1. SHERRY ANDREU
E-mail Address: sherry.andreu@yahoo.com
Work Telephone: 904.208.7185
Cell Phone: 386.628.1760
MANAGEMENT PROFESSIONAL
▪Call Center ▪ Quality Assurance ▪Underwriting ▪Project Management ▪Vendor Contract Negotiation
▪Business Operations Analysis and Design
High-level Overview
Experienced Operations Manager specializing in Organizational Analysis, Design and Improvement. Proficient at
analyzing business processes/workflows and procedures to design improvement plans that increase
product/customer growth, raise profitability, reduce loss and improve client satisfaction. I am skilled at developing
quality assurance programs for various business groups in varied industries. Designed business action plans to
reorganize/restructure various Business Operations exceeding Organizational timelines while finalizing project under
budget.
Competencies
▪Call Center Operations, TQM, WOW, ERP, CRM ▪ Omni form design ▪ IVR Administrator- ▪ Quality Management
and Program Design, SQL ASQ, Secret Shopper, Audit and Compliance ▪ Underwriting (Insurance, Secured and
unsecured lending and Mortgages), ▪ Forecasting/Scheduling, workflow assignment ▪ Project Management (Six
Sigma and Lean Sigma methodologies) ▪ Organizational Redesign and Operations Management ▪ Contract
Negotiation and Budget Control▪ Vendor Procurement, Management and Control ▪ Design web based resource
tools for procedure and process reference. ▪ System Migration Project Manager for: Clearinghouse, Epas,
Guidewire, Siemens, Openscape, IEX, Virtual Observer ▪ Guidewire (Policy Center, Billing Center and Claims
Center) ▪ System Administrator and report designer for CentreVu. Virtual Observer, Blue Pumpkin, Witness and
Teknekron Administrator.
Training
▪ Management I, II and Senior ▪ Supervisor Assessment with /6 months residency in WFM ▪ AINS ▪ Leadership
Advantage ▪ Frontline Leadership ▪ ERP ▪ Compliance and Audit 101 ▪ Underwriting School ▪ SAP ▪ ASQ and SQL
▪EOC ▪ Send Suite ▪ Multiple Process Improvement Systems, MS Office including Excel, PowerPoint and Publisher.
Six Sigma, Lean Sigma and Human Sigma.
Professional Experience
Citizens Property Insurance Corporation — Jacksonville, FL — May 2007 to Present
Personal Lines Underwriting Team Manager —May 2011 to Present
Develop short and long-range goals and department action plans that ensure 100% collaboration with
Organizational Strategic goals. Manage Underwriting staff to improve production, processing and Quality goals.
Designed Team Building Programs, Succession Planning and a Career Pathing Model.
Key Accomplishments:
 Address performance and developmental issues of staff, reducing unnecessary turnover by 5% utilizing
Will versus Skill technique.
 Realigned Accounting and Personal Lines workflows, returning 2 FTE's back to production, increasing our
processed volume by 15%.
 Trained staff on risk based underwriting theory, reducing our claims losses by 8.5%.
 Trained 5 teams of low performing staff back to meeting or exceeding KPI’s, reducing cost to replace staff
by $125,000.00 per year.
 Aligned procedures with comparable Florida Statute reducing 3% of unnecessary processing penalties and
21% of auditing errors.
 Investigative liaison for Claims, Audit, SIU/Agent Compliance and Fraud.
 Designed Team Building Programs, Succession Planning and a Career Pathing Model, improving
employee satisfaction by 5%.
 Redesigned the Premium Finance Center process to increase proficiency by 80% and service level by 30
days, eliminating duplicate refund check processing. ***Total savings for Organization $230,000.00.
 Chairperson for the Personal Lines Underwriting and Underwriting Support Quality Program redesign
Project that reduced auditing errors by 32%.

2.  Designed a production report to establish production goals from raw data collection in newly migrated
system to re-establish production goals.
 EOC trained site Manager. CAT Project Leader. Designed and tested mock CAT program for Underwriting,
support areas and procured vendors.
 Managed vendor underwriting performance, improving consistency in decision making skills by 42%.
Enterprise Quality Assurance Manager —February 2009 to May 2011 ***Manager for two Quality Teams in
the state of Florida
Managed, directed, trained and coached a team of Quality Auditing professionals to ensure organizational
compliance to customer contractual and regulatory requirements. Led the organization in all Root Cause Corrective
Action (RCCA) activities with business partners. Analyzed business unit’s processes, procedures, customer needs,
and existing monitoring and review programs for proposed program re-design. Procured new business partners
through collaboration to create the internal auditing process to achieve department and business objectives.
Ensured that quality and internal auditing strategy complies with business strategic goals and that business
standards and guidelines are at 100% adherence.
Key Accomplishments:
 Established attainable goals by analyzing data to utilize bell curve rational to set KPI’s.
 Results of change: 42% increase in production, 2% increase in quality, 33% REDUCTON in phone
hold time, and 11% increase in customer satisfaction.
 Procured vendor quality analysts to incorporate Individualized program for data storage, analysis and
reporting through access data base and virtual observer.
 Improved the Call Center Customer Satisfaction rating by 48%.
 Designed quality assurance dashboard for reporting and program detail access for business partners.
 Developed trending reports for use by Operations training to analysis training success ratios and identify
improvement opportunities.
 Developed Interactive Coaching for low performers, reducing corrective action plans by 13%.
 Designed a review the reviewer process, auditing 20% of QA Analyst’s written evaluations, improving
accuracy and consistency results by 6% and 26% respectfully. Reducing appeals by 28%.
