Tamara Sherrod

Background

About Tamara Sherrod

Experienced manager with 15 plus years in Customer Service, Billing, and Collections. Critical thinker experienced in process development and improvement efforts. Proven ability to lead cross-functional initiatives to deliver results. Strengths in management of aggressive timelines, building relationships and negotiating. Strong ability to develop, coach, lead individuals and teams in dynamic environments. Selected Achievements include: •Key player in helping to drive Customer Service to five consecutive JD Power wins in customer satisfaction •Creation of CPNI security process, training, and customer handling procedures •Managed a team of 6 consultants to conduct a CRT benchmark study to provide recommendations to reduce CRT/AHT (45 sec) and provide a savings of 613 FTEs •Managed/led an adjustment improvement project, reducing credits from 4% to revenue to 1.83% in 5 months, saving $80 million annually •Developed customer service ticketing system allowing the CSR's to submit system enhancement and process gaps received over 15k tickets a month resulting in a 10% of process improvements Specialties: Customer and Employee Focused Customer Experience Proven Manager Results-Driven, Detail orientated Process Development and Redesign