Open to opportunities

Sheila Knight-Fields

@sheilaknightfields

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Highly experienced Customer Operations Leader

United States

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What I'm looking for

Seeking a challenging role that leverages my expertise in customer operations and experience to drive business growth and improve customer satisfaction.

As a seasoned Customer Operations Leader with over 20 years of expertise, I have a proven track record of driving exceptional customer experiences and leading cross-functional teams to enhance operational efficiencies. My skills in analysis, quality management, and software implementation have resulted in substantial cost reductions and productivity enhancements.

I am enthusiastic about utilizing cutting-edge technologies and creative approaches to raise service standards and cultivate a collaborative workplace culture. With a strong background in contact center leadership, software implementation, and talent development, I am well-equipped to drive business growth and improve customer satisfaction.

Throughout my career, I have demonstrated my ability to develop and implement strategic plans, optimize operational processes, and lead high-performing teams. I am a certified Customer Experience Professional (CCXP) and hold certifications in Six Sigma Green and Blue Belt, as well as Lean Management.

Experience

Work history, roles, and key accomplishments

Current

Head of Guest Experience

Current

Evolve

Feb 2021 - Apr 2024 (3 years 2 months)

Led the guest experience team at a vacation rental property management company, focusing on strategic planning and operational support. Achieved a 4.8 CSAT score and improved service cost efficiency by 39% through process optimization and enhanced customer engagement.

Customer Experience Team Leadership CSAT Process Optimization

Director, Customer Operations Support

Alto Pharmacy

Jan 2019 - Jan 2020 (1 year)

Oversaw operational support for a rapidly scaling contact center, enhancing project management and training. Increased performance management by 19% and onboarded nearly 200 new hires through comprehensive training programs.

Project Management Training Development Performance Management Workforce Management Quality Assurance

Director, Contact Centers and Customer Experience

City and County of Denver

Jan 2015 - Mar 2019 (4 years 2 months)

Managed customer experience and operational processes for contact centers, integrating Salesforce CRM and improving resolution times. Enhanced service strategies and analyzed metrics to boost agent productivity by 18%.

CRM Customer Experience Performance Analysis

Director, Account Management Support

ADT Security Services, LLC

Jun 2008 - Apr 2014 (5 years 10 months)

Directed billing and payments operations for residential and small business customers, optimizing resources and reducing headcount while maintaining service levels. Implemented a new billing system that streamlined processes across multiple sites.

Billing Operations Process Improvement Optimization Customer Care