Technical Resource Center Manager — 5/2007 to January 2009
Managed professional technical resource analysts. Developed Key performance indicators, action plans, evaluation
formats, coaching and training programs to ensure continued improvement of staff. Analyzed business processes
to establish action plans for improved customer resolution results. Re-designed the call flows and IVR call routing
system to improve Call Center service level by 15%. Use of Lean Sigma methodology to realign job functions with
appropriate paygrade, title, duties and responsibilities.
Key Accomplishments:
 Managed the Quality Champion Team for the TRC for 8 consecutive months, improving team quality
scores by 18%.
 Developed the Quality Scoring Review Process and Customer Authentication Guidelines, improving
accuracy in call handling by 17%.
 Created an On boarding program to address training needs of various levels within the department.
 Designed and Managed a Nesting Program to manage new hire on the job training and address staff
performance issues, reducing employee turnover by 12%, improving new hire performance at 90 days by
15% for quality and reducing handle times by 1:05 and hold times by 2:10.
 Designed Commercial Underwriting Manuals and training agenda for staff in the CCC. Facilitated the
training. Accuracy of trainees was 96.6% total quality for 1st year.
 Managed the realignment of lead technicians in separate sites from floor support to an online help desk
achieving a 95.5% satisfaction level from users.
Educational Community Credit Union — Jacksonville, FL — June 2000 to May 2007
Call Center Manager
Analyzed business processes and workflows improving efficiency by 23% and raising profitability by 18%. Forecasted
call volumes to increase response time and improve service levels. Developed department strategic goals, key
performance indicators and business strategy action plan. Managed budget of $5.3 million. Managed call center and
lending staff. Cross trained loan officers for mortgage underwriting. Worked with collections to reduce lending debt
ration by revising loan underwriting processes. Designed Career pathing module to set career growth and
development plans in action. Negotiated Vendor contracts, saving 385,000 a year on system upgrades, and
purchases.
Key Accomplishments:
 Received Manager of the Year award and Lamothe & Assocs. Highest Award of Excellence for 8
Consecutive Quarters of 95% or Higher Customer Satisfaction Rating by a Call Center.
 Designed Commercial Accounts and Lending Product line, to included secured and unsecured loans.

3.  Designed a Universal Quality Program based on Customer Satisfaction surveys, incorporating
business unit differences, achieving a 100% consistent level of service to members.
 Centre-Vu Supervisor Administrator designation. Developed custom data analysis of lending products,
new account procurement, collection status and call center new business and phone statistics.
 Analyzed and improved the structure of the call centers workflows to reduce budget costs by
$193,425.00 and increase efficiency by 77.72%.
 Organizational Redesign Project Chair. Developed the marketing strategy for brand re-design.
The Prudential-- Jacksonville, FL — April 1996 to May 2000
Quality Service Team Manager: Quality Manager for Three Quality Teams in Three different Call Center
Sites across the United States.
Managed performance of 54 quality analysts in 3 call center locations, driving consistency results in evaluation
processing and coaching techniques to reduce quality score rebuttals by 9% while increasing our sample size
reviewed by 2%. Trended customer satisfaction responses to design a Custom Quality Program improving customer
satisfaction levels by 32%.
Key Accomplishments:
 Designed audit procedures and customized quality programs for various business units focusing on error
trending and establishing department goal initiatives.
 Utilized accountability process to reduce top errors by 30% addressing error trends charged and reported
by liable parties (individuals, communications, leadership, training, or the department).
 Designed performance tracking system, analyzed results and established KPI’s. Tracked Quality
performance Metrics to provide statistical analysis of business unit performance.
 Designed and facilitated training and development to the staff, analysts, coaches, leadership and
management based on error trending results.
 Developed and Chaired the Communication Action Team, reducing the error ratio of released
documentation by 12%. Improved the timeliness and accuracy of released communications by 20%.
 Developed and Managed the Nest and Quality Care Units, increasing staff performance by 22%.
 Designed review the reviewer program improving the accuracy of quality analysts call reviews by 27%.
American Express- Jacksonville, FL — August 1988 to January 1996
Quality Service Team Manager
Optima Rewards Special Projects Facilitator/Supervisor
Team Lead, Customer Service, Line of credit and Save a Card.
Managed the following business operations: Training, Call Center, Line of credit Underwriting, Optima Rewards,
Quality monitoring and processing audit, and Organizational Development. Use of Lean Sigma methodology to
realign job functions with appropriate paygrade and title, reducing number of existing positions in the department by
10%. Analyzed department workflows and improved efficiency in driven results by 16%.
Key Accomplishments:
 Designed On boarding plan for all levels of employees. Managed all new hires during 90 day
probationary period.
 Developed employee training tracks, and classroom curriculum for each business unit.
 Designed employee hiring processes,interview techniques, performance evaluations,feedback and coaching,
corrective action plans and career development paths.
 Designed Corporate-wide Quality Assurance programs and training improving accuracy in each
department by 25-30%.
 Managed the reorganization of multiple department staffing models saving the organization
$285,648.00.
 Trained WFM staff on Centre-VU system for statistical analysis reporting improving results accuracy
and goal accountability by 62%.
 Designed additional tools to improve accuracy in business units (Help Desk and Nesting program).
 Awarded Lead, Supervisor, and Trainer of the year in 1989, 1991 and 1992-1994.
 Redesigned on line tools and resources improving staff information accuracy ratings by 42%.
 Redesigned the Optima Rewards workflows and procedures, improving efficiency by 55%.