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Sherrice Pittman Resume_2016_v3

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SHERRICE C. PITTMAN
2175 Hudson Terrace  Fort Lee, NJ 07024  (862)591-5006  SherricePittman@gmail.com
S U M M ARY
Results-oriented professional with more than a decade of experience enhancing the customer experience
through improving operations, stimulating new business, andstrategically securing accounts. Personable
and ambitious self-starter with an innate ability to revitalize operations, collaborating with cross-
functional teams anddivisions to drive strong andsustainable productivity gains towardfulfillment of
corporate goals. Demonstratedstrong analytical andproblem solving abilities. Experience leading projects
as well as contributing as a project team member. Expert in implementing sales andmarketing tactics
within a fast-pacedenvironment.
PROFESSIONAL EXPERIENCE
VERIZON COMMUNICATIONS — Livingston, NJ
Customer Experience Consultant, 2000 – 2016
Execute targetedcommunication strategies with a primary focus on customer satisfaction, lead
generation, andrevenue facilitation. Implement multi-channel marketing tactics to cultivate relationships
and elevate the company’s marketplace presence.
 Operate over six computer systems andapplications to initiate troubleshooting, establish, update,
and/or retrieve customer service data while simultaneously negotiating with customers and core
team members; resulting in an improved process efficiency andresolution time reduction of 15%
 Maintain over 100% first call resolution resulting in customer retention, cultivatedrelationships,
and new business acquisition
 Educate clients on the value they can generate from Verizon subscriptions through consultative
best practices andregular communication about product features in addition to providing regular
metrics reviews
 Drive adoption of product services, becoming a client partner in maximizing the benefits of their
investment
 Exceed sales objectives by 15% directly resulting in an overall revenue increase
 Evolve strategic relationships through innovative outreach strategies, developing andexecuting
sustainable multi-touch marketing campaigns resulting in new service opportunities
 Collaborate with cross-departmental teams to troubleshoot and resolve inquiries ensuring
validation preparation; retained6 out of every 10 customers from disconnecting services
 Exercise soundjudgment in issuing credits andmaking exceptions to customer policies achieving
an enhancedclient relationship
 Client relationshipmanagement and service agreement remediation for users within the Verizon
network comprisedof over one million clients
 Investigate billing rates andadjustments to provide budgetary recommendations, resulting client
service cost reduction by at least 10%
 Leadquarterly sales process andfirst call resolution new hire on-boarding training sessions (onsite
and webinars) for an average of 100+ employees annually resulting in an increased operational
effectiveness; provide ongoing coaching to new team members
FEDERAL EXPRESS — Mahwah, NJ
Administrative Director, 1998 – 1999
Support a 35 person account team in correspondence, scheduling, yearly training quotas andgeneral
daily assistance as well as company audit preparations andweekly shipment tracking of up to 600+
allocations. Processing, planning andtracking of several on-site programs and incentives Responsible for
daily tracking andreporting of operational metrics to senior facility management andon-site customer.
Process all documentation relatedto monthly facility progress. Provide high-level clerical support by
conducting research, preparing statistical reports, conducting information requests, andperforming
clerical functions.
SH E RRI C E PI TTMA N Page 2
SUMMIT BANK — Hackensack, NJ
Head Teller, 1993 – 1998
Manageda staff of 6 while successive at core responsibilities of exceeding all sales, customer service and
operational statedgoals. Consistently leadregion on growth andretention utilizing a proactive approach to
client service andreinvestment above standards. Execute daily branch operations, sales leadership, and
coaching.
 Maintain strong product knowledge to educate customers on additional products and services
 Managed over one million dollars a day in coin andcash vault deposits
 Responsible for supervising all aspects of the teller line including scheduling, branch settlements,
processing of all corrections andlarge item returns
 Monitor all teller activities to insure achieving office profitability goals
 Accountable for audit and controls ensuring prompt, efficient, andaccurate transactions
 Achieve team goals at 150% of targets: Account retention, DemandDeposit Accounts, Consumer
Loans, Business Loans, andBusiness checking
 Oversee branch goals through training employees on daily activities such as personal mailings,
cross selling, building customer rapport, andbuilding a customer referral base
 Motivate andcoach tellers to work as part of the sales team to achieve andexceedgoals
 Conduct monthly one-on-one meetings with staff andhold5 minute meetings daily
 Provide a friendly and professional customer experience while identifying customer needs and
cross-selling opportunities to meet referral goals
EDUCATION
THOMAS EDISON STATE UNIVERSITY — Trenton, NJ
Earned 36 credits towards a Bachelor of Arts in Business Administration – 2005
WESTWOOD HIGH SCHOOL — Westwood, NJ
Diploma Attained – 1990
QUALIFICATION SKILLS
 Strategic Collaboration
 Organizational Agility
 Business Development
 Communication Strategy
 Multi-Channel Marketing Client Relationship Management
 Avaya software customer management systems
 Project Management
 Microsoft Office Proficient (Excel, PowerPoint, Outlook)
 Process Implementation
PROFESSIONAL AFFILIATIONS
CITE — Livingston, NJ
2014 - Present
The Consortium of Information andTelecommunications Executives (CITE) is an organization that serves to
advance professional development and community-based initiatives.

