Manager
Resume:
SHERRY J THOMAS
Jacksonville, AR 72076
************@*****.***
OBJECTIVE
Position with the largest technology company where my solid background in customer service, communications, and ability to positively influence team spirit and company metrics can be used to improve operational performances.
QUALIFICATION SUMMARY
Nine years’ progressive leadership of major business projects
Exceptional team management in critical collaborative contexts.
Robust record of success in achieving complex objectives and timelines.
Dynamic, articulate, analytical, and results-oriented; I love a good challenge.
PROFESSIONAL EXPERIENCE
October 2008 to present
Manager
ABC FINANCIAL SERVICES
Sherwood, AR
Responsible for a team of up to 40-50 motivated individuals comprised of data entry representatives, team leads, and supervisors. Ensured that team continually and effectively met mail processing and entry goals. Provided reports to the CEO, COO, and Office of the President regarding budgeting, staffing and manpower, and customer-relations issues. Created training materials for new hires and provided feedback by progress reports and individual coaching.
Notable Accomplishments:
Selected by CEO to provide an incentive plan for Data Entry Team
Launched employee incentive program
Reduced turnover and absenteeism by 90%
Led entry team to dramatically improve operating efficiencies by 30%
Reduced staffing by over 25% within first 8 months while supporting increased business requirements
April 2006 to October 2008
Supervisor
ABC FINANCIAL SERVICES
Sherwood, AR
Measured and monitor production and quality of call handling for 18-25 success driven employees.
Provided staff training, guidance and work direction to build a customer service-focused, high performing work team. Handled tactfully and effectively sensitive customer relation situations and defuse situations that are highly emotional and volatile. Quickly, efficiently and calmly handled a high volume of customer interactions on a wide range of issues by telephone and in person. Responsible for understanding, interpreting, and explaining complex contractual agreements.
Notable Accomplishments:
Recipient of the Schaller Award for hard work and dedication to ABC Financial
Held daily and weekly meeting to track and troubleshoot progress, frequently creating
Training achieved: Certified on How to Handle Irate Customers, Supervisor Training, successfully building a rapport
May 2003 to April 2006
Gatekeeper
PERFECT 10 SATELLITE DISTRIBUTING
North Little Rock, AR
Experienced in taking customer data that resides in flat file and migrating the information to a relational database environment. Created and maintained business process workflow per Standard Operating Procedures. Executed quick problem solving techniques with potentially hostile customers and provided payment arrangements. Analyzed reports to determine proposed credit limit loans. Worked with third party vendors and affiliates to help facilitate stakeholder and business decisions.
Notable Accomplishments:
Recipient of the Employee of Month for May 2004 and January 2006
Participated in the successful integration of new SOP Axapta
Uploaded over 1000 more customers in 2006 due to new innovated changes in procedures
March 2002-May 2003
Auditor
PERFECT 10 SATELLITE DISTRIBUTING
North Little Rock, AR
Created Credit Memos/ Invoices. Analyzed reports to prevent delinquencies with major stakeholder accounts. Reconciled collection backlog accounts of more than $300,000. Assisted with achieving corporate cash goals. Daily activities included: collecting targeted A/R balances, working with clients, operations, and outside counsel, producing accounting and management reports, interacting with external audit, and preparing General Ledger account reconciliations to assure accurate financial reporting.
October 1998 - January 2002
Quality Control/Safety Inspector
WIRE INDUSTRIES
Dumas, AR
Supervised over 25 employees. Conducted safety and environmental training. Coordinated compliance with vehicle and mobile equipment safety laws. Conducted highly complex testing of imported and exported products for OSHA and ISO compliance. Maintained MSDA records. Familiar with the construction of bill of lading and purchase orders.
AWARDS/SEMINARS
Employee of Month (March 2003) Certified Internal Auditor
Director of Year 1996 and 1997
Dean’s List 6 Semesters
Chancellor’s List
CPR Certified 2009
EDUCATION
UNIVERSITY OF ARKANSAS-FAYETTEVILLE
Little Rock Air Force Base, AR
May 2008
Masters of Science; Operations Management, certified in Business Management with an emphasis in Human Resource Management
UNIVERSITY OF ARKANSAS-MONTICELLO
Monticello, AR
May 1997
Bachelors of Science; Political Science with a minor in Business
PROFESSIONAL SKILLS
Highly proficient with CRM software applications
Microsoft Office products: Excel, PowerPoint, Word, Visio
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