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.