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Sherrice Pittman Resume_2016_v3

  • 1. SHERRICE C. PITTMAN 2175 Hudson Terrace  Fort Lee, NJ 07024  (862)591-5006  SherricePittman@gmail.com S U M M ARY Results-oriented professional with more than a decade of experience enhancing the customer experience through improving operations, stimulating new business, andstrategically securing accounts. Personable and ambitious self-starter with an innate ability to revitalize operations, collaborating with cross- functional teams anddivisions to drive strong andsustainable productivity gains towardfulfillment of corporate goals. Demonstratedstrong analytical andproblem solving abilities. Experience leading projects as well as contributing as a project team member. Expert in implementing sales andmarketing tactics within a fast-pacedenvironment. PROFESSIONAL EXPERIENCE VERIZON COMMUNICATIONS — Livingston, NJ Customer Experience Consultant, 2000 – 2016 Execute targetedcommunication strategies with a primary focus on customer satisfaction, lead generation, andrevenue facilitation. Implement multi-channel marketing tactics to cultivate relationships and elevate the company’s marketplace presence.  Operate over six computer systems andapplications to initiate troubleshooting, establish, update, and/or retrieve customer service data while simultaneously negotiating with customers and core team members; resulting in an improved process efficiency andresolution time reduction of 15%  Maintain over 100% first call resolution resulting in customer retention, cultivatedrelationships, and new business acquisition  Educate clients on the value they can generate from Verizon subscriptions through consultative best practices andregular communication about product features in addition to providing regular metrics reviews  Drive adoption of product services, becoming a client partner in maximizing the benefits of their investment  Exceed sales objectives by 15% directly resulting in an overall revenue increase  Evolve strategic relationships through innovative outreach strategies, developing andexecuting sustainable multi-touch marketing campaigns resulting in new service opportunities  Collaborate with cross-departmental teams to troubleshoot and resolve inquiries ensuring validation preparation; retained6 out of every 10 customers from disconnecting services  Exercise soundjudgment in issuing credits andmaking exceptions to customer policies achieving an enhancedclient relationship  Client relationshipmanagement and service agreement remediation for users within the Verizon network comprisedof over one million clients  Investigate billing rates andadjustments to provide budgetary recommendations, resulting client service cost reduction by at least 10%  Leadquarterly sales process andfirst call resolution new hire on-boarding training sessions (onsite and webinars) for an average of 100+ employees annually resulting in an increased operational effectiveness; provide ongoing coaching to new team members FEDERAL EXPRESS — Mahwah, NJ Administrative Director, 1998 – 1999 Support a 35 person account team in correspondence, scheduling, yearly training quotas andgeneral daily assistance as well as company audit preparations andweekly shipment tracking of up to 600+ allocations. Processing, planning andtracking of several on-site programs and incentives Responsible for daily tracking andreporting of operational metrics to senior facility management andon-site customer. Process all documentation relatedto monthly facility progress. Provide high-level clerical support by conducting research, preparing statistical reports, conducting information requests, andperforming clerical functions.
  • 2. SH E RRI C E PI TTMA N Page 2 SUMMIT BANK — Hackensack, NJ Head Teller, 1993 – 1998 Manageda staff of 6 while successive at core responsibilities of exceeding all sales, customer service and operational statedgoals. Consistently leadregion on growth andretention utilizing a proactive approach to client service andreinvestment above standards. Execute daily branch operations, sales leadership, and coaching.  Maintain strong product knowledge to educate customers on additional products and services  Managed over one million dollars a day in coin andcash vault deposits  Responsible for supervising all aspects of the teller line including scheduling, branch settlements, processing of all corrections andlarge item returns  Monitor all teller activities to insure achieving office profitability goals  Accountable for audit and controls ensuring prompt, efficient, andaccurate transactions  Achieve team goals at 150% of targets: Account retention, DemandDeposit Accounts, Consumer Loans, Business Loans, andBusiness checking  Oversee branch goals through training employees on daily activities such as personal mailings, cross selling, building customer rapport, andbuilding a customer referral base  Motivate andcoach tellers to work as part of the sales team to achieve andexceedgoals  Conduct monthly one-on-one meetings with staff andhold5 minute meetings daily  Provide a friendly and professional customer experience while identifying customer needs and cross-selling opportunities to meet referral goals EDUCATION THOMAS EDISON STATE UNIVERSITY — Trenton, NJ Earned 36 credits towards a Bachelor of Arts in Business Administration – 2005 WESTWOOD HIGH SCHOOL — Westwood, NJ Diploma Attained – 1990 QUALIFICATION SKILLS  Strategic Collaboration  Organizational Agility  Business Development  Communication Strategy  Multi-Channel Marketing Client Relationship Management  Avaya software customer management systems  Project Management  Microsoft Office Proficient (Excel, PowerPoint, Outlook)  Process Implementation PROFESSIONAL AFFILIATIONS CITE — Livingston, NJ 2014 - Present The Consortium of Information andTelecommunications Executives (CITE) is an organization that serves to advance professional development and community-based initiatives.