Senior Customer Experience and Service Analytics Associate
Sherry Hennington is a senior Call Center and Customer Experience professional with 20 years of experience in the public and private transportation and technology sectors. Her focal areas include customer engagement and quantitative analytics, call center operations management, performance measures, customer rating systems, social media marketing, communications, customer service software and technology applications, compliance with the Americans with Disabilities Act (ADA) and other federal regulations for accessible communications and service, including language transportation, TTY, Interactive Voice Recognition, ADA accessible compliance and incident management and response communications.
Ability to establish key performance indicators and implement process automation and reorganization of departmental functions to increase customer satisfaction to improve the bottom line. Demonstrated ability to build and lead highly efficient maintaining strong partnerships with elected officials, Board Members, community groups, stake holders, and advocates. Sherry’s experience includes Senior Manager, Customer Service Access Services, which is the largest designated agency in Los Angeles County for coordinating and providing complementary paratransit services under the ADA on behalf of 44 member municipalities and public transit agencies. Access Services has been providing ADA Paratransit service in Los Angeles County since 1994 and encompass six service areas, over 600 dedicated vehicles, in excess of 1,000 certified taxis, and over 159,000 eligible riders. Service contractors provide an average of 11,000 trips a weekday (almost 4 million trips/year). She managed all customer operations and Customer Relationship Management (CRM) Systems, call center, complaints, commendations, resolutions, and fare payment systems.
For six years she served as Manager, Customer Experience, for Metrolink in Los Angeles, CA. She directed customer relations programs: customer service operations, communications, ADA compliance, community outreach, and provided oversight and managed the Access’ call center service contractor to ensure compliance with contract requirements. She has also served as Field Operations Manager for Metrolink and Customer Experience Supervisor where she managed fare revenue, billing, collections and customer service functions at Los Angeles Union Station with over $100,000 daily ticket sales, 20+ staff and a $2.8 million budget. She developed automated balancing system which decreased manual errors; shortages & overages. Developed standard operating procedures resulted in improved customer delivery and decreased complaints.
Sherry has a Bachelor of Science Degree in Human Services from the University of Phoenix.