SHERRY ANDREU

E-mail Address: adhko0@r.postjobfree.com

*** ** ***** *****

Fort White, Florida 32

Cell Phone: 386-***-****

CUSTOMER SERVICE EXPERT

Manager with over 30 years’ experience exceeding customer expectations and organizational performance goals not only personally, but also leading all teams to do the same. As an Experienced Project Manager with certification in Business Analysis and Lean Six Sigma Methodologies, I constantly look for how we can do it better and faster, while utilizing current resources to their fullest potential, saving money

Core Competencies

Call Center Operations Quality Assurance Custom Program Design Business Operations Analysis and Design Certified Lean Six Sigma Black Belt BPMN PMP certified EOC Deployment as check writer, desk assistant (U/W and FNOL) and Site Manager Training Underwriting (Commercial, Personal Lines, Health and, Life insurance, Commercial and Personal Lending: Unsecured, Secured and Mortgages Forecasting/Scheduling, Work Force Management Audit/Compliance and Budget Control Organizational Redesign and Operations Management Contract Negotiation Vendor Management and Control Communication Development System Migration Project Management Profit and Loss Balance and Control Accounting AP and AR Inventory Truck Orders Paid Outs Scheduling Sales Forecasting Invoice reconciliation Payroll New Hire Orientation and Training.

Zaxby’s LLC, Archer Rd — Gainesville, FL

Assistant General Manager-May 2019 to Current

Assigned first to the Main St store to improve restaurant sales, speed of service time and increase inspection/mystery shop scores.

Created task lists for BOH and FOH positions including prep and drive through cashiers and drink maker to ensure all cleaning is addressed and completed as a team and work is shared among all staff evenly.

Increased inspection results from failing (69%) to 88%; Reduced customer complaints from 5 daily to <=1 weekly, reduced SOS from 7:15 minutes to 4:15 minutes.

Moved to Archer Rd store to add to stores success. Trained to build strength in all positions in both FOH and BOH. Led BOH night shift team to meet best SOS times for the quarter at under 3:30 for dinner and late snack.

Handle Truck orders, put up truck, reconcile invoices. Handle daily and end of week inventory.

Ensure appropriate cleaning completed at end of day and night shifts. Designed FOH and BOH checklists for cleaning to divide shift closing duties evenly among all roles and encourage completing duties as a team.

Designed attendance tracking sheets to ensure progressive actions handled consistently for call outs, no call-no shows and tardies, Handle scheduling and payroll.

Handle deposit and paid out submissions, profit and loss reporting, sales forecasting and daily and weekly sales and speed of service reporting/tracking.

Handle daily prep list completion tracking, including protein. Ensure appropriate product labeling, temp maintenance and protein traceability procedures are adhered to.

Currently rated #1 store in region for speed of service, highest sales, and best customer ratings. Ranked Top Assistant Manager in my store and my region for sales and SOS, duties handled, running store alone and attendance.

Loves Travel Center, Hardees Restaurant — Ellisville, FL

Assistant General Manager-October 2018 to May 2020

Promoted/assigned role to improve restaurant sales, speed of service timeframes and increase inspection/mystery shop scores.

Created task lists for all positions within 3 shifts to address cleaning improvements: Backline, Front Line, Drive Thru, Prep, Biscuit Maker, and Leadership team duties

Designed Post Shift prep to ensure appropriate supplies readily available for next shift.

Created sales daily and hourly trending reports to develop a staffing model to avoid over/under staffing during peak periods, non-peak periods and holiday timeframes.

Added additional mid-shifts to better align with high sales hours.

Changed method of releasing weekly schedules to sending schedule copy via mass email and IM messages.

Created prep lists to improve time management of prep staff while addressing prep needs for both the store side and restaurant side.

New Product training, pricing and merchandising. System Price changes to address new products and monthly sales items.

Increased inspection results from failing (69%) to high passing score of 98%; Increased mystery shop scores from 73% average to 93% average; reduced SOS from 7:15 minutes to 3:15 minutes.

Created new hire onboarding process and interview packets to improve new hire retention by 72%.

Direct Management of 2nd shift and overnight staff.

Inventory control, produce and truck ordering and stocking.

Store support for produce, fruit and ice to include preparation, display, delivery and pricing.

Meat count to determine variance (waste vs. on hand), and assist with ordering and invoicing.

Sales reduction and daily drawer deposit report analysis to provide accurate cashier coaching on drawer overages/shortages and inappropriate discount and refund application/documentation.

Responsible for new hire and current staff training and certification completions.

Shift Leader-Retail, Diesel and Gasoline Services-January 2018 to October 2018

Selected for Road to Success General Manager Program.

Cashier/Leadership roles including the following tasks: check cashing, cash advances, returns, refunds, drawer counts and pulls, Lottery and merchandise sales and back office nightly closing paperwork.

Inventory and budget control.

