WaDeeah Sherrill, MBA

Experience

• 

  Allstate

  Jan 2009 - Jan 2010

  Resolution Support Specialist

  Responsible for delivering a first call resolution with existing and new customers. Having the ability to resolve issues in a timely fashion by providing excellent customer service to both employees and customers. Providing feedback to frontline represenatives on how to resolve an issue or concern to customers

• 

  Allstate

  Mar 2010 - Mar 2011

  Process Mastery Associate

  Responsible for training current employees on new processes and initiatives. Partnering with various departments such as Education and the SCORE team to ensure processes were updated and consistent throughout organizations. Responsible for bringing awareness to the Charlotte location through huddles, training classes and weekly meetings for Frontline Leaders and Frontline representatives frequently.

• 

  Allstate

  Jul 2014 - now

  • Understand partner area business strategies, goals, products and roadmaps• Facilitate new work requests with stakeholders, framing opportunities to effectively prioritize and clearly define the UX engagement• Identify optimal staffing capacity, and operating models to facilitate healthy collaboration, quality design delivery and workflow efficiency. Includes establishing team rituals, setting meeting cadence, coordinating agendas and action items• Manage relationships with internal business and technology partners• Track and report on delivery performance and resource capacity Show less Drives strategic solutions to meet economic business goals established at a portfolio level using Agile Methodologies and various technology solutions such as Robotic Process Automations (RPA) with Human in the Loop (HitL) and Robotic Desktop Automations (RDA)Effective liaison between business and technology to ensure voice of the customer is being heard clearly and conciselyOwns priority of work at an epic to feature and story level for planning for each 12-week increment ensuring timelines are metKey influencer in maintaining backlog by refining and contributing to the visionBuild and maintain lasting relationships by collaborating with business leadersand stakeholders in various organizations within the Enterprise to identify opportunities for automation that will generate capacity and streamline processesManage and leads Business Analysts to ensure roles and responsibilities arebeing adhered to and reachable goals are being metLeads and assist in thorough discussions on contractual agreements based forcapacity and delivery commitments with external teams within the companyCollaborate with cross-functional teams domestic and international (Northern Ireland and India) to identify impediments to implement improvement that will increase velocity and quality of the programEffectively communicate risks and dependencies to business areas in a timely manner to create transparency and progress of work through advisement of mitigating or ownershipClearly understands and follows product development lifecycle Show less Identify, create, review or otherwise contribute to functional process optimization by understanding business needsCommunicate and oversee initiatives to improve customer satisfactionConduct research, measurement and apply critical thinking to contribute to development of requirementsContribute to internal development and implementation of area of responsibility best practicesEffectively communicate and influence valuable recommendations to businessstakeholdersConcisely design current and future state processes in resource tool to visual end-to-end processBuild long lasting relationships with internal clients in various areas such as legal, compliance, product owners, senior leadership, etc.Maintain intake requests of prioritize business needs with greatest potential andvalue Show less Lead analyst for analyze, design and report of key performance indicators and metrics to Customer Insights Lab and Self Service partnersMonitor and communicate various metrics for the operations and workflow in a manner that promotes optimal customer and employee satisfaction and meets business objectivesConduct working sessions of researching business channels for the organization and competitors to provide recommendations for improvementConsistently adapted to change in test and learn environment while analyzing multiple components for data maintenancePartner and build vendor relationships to assist with goal setting and strategiccommunications Show less Management of voice/desktop recording and speech analytic systems (Behavioral Analytics and Verint)Management of TDY employees and responsible for scheduled checkpoints with focus on both measurable adherence to rotational assignments and leadership principles throughout rotationManagement of Verint implementation and migration of Speech Analytics, Desktop and Process Analytics and Quality MonitoringMarketing and promotion of Verint and vendor products to perform duties to oversee business insightsPerform and convey statistical data, procedures and program definitions for department functions while being a liaison between users and system utilizationPartner and build relationships with leadership teams that empowers employees to create a positive and engaging work environment by providing results from call studies/analysis Show less

  • Sr. Design Program Manager

    Nov 2021 - now

  • Product Owner

    Sept 2019 - Nov 2021

  • Process Re-Engineering Consultant

    Jan 2018 - Sept 2019

  • Measurement & Reporting Analyst

    Jan 2017 - Jan 2018

  • Business Process Consultant

    Aug 2011 - Jan 2017

  • Allstate Independent Ambassador -

    Jul 2014 - Oct 2014