Marshall Sher

About Marshall Sher

I pride myself as being a strong people-leader with experience in an agile environment, who excels in identifying business opportunities and developing people. I have repeatedly delivered exceptional results by thinking strategically, while leading tactical execution in the Supply Chain industry.

Experience

1. Customer Care Process Director

   UPS

   Sep 2022 — Present · Atlanta, GA, US

   Analyze existing processes and identify opportunities to modernize legacy technology while shifting historically P&L focused area to a customer-focused approach. Leading the execution and change management with projected results of reducing costs to the company and improved customer satisfaction metrics- Led efforts to improve UPS.com to become more customer friendly, which has resulted in a 15% increase in customer usage of self-service options and a reduction in costly inbound calls- Developed streamlined claim resolution process that incorporates technology and empowers customer service agents to approve or deny reimbursement resulting in up to $35M of annual cost avoidance- Developed and executed long-term strategic roadmap while executing short-term tactical plans to achieve overall department goals that contribute to the company bottom-line

Education

• University of Pittsburgh

  Bachelor of Science in Business Adminstration, Marketing

  2008 — 2012

• University of Pittsburgh Joseph M. Katz Graduate School of Business

  Master of Business Administration (MBA), Marketing Concentration with Certificates in Global Supply Chain Management & Project Management

  2012 — 2014

Skills

• Microsoft Office
• Social Media
• Event Planning
• Teamwork
• Microsoft Powerpoint
• Microsoft Excel
• Powerpoint
• Public Speaking
• Market Research
• Editing
• Negotiation
• Customer Service
• Time Management
• Leadership
• Microsoft Word
• Data Analysis
• Public Relations
• Social Networking
• Social Media Marketing