Manager, Customer Service, Corporate training, Talent Experience

SHERRI JOLLY

ARNOLD, MD ***** 410-***-**** adll36@r.postjobfree.com

PROFESSIONAL SUMMARY

Energetic, engaging and effective professional with over 15 years of management, customer services and human resources experience. Highly dedicated to productive team leadership and customer satisfaction. Genuine employee with a work smarter, not harder ethic. Proficient in team building, training, client relations, problem solving, health management, benefits, and business development.

SKILLS

Flexible & Adaptable

Excellent Customer Service

Verbal, written, & interpersonal communication

Coaching & Management

Training & Development

Collaborative & Respectful

Microsoft Office

Inclusion and Collaboration

WORK HISTORY

FEBRUARY 2019-JANUARY 2021

Manager of Talent Experience The Arc of Central Chesapeake Region Severn, MD

Managed and coached all incoming and current employees

Collaborated to enhance the employee experience & retention strategy

Encouraged integration, diversity, and cultivating a healthy culture

Connected internal/external communications for work relationships

Performed and guided onboarding and orientations for all new hires

Developed, procured, and prepared all training materials

Supported benefits administration and announced wellness initiatives

Strong ability to connect and influence others

Led CPR/AED & First Aid courses on a regular basis

Currently a certified National Safety Council trainer

Acquisition Specialist 2019-2020

Handled calls/emails & Point of Contact when Director unavailable

Aided all recruiting efforts and processed in HRIS

Performed all interviews and screenings

Attended, organized, performed hiring fairs, vaccine clinics (virtual and live)

Used problem solving skill and exercised good judgment in sensitive situations everyday

APRIL 2018-JANUARY 2019

Training & Compliance Supervisor Cintas Jessup, MD

Performed exceptional customer service to ensure repeat business

Supervised and assisted 4 DMV area & PA trainers

Organized, scheduled courses, invoiced, collected payments from clients, upsold additional trainings, services, & all products

Procured, prepared, set up, and tracked metrix of all training materials

Certified American Heart Association trainer CPR/AED, First Aid, & BBP

OCTOBER 2015-MAY 2018

Training and Development Coordinator MetaCoastal LLC Glen Burnie, MD

Evaluated training programs to enhance effectiveness

Edited all training materials for accuracy

Ensured company policies and overall compliance

Coordinated ongoing technical and personal development training

Delivered specific, targeted trainings to drive consistency

Compiled training handbook and all related course materials

Supported leadership to staff during orientations and transitions

Administered small groups and one-on-one training to improve skills, grammar, professional writing/speaking, enforce branding requirements, active listening, customer service, and sales

*Please note* The owner of Travel Advantage Network also owns MetaCoastal. I worked for both of his companies, which are intertwined.

MAY 2010-OCTOBER 2015

Client Service Manager Travel Advantage Network Glen Burnie, MD

Team Management

Strong leader for customer support teams which included cross-training

Lead and encouraged on & off-site teams across multiple time zones

Monitored and provided metrix for daily activities from customer support

Interviewed, hired, and trained customer services representatives

Clearly defined expectations to teams, upper management & vendors

Client Experience Success and Customer Retention

Resident expert in addressing escalated complaints

Applied an empathetic manner and professionalism for on call services to support client needs 24/7

Ensured professional relationships with vendors in Caribbean and USA

EDUCATION

MAY 2001

Bachelor of Science: Dance with a Minor in Small Business

Radford University, Radford, VA

~REFERENCES UPON REQUEST~

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