Truck ordering/invoicing and stocking: stocking and reordering for automotive/diesel truck supplies, electronics, gift ideas, clothing, food and beverages, and tobacco and alcohol.

Staff scheduling for 24-hour operation including gasoline, diesel and tire shop departments.

Assigning 8-hour tasks to ensure store cleanliness, stock and merchandise facing. Ensured 30-minute courtesy checks completed on restrooms, showers and store overall appearance.

System pricing changes and sales updates for all merchandise. Update of gasoline and diesel pricing daily as needed.

Citizens Property Insurance Corporation — Jacksonville, FL

May 2007 to December 2017

Positions Held: Business Process Improvement Analyst/Engineer, Underwriting Manager-Personal Lines, Commercial Lines and Accounting, Enterprise Quality Assurance Manager, Customer Care (Call Center) Manager

Accomplishments:

Developed short and long-range department action plans that ensure 100% collaboration with Organizational Strategic goals. Analyzed performance goals to validate improvement of new business production levels, reducing cycle times for policy issuance by 4 days.

Realigned Accounting and Personal Lines workflows, returning 2 FTE's into production, increasing our processed volume by 15%. Received employee of the quarter award for budget savings and improvement to department service level.

Redesigned the PFC process to increase proficiency by 80% and service level by 30 days. Total project savings was $180,000.00 in reduction of duplicate refunds. Awarded employee of the Quarter for financial, customer satisfaction and service level improvements of project.

Project Manager for 5 system migrations in UW, handled testing prior to rollout, procedure writing and release, and training design and facilitation. System Migrations: Imageright, Epas, and Guidewire: Policy Center, Billing Center and Claims Center.

Led the Business Analysis Unit during Guidewire system migration to design appropriate workflow automation for Commercial and Personal Lines UW.

Three Emergency Operation Center deployments filling all roles: greeter, check writer, desk assistant and Site Manager.

Designed a scoring review process which improved consistency within the Quality department by 13%. Redesigned the Calibration Process and training to ensure scoring variances were less than 2%.

Designed Evaluator’s guides and scoring Guideline’s for staff reference and scoring consistency. Incorporated external vendors into our Quality Program.

Created direct feedback reporting for the training department on new hire 30, 60 and 90-day results improving new hire production and accuracy scores by 7%.

Quality Champion for the TRC for 8 consecutive months, improving team quality scores by 18%.

Designed Nesting Program to manage new hire on the job training and address staff performance issues, reducing employee turnover by 12%. Received employee of the quarter for KPI improvements of new hire staff within the first 90 days

Managed the realignment of lead technicians in separate sites from floor support to an online help desk achieving a 95.5% satisfaction level from users. Received Employee of the Quarter for effectiveness of change and building morale and support of the project, increasing employee and customer satisfaction.

Managed the realignment and redesign of the Mailroom, Shipping, Distribution, Payment Processing and Scanning departments leading to an improvement in efficiency of 47% and accuracy of 48%.

Educational Community Credit Union — Jacksonville, FL — June 2000 to May 2007

Positions: Call Center/Quality Assurance and Lending Manager (Senior Loan Officer)

Branch Manager, Teller and Member Service (Lending Officer)

Regulatory Compliance Officer

Analyzed business processes and workflows improving Call Center, Branch and Lending efficiency by 23% and raising profitability by 18%.

Forecasted call volumes to increase response time by 3.5 minutes and improve service level by 14%.

Increased loan volume by 18%. Redesigned our credit card procedures, increasing card membership by 11,000 members.

Trained call center staff on cross selling techniques to increase membership and products under department (Call center branch). Exceeded loan goals and multi-product package sales for three consecutive years. Exceeded mortgage and credit card loan closings for 4 consecutive years.

Negotiated Vendor contracts, saving 385,000 a year on system upgrades, and purchases.

Created Commercial Lending line, increasing organizational profitability by $1.8 million in the first branch year.

Designed phone call quality assurance program, production/processing accuracy program and secret shopper for Branch Quality Review.

System Proficiency

Guidewire CentreVu Openscape Contact Center Enterprise Manager Rally (CA Agile Central)

Mini Tab IGrafx MS office (Access, Excel, Word, Publisher, Project, PowerPoint, Info Path Designer, Info Path Filler, One Note) Various Quality systems (Teknekron, Witness, Virtual Observer, NICE) Imageright PMSC AS400 Quest Exactimate Oracle Adobe Acrobat Pro FMAP RightNow LMS Send Suite Centerpoint Epas Cognos GPS Document eXplorer Property Insurance Clearinghouse Daptiv Pinnacle Citrix

Professional References:

Name Relationship Contact # Years Known

Natasha Bull Co-Worker 904-***-**** 5

Rose Mary Smith Co-Worker 904-***-**** 5

Sandy Beach Friend 904-***-**** 30

Isaiah Grimsley Employee 352-***-**** 2

Melanie Anderson Employee 352-***-**** 2

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