Sharon Wiltshire

Hurst TX 76053

sharonwiltshire@sbcglobal.net



SUMMARY



Extensive experience in dynamic environments developing/implementing training/processes. Managed Fortune 500 customer base. Played a key role in the implementation of new corporate wide Sales Support role to increase sales/profitability. Continuously added value to organizations by effectively managing operations delivering superior customer service, driving and increasing revenue. Directly responsible for sales team with multi-million dollar quota, which was exceeded.



KEY COMPETENCIES





Process Re-engineering

Project Management

Quality Assurance

Six Sigma



Training/Development

Staff Management

Customer Service Skills

Process Development





EXPERIENCE



Knight Security Systems, LLC, Dallas TX

SERVICE COORDINATOR 2006 – 2007 An alarm sales and installation company

• Write policies and procedures for service and operations

• Run day to day operations of service department, scheduling

• Provide Daily hands on support to customer technical service needs





ENHANCESCAPE, LLC, Grand Prairie, TX

CALL CENTER MANAGER, CUSTOMER SERVICE 2006 - 2006

A start up company that provides landscape leads to local contractors for a national home improvement company



• Write policies and procedures for customer service and operations

• Run day to day operations of center, including scheduling and HR issues

• Provide Daily hands on support to call center staff

• Monitor, track and enforce departmental policies, procedures and goals

• Assess and develop training













Sharon Wiltshire Page 2

682-225-1527





SIEMENS, Dallas, TX 1999 - 2005

MANAGER, QUALITY ASSURANCE from 2002 to 2005

Building Technologies Company that provides corporate customers’ with fire/burglar and building automation systems



• Designed and developed intranet to support the alarm monitoring call center and document control

• Implemented Quality Control program to ensure call center employees are effective

• Developed statistical measurements to alarm activity

• Ensured all departments staffed properly, reducing overtime hours

• Implemented several Six Sigma projects to the control phase: Problem account identification, signal reduction, data reconstruction

• Ensured that company is licensed in all jurisdictions required by state and local laws

• Performed monthly one on one development/yearly evaluations for staff

• Performed quality audits to ensure that UL standards being met

• Successfully supported 24 by 7 call center operations in Dallas and Washington, DC, along with Data entry dept, Admin staff and It group

• Developed quality standards and training standards to ensure excellent customer service

• Recruited and trained new employees

• Responsible for scheduling and adherence to call center measurements for over 60 employees

• Handled executive complaints from legal entities/customers





INSIDE SALES SUPPORT MANAGER from 1999 to 2002

Manufacturer of telephone switching equipment



• Served as team leader for sales group, with 17 direct reports including admin staff

• Established process for day-to-day operations, enabling the team to concentrate on sales

• Increased sales over 40% in less than 1 year

• Directly responsible for development and field testing company wide Inside Sales Support role

• Improved customer satisfaction rating from 60% to more than 95%

• Served as an ambassador for international customer relations





KELLY SERVICES, Florida, Texas, Washington 1997 – 1999

EXECUTIVE ADMINISTRATIVE ASSISTANT



Technology



General knowledge in SBN Software, SiPass and DSX applications (Alarm monitoring software).

NICE (Call Monitoring Software) Proficiency in Word, Excel, PowerPoint, Project, Windows, FrontPage, HTML and Visio applications. Knowledge in SAP and AS400.



Training



Inbound Call Management Institute (ICMI) Seminars in Call Center training. Extensive training on 7 Habits of highly effective managers and Power Messaging. Six Sigma Green Belt trained. Trained on Fair Labor Standards Act and a participant in the Siemens Supervisor University.