CUSTOMER SERVICE/CALL CENTER MANAGER
Dallas, TX • 08/21/2007
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.
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.
Posted by: OhSoHandy User
Located: Dallas, TX
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