Sharon Royston
Atlanta,GA
Summary
Achieved increased customer satisfaction and loyalty by implementing targeted customer success programs. Drove improvements in customer retention and reduced churn through data analysis and feedback integration. Cultivated strong client relationships to promote mutual success and growth for customers and the organization.
Overview
15
15
years of professional experience
Work History
Director of Community Affairs
City of Atlanta, Keep Atlanta Beautiful Commission
05.2024 - Current
- Achieved compliance with regulations in public works projects through effective management. Delivered strategic long-term planning initiatives that improved community infrastructure. Maximized efficiency in resource allocation by managing departmental budgets effectively. Enhanced service delivery by collaborating with stakeholders to address community needs. Drove successful project execution by leading cross-functional teams and cultivating a culture of accountability.
Director of Program Operations, Consulting
Pathbuilders
05.2023 - 10.2023
- Empowered decision-making processes effectively encapsulate and communicate program management progress to C-suite executives. Oversaw interviewing process for securing leads from Sales, scheduling interviews for course participants, and facilitating completion of enrollment process.
- Evaluated all Standard Operating Procedures, pinpointed gaps, and spearheaded comprehensive updates to ensure alignment with current processes.
- Optimized workflow efficiency by significant 30%, leveraging performance data analysis to drive heightened productivity.
- Slashed client communication emails by 30% within 45-day period by dissecting communication data and optimizing operational processes.
- Boosted 20% surge in interviewing completion rates within first 30 days of tenure through strategic conceptualization and execution of continuous improvement initiatives by playing pivotal role in guiding organization to achieve historic deadline for the first time.
Delivery Squad Leader, Consulting Services
IBM
01.2021 - 05.2023
- Employed decisive leadership to optimize financial functions through strategic implementation of ERP software. Spearheaded daily operations by instituting and enforcing standard operating procedures, aligned with client and organizational business requirements.
- Orchestrated management of cross-organizational quote to cash portfolio at PepsiCo, overseeing annual value surpassing $1B.
- Conducted evaluation of performance of six Contract Managers, two Finance Administrative Business Analysts, and 18 Process Delivery Specialists within a hybrid environment, fostering culture of accountability by using HRIS.
- Accelerated achievement of service level agreements’ metric goals within remarkable three-month tenure by instigating and executing continuous service improvements, resulting in 15% reduction in backlog time.
- Achieved SLA and KPI targets within 90-day timeframe, resulting in substantial cost savings for IBM by preventing $500K in Service Level Agreement penalties and presented monthly operational status updates to client C-Suite.
- Initiated job requisitions, sourced, and onboarded subcontractor talent through vendor collaboration, ensuring adherence to departmental budget constraints.
- Collaborated with client C-suite to discern business needs, adapting team strategies to align with and meet specified targets.
Global SaaS Project Office Leader
IBM
12.2018 - 01.2021
- Expedited revenue realization from services by offering backlog support for effectively speeding up issue resolution and elevating end-to-end client experience.
- Enhanced operational efficiency by 30% through orchestrating SAP training for 40+ brand stakeholders and 15 global IBM sales teams, catalyzing continuous improvement initiatives.
- Accelerated turnaround time by 15% by adopting customer-centric approach to contract management for 20+ new SaaS brands, surpassing projected growth target within a span of six months.
- Amplified client retention by 15% through implementation of targeted training for 15 global sales teams on effective strategies for handling contract renewals, particularly in a remote work environment.
- Partnered with SaaS Product Managers to assimilate insights on new features and improvements, revising Desk Level Procedures and delivering continuous quote to cash training for global SaaS Project Office Analysts.
- Orchestrated seamless global process migration of twenty IBM SaaS brands post software acquisitions for assuring SOX compliance and successful alignment with IBM's global order-to-cash strategy.
Connections Cloud Business Operations Lead
IBM
08.2010 - 12.2018
- Managed two corporate audits with a specialized focus on financial controls and regulatory compliance, upholding organizational integrity and ensuring strict adherence to SOX requirements. Headed high volume of daily client inquiries with attention to detail, addressing various facets of Order Management Process, including new orders, contract management, and on-demand billing.
- Recognized potential issues by executing SOX manual control point testing for Connections Cloud Project Office, ensuring timely identification and remediation.
- Evaluated business impact through trend analysis, identifying and addressing operational gaps to enhance overall efficiency.
Education
Associate of Science - Business Administration And Management
Full Sail University
Winter Park, FL09.2025
Skills
- Process Optimization & Turnaround Management
- Operational Efficiency Enhancement
- Data Analysis
- Performance Development & Improvement
- Strategic Business Planning
- Contract Management
- Strategic Customer Success Leadership
- Client-Centric Service Delivery
- Program Management
- Customer Relationship Management
- Project Management & Deployment
- Communication Skills
Accomplishments
- Distinguished with prestigious IBM awards including Project Award 2021, Best Award 2020, Leadership Award 2018, Manager's Choice 2014, Support All-Star Award in 2013.
- Completed leadership training through IBM’s Leadership, AGILE, and Consulting Academies, complemented by 500+ additional IT and security training courses.
- Directed IBM SaaS Global Project Office initiative, deploying support for 20+ offerings and driving noteworthy 15% improvement in customer request turnaround time.
Additional IBM Experience
SaaS Hiring Manager, Services Delivery Manager, IT Software Support First Line Support Manager, Professional Development Manager, Integrated Technology Services Hardware First Line Manager
Timeline
Director of Community Affairs
City of Atlanta, Keep Atlanta Beautiful Commission
05.2024 - Current
Director of Program Operations, Consulting
Pathbuilders
05.2023 - 10.2023
Delivery Squad Leader, Consulting Services
IBM
01.2021 - 05.2023
Global SaaS Project Office Leader
IBM
12.2018 - 01.2021
Connections Cloud Business Operations Lead
IBM
08.2010 - 12.2018
Associate of Science - Business Administration And Management
Full Sail University