Sherry Andreu

Developed short and long-range department action plans that ensured 100% collaboration with Organizational Strategic goals. Reviewed workflows and conducted time studies to validate and establish performance goals. Managed Underwriting staff to improve production, processing and Quality goals by 15-20%. Named the Audit liaison by the Underwriting Director. Assigned the task of completing comparative reviews of workflow processes with Florida statute and OIR regulations to reduce the external audit errors by 21%. Addressed performance and developmental issues of staff, reducing unnecessary turnover by 5% utilizing Will versus Skill technique. Created succession planning to reduce training costs by $123,850.00 quarterly and eliminated delays in replenishing key roles within the organization.

Re-designed the Quality Program for multiple business units, ensuring a variance of less than 3% from prior program scoring, individualizing the program to each department and centralizing around the same customer experience. Each program improved staff efficiency by 7% and accuracy by 9%. Analyzed business unit performance measurements, goals, call reporting tools, and then after a comparison with department workflows, the improved quality program and current documented procedures, found the current goals to be unattainable.

Analyzed business processes and workflows improving 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%. Designed a quality evaluation program to achieve award winning customer satisfaction goals of 95% or higher for a record 6 consecutive quarters. Increased loan volume by 18%. Redesigned our credit card procedures, increasing card membership by 11,000 members. Controlled budget costs, finalizing yearly at 4% under budget. Created Career pathing module utilized throughout the organization, improving employee satisfaction by 28%. Negotiated Vendor contracts, saving 385,000 a year on system upgrades, and purchases.

Trended customer satisfaction responses to create a Quality Program that improved Satisfaction Levels by 32%. Created performance tracking system to establish key performance goals that enhanced accuracy in call handling by 46%. Managed performance of 54 quality analysts in 3 call center locations promoting consistency in performance reducing evaluation disputes by 9%, and increasing our sample size reviewed by 2%.

Accomplishments:

Managed the quality program, consistency meetings and all communications and training for the quality department.

Provided training and development to the staff, leadership and management based on error trending results to improve department from a low "meets" average of 71% to meeting goal at 94.5%.

Developed and Chaired the Communication Action Team, reducing the error ratio of released documentation by 12%. Improved the format, timeliness and accuracy of released communications by 20%.

Proposed and facilitated the development and management of the Nest and Quality Care Units, increasing staff performance by 22%.

Created trending reports to reduce top errors by 30% and address opportunities for improvement needed from liable parties (individuals, communications team, leadership, training, or the department).

Designed review the reviewer program improving the accuracy of quality analysts call reviews by 27%.