resolve any problems or concerns and to put into operation the

prescribed plan of care issued by qualified medical staff.

. Provide leadership to the facility on weekends as a rotating manager

on duty.

Catholic Charities of Baltimore

St. Elizabeth nursing and rehabilitation

Staffing Coordinator July

2001- March 2008

As staffing coordinator of a geriatric nursing facility my responsibilities

included:

. Manage a master schedule of nurses to meet the needs of the facility.

. Resource a pool of nurses to cover odd a hard to staff assignments.

. Coordinate staff schedules to ensure adequate coverage for departments

and patients. Monitor staffing requirements, including securing

coverage for vacancy shifts, open positions, and vacations.

Participate in recruitment efforts including job fairs, employment

advertising and screening for the interview process.

. Work independently and with managers to anticipate staffing needs.

. Monitor and document time and attendance results.

. Review, complete, and submit daily staffing sheets to assist with

verification of payroll accuracy for the Payroll coordinator. Monitor

daily punch detail report on each employee, for hours worked

verification, corrected any errors and identified trends.

. Monitor daily census to achieve efficient and accurate staffing

outcomes.

. Created and distributed HR communications and implemented HR programs

such as time and attendance, vacation limits, time off and shift

changes. Also conducted new hire orientation on these policies and

procedures.

. Conducted orientation of new employees acclimating new staff into the

organization.

. Provide creative ways to meet difficult and challenging staffing

needs.

. Assumed medical records duties pt while regular person on LOA. Chart

thinning and distribution of records to appropriate physician.

Unifirst Corporation

February 1996- July 2001

6201 Sheriff Rd, Landover MD

District Service Supervisor

As a service supervisor my responsibilities included:

. Provide consistent leadership and support to route sales when regular

driver is absent.

. Motive route service personnel to meet sales goals during promotions

and quarterly events.

. Ensure total customer satisfaction through timely services calls and

visits.

. Document service calls and follow-up and address problems and

concerns.

. Ensure highest level of customer service is being provided by random

ride-along with service providers.

. Educate sales service team of all current policies and procedures

relating to sales, service and the corporate mission.

. Reconciliation of all end of day transactions both cash, credit and

cuff.

. Assist in the set-up and installation of new business.

. Prospect new opportunities for growth and increase profit goals when

visiting existing accounts.

Melville Corporation/Shoe mart

May 1992- July 2001

Ellicott City, MD

. Manage and oversee the daily operation of an 800K+ footwear and

accessories store.

. Improved on programs that increased sales and distribution of

merchandise by increasing communications of managers to send slower

moving product to stores within the districts that could sell the

product thus reducing mark downs, purchasing and shipping cost.

. Monitor sales trends through weekly spreadsheets and reports to

improve sales.

. Hire and train new talent.

. Manage and monitor shipping and receiving best practices to ensure P/L

goals.

. Process weekly payroll for store.

. Evaluate and discipline staff as needed.

. Maximize product throughout the store to increase sales on special

promotional items through signage and attractive displays

. Provide visible leadership with POS staff to ensure best practices at

customer check-out and returns of merchandise.

. Control shrinkage by employing proper procedures and timely mark-up/

markdowns.

. Recipient of manager of the district award in 1993 for best store

sales to budget and Profit/loss to budget goals.

Certifications

Certified GNA, State of Maryland (expired)

Beacon Institute: Positive Employee Relations Management training

A+ Certification, UMBC

Software/System Skills

Kronos Timekeeper Central

Ultipro Payroll System

Microsoft Office Suite

Adobe Photoshop

Illustrator

Corel Draw

References available upon